Agent performance degraded without any changes
# support
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@Shubham Bajaj Till yesterday our vapi calls were going perfectly but for some reason, they started failing today even though we did not make any changes. The call scenarios which were handled perfectly, they started failing all of a sudden. Below are some calls. Can you tell me what might be the reason? e85a9fab-8399-4b38-ad7f-dc65b03be471 : Multiple voicemails left ea0f6190-c96c-4830-b478-c40f6bed58b3 : Multiple voicemails left 0bebeec0-54f4-4579-bfbf-3954506ba5ec : Customer could not hear our agent 50a46f05-935f-40a2-a71e-e3fa753ee663 : Not answering appropriately
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@Shivam Sharma I'm sorry to hear that you're experiencing issues with your VAPI calls. Let's try to diagnose the problem together. For the calls where multiple voicemails were left (IDs e85a9fab-8399-4b38-ad7f-dc65b03be471 and ea0f6190-c96c-4830-b478-c40f6bed58b3), it's possible that there might be an issue with the call flow logic that is causing the system to leave multiple voicemails. This could be due to a misconfiguration or an unexpected change in the behavior of the system. For the call where the customer could not hear our agent (ID 0bebeec0-54f4-4579-bfbf-3954506ba5ec), this could be related to an audio issue on the agent's side, a problem with the network connection, or an issue with the VAPI system itself. Lastly, for the call where the customer was not answering appropriately (ID 50a46f05-935f-40a2-a71e-e3fa753ee663), this could be due to a misunderstanding on the customer's part, an issue with the voice recognition system, or a problem with the call logic that is not handling the customer's responses correctly. To further investigate these issues, I would need to check the system logs, call records, and any error messages that were generated during these calls. If you have access to this information, please provide it so I can assist you more effectively. If not, I recommend reaching out to our support team for a detailed analysis of the call failures. They will have the necessary tools and access to diagnose the problem accurately. If there's anything else I can do to help, please let me know!
You can continue this conversation by mentioning me in the message.
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@Shubham Bajaj here man
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@Shivam Sharma can you try again there was some cache which might have cause the calls to failures!! Do let me know, How it goes again!!
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Is it possible to do something on my end man?
Or do I have to reach out?
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Nothing on your end it was one of the event, this has happened. Your secured now.
Is it happening again for you?
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No man, will check and let you know
@Shubham Bajaj @User URGENT!! Again the calls have started failing all of a sudden. The voicemails which were getting detected yesterday and are not getting detecting today. Can we please check this? Is it again the cache issue?
Hi @Shubham Bajaj @Sahil anything on this guys?
@User @Sahil @Shubham Bajaj can anyone help with this?
Hi guys, anything on this?
@User
@Shubham Bajaj can you please help here as well? Earlier you talked something about cache as the issue of the calls failing? Is there something I can do about it from my end because we're still seeing more failures these days?
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@Shivam Sharma Sorry for the late response. Are you still experiencing this problem? If so, could you send over a recent call ID so I can take a look?
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yes man, call id: 73d00eb6-db7a-4eac-9608-dc297d8f3ac7 3b175725-1f8f-4718-be61-87ef78d3ed66
voicemails are not geting detected
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@Shivam Sharma allow me sometime to check with team, there might be an issue on our end.
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Thank you
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@Shivam Sharma your trying to leave voicemail using custom voice mail tool and haven't assigned an server url to it because of this tool call is skipped. https://cdn.discordapp.com/attachments/1316486558983131208/1326269188914024488/Screenshot_2025-01-08_at_00.49.22.png?ex=677ecfef&is=677d7e6f&hm=46777d16d381034adc8b9e168f0f6a668766ed1ffb425ba6fe96f0fc23b05e91&
Do let me know if this wasn't expected voicing out voicemail using tool call.
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It is just a custom tool with no server url and the same tool is able to leave a voicemail on other calls. Call ID: ee865a26-a008-4341-80a1-aecc8706838e
Also, is it possible that the memory is full for openai and if yes, how can I clear it from my end?
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@Shivam Sharma This issue is not memory-related, and I'm unable to see it working on my end. There have been several ad-hoc calls about this, shall we connect to resolve it? If that works for you, please check your DMs.
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@Shubham Bajaj Any idea why it was not able to leave voicemail for this call? Failed Voicemail: b10fcaf3-4e1f-45cb-886f-0a8f18958007 I have the same prompt, but it leaves the voicemail perfectly for other calls. Successful voicemail: a826fc09-e516-46a9-a25b-14e7b8f24612 Voicemail tool prompt: 1. **Identify Voicemail Prompts**: Listen for common voicemail prompts to detect a voicemail system, such as phrases like "leave a message after the tone," "record your message," "after the beep," "please leave your message," "start recording," , "signal" or similar. 2. **Wait for Message Readiness**: Once a voicemail prompt is detected, wait for the tone, beep, or silence that indicates the system is ready for your message. 3. **Deliver Voicemail Message**: After the user stops stops speaking, wait for 2 seconds and leave a clear and concise voicemail message slowly. 4. **Retry Voicemail**: If the voicemail message is interrupted by the user, wait for the user to stop speaking and then leave the voicemail message again slowly. 5. **End the Call**: After the voicemail message is left successfully (or retrying as necessary) and both parties stops speaking, use the endCall function to end the call.
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@Shivam Sharma You're currently generating the voicemail message using an LLM instead of using the default voicemail message. Because of this, the voicemail message generation is inconsistent, and then your model calls the end call tool.
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