You can continue this conversation by mentioning me in the message.

Got it. Tagging @User for additional help.

@User Can you guys help me out with this?

Twilio does not show any errors

@bryant Were you able to see some information regarding the calls?

@Shubham Bajaj Do you think you can help me out here? I'm having calls dropped in production and getting very bad user feedback

They claim however that it was sent to them

I spoke to their support team and this was the answer Hello Santiago, Thank you for contacting Twilio Support. My name is Aldo from the Voice Support Team, am more than happy to assist you on this ticket. I will be working with you to ensure that we can provide you with both a timely and successful solution to your issue. Upon reviewing your reported calls, I can see the calls are being intentionally ended by the usage of Twilio API, as you can see below: While the calls are active, someone or something is intentionally updating the call resource via POST with a TwiML which terminates the live call. This is what is happening here: https://www.twilio.com/docs/voice/api/call-resource#update-a-call-resource Could you please re-verify on your API end if something might be triggering these requests while the call is active? I can confirm the call is terminated by Twilio's API, but this call resource update is something that is either programmatically configured, or intentionally done by an user. Please do not hesitate to include any information you might consider relevant for the issue we have under investigation. Let me know if you have questions from the above. Best regards, Call Resource | Twilio Full detailed REST API reference for the Call resource in Twilio's Programmable Voice REST API.

and then after explaining that my api or rather VAPI was not terminating the call this was the response Aldo Vergara (Twilio) Nov 29, 2024, 3:31 PM PST Santiago, Happy to be of assistance sir! Apologies if I did not make myself clear enough, as is not the API per-sé what is hanging up the call, but the call resource. From the document shared, you can see it mentiones the behaviour you are experiencing: Real-time call modification allows you to interrupt an in-progress call and terminate it or have it begin processing TwiML from either a new URL or from the TwiML provided with modification. Call modification is useful for any application where you want to change the behavior of a running call asynchronously, e.g., hold music, call queues, transferring calls, or forcing a hangup. What is currently happening on your end, is this https://www.twilio.com/docs/voice/api/call-resource#code-update-a-call-resource-to-end-the-call but instead of using as the example, your calls are being terminated with a instead. Many factors can cause a call to be disconnected and appear the callee as the party who hung up, but in this case, the call is intentionally being updated via POST with a TwiML to update its behaviour, which in this case terminates the call. Are you perhaps aware of any user who may have access to your account SID and auth token and might be maybe updating the live calls via Postman for example? This is a sample I recreated of a call being hangup via call resource: Call Resource | Twilio Full detailed REST API reference for the Call resource in Twilio's Programmable Voice REST API.

Lastly let me know your thoughts on this.