Dear Bapi Support Team, Hello support team, We are working with a client who uses a virtual PBX system. In our setup, the AI voice assistant answers incoming calls and redirects them to the appropriate department/person. However, we’ve encountered an issue when calls are not answered by the assigned department/person. Our question is: Is it possible within Vapi to manage such unanswered calls and return them to the assistant? Specifically, we would like the assistant to handle these unanswered calls by requesting additional information from the user, such as their contact details, and sending them as a notification. Currently, we are integrating Twilio but are exploring the option of using a SIP trunk with a virtual PBX as well. Could you guide us on how to implement this functionality within Vapi? Thank you for your assistance, and we look forward to your response.

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@Vapi, Thank you for your response. Yes, I need more detailed guidance on how to set a call flow that return the call to the assistant in the case is not answered by the forwarded number. Could you give more info and documentation on how to implement it?

@Ivan OU Certainly! To set up a call flow that returns the call to the assistant if it's not answered, you'll need to follow these general steps: 1. **Define a Timeout**: Set a timeout for how long the system should wait for the call to be answered by the forwarded number. 2. **Fallback Action**: Configure a fallback action that triggers if the call is not answered within the specified timeout. This action will redirect the call back to the assistant. 3. **Assistant Handling**: Once the call is returned to the assistant, you can program the assistant to request additional information from the caller, such as their name, contact details, and the reason for the call. 4. **Notification System**: After collecting the information, use Vapi's notification system to send these details to the relevant department or person. Here's a simplified example of what the call flow logic might look like:

pseudo
if (call is incoming) {
    forwardCall(to: departmentNumber, timeout: 30 seconds)
    if (call is not answered within timeout) {
        redirectToAssistant()
        assistantRequestsInformation()
        sendNotification(with: collectedInformation)
    }
}

For Twilio integration, you would use TwiML to define this logic. For a SIP trunk with a virtual PBX, you would configure the PBX's call handling rules to implement a similar flow. Unfortunately, as a support bot, I don't have access to external documentation. However, you can find detailed documentation on setting up call flows in the developer section of the Vapi or your virtual PBX provider's website. If you need assistance with specific code or configuration settings, please reach out to the support team of your PBX system or Vapi's technical support for more personalized guidance. If you have any further questions or need additional help, feel free to ask!

You have to build that logic/automation.

@Chowderr, yes I got it, but the thing is that I was reading a case answered from the VAPI support team, where they said taht VAPI does not offered this functionality. Any ideas? https://discordapp.com/channels/1211482211119796234/1326392890141708371

They dont. When a call is over you have the information you need to create an autmation to call them back

Ok, got it. It’d be about calling the user back again from the agent to let them know the call didn’t go through, maybe its not the most streamlined way, thinking about user experience. We’ll see what we can do... Thanks for the info!

> However, we’ve encountered an issue when calls are not answered by the assigned department/person. > Our question is: Is it possible within Vapi to manage such unanswered calls and return them to the assistant? Specifically, we would like the assistant to handle these unanswered calls by requesting additional information from the user, such as their contact details, and sending them as a notification. These appear to be essential use cases that should be supported. Development for these features is scheduled to begin in Q2. In the meantime, calls will need to be transferred to another number configured on Twilio Flex. A reliable transfer system will need to be implemented within Twilio Flex. While this requires some development effort, it should be a straightforward implementation.