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endedReason in the End of Call Report not recogniz...
# support
m
Issue: endedReason variable in the end of call report says "unknown error" when I clearly see the Setup & Context: - outbound call agent on VAPI - US Twillio number - Calling Japanese number Details: I set up an outbound call agent with US Twillio number to call my number (Japanese number). I was testing out how it would behave when I dont answer the call. What I was expecting was the endedReason variable to be "customer-did-not-answer", but instead it returned "unknown-error". Could you tell if I'm misunderstanding the condition where endedReason variable is set to "customer-did-not-answer"? Or is this a bug
v
@Mizuki I'm here to help! The 
endedReason
variable in the end-of-call report should indeed reflect the reason why the call ended. If you did not answer the call, the expected 
endedReason
would typically be "no-answer" or a similar message indicating that the call was not picked up. However, if you received "unknown-error" as the 
endedReason
, this suggests that there might have been an issue with the call that prevented the system from identifying the specific reason for the call ending. This could be due to a variety of factors, such as network issues, compatibility problems between carriers, or an unexpected error in the Voice API system. To better understand the situation, I would recommend checking the following: 1. Review the call logs in your Twilio dashboard to see if there are any additional details about the call attempt. 2. Ensure that your Voice API configuration is set up correctly to handle different call outcomes, including no-answer scenarios. 3. Verify that there are no issues with the phone number you are calling, such as carrier restrictions or international calling limitations. 4. If possible, test the call flow with different numbers to see if the issue persists. If after these checks the problem still occurs, it might be best to reach out to the support team for further assistance. They can provide more detailed insights into the call logs and help identify if there is a bug or a configuration issue. Would you like me to assist you with anything else at this moment?
You can continue this conversation by mentioning me in the message.
Got it. Tagging @User for additional help.
@Mizuki I'm sorry for the inconvenience you're experiencing. While I don't have direct access to the call logs or the system that processes the calls, the issue you're encountering with the 
endedReason
variable could be due to a number of factors, including the international nature of the call. However, without more detailed information, it's difficult to determine the exact cause. Given the call log ID you've provided, the best course of action would be to contact the support team with this ID. They have the necessary tools to look into the logs and provide a more accurate diagnosis. They can also check if there are any known issues with calling Japanese numbers from a US Twilio number that might lead to an "unknown-error" status. Please reach out to the support team with your call log ID and explain the situation. They should be able to help you resolve this issue or provide further insights. If you need assistance with anything else or have more questions, feel free to ask!
m
@User Hi, could you look into this? Is this happening because I'm calling a Japanese number? Here is the call log id: 2d2c8268-a344-4951-9419-d3e43db0e2d7
s
Hey @Mizuki you recieved 
unknown
because call was never connected from telephony provider side, else it would have been what you have thought of. 
logs
šŸ”µ 08:45:37:681 Call 
2d2c8268-a344-4951-9419-d3e43db0e2d7
Waited 300s But Transport Never Connected.
m
@Shubham Bajaj Ah ok, when you say telephony provider side, you mean Twillio (the one im using for the outbound agent), correct? Then, it could be due to me having a trail number, and it all makes sense.
s
Yes I mean twilio.
m
@Shubham Bajaj Got it, thank you for your help as always
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