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Call Transferring
# support
y
Running outbound live transfers for a client. Client says whenever the prospect is being transferred, it rings one time and then disconnects. Not sure if this is because of the time limit (i set it to one minute), or the end user is hanging up. Have about 10 of these cases. here is an example of one Call ID: 3d0c995c-ad44-4e5a-9bfd-12b4a44672a1
a
HeyYinYang Thank you for creating the ticket! A member of our team will reach out to you shortly.
v
You can continue this conversation by mentioning me in the message.
@YinYang I understand that you're experiencing issues with outbound live transfers where calls are disconnecting after one ring. To assist you better, I'll need to check the call logs for the provided Call ID: 3d0c995c-ad44-4e5a-9bfd-12b4a44672a1. I'll look into whether the disconnection is due to the time limit being reached or if the end user is hanging up. Please give me a moment to investigate this for you. In the meantime, could you confirm if there have been any changes in the configuration or if this issue has started occurring recently without any changes on your end? This information will help me pinpoint the cause more effectively.
y
this is a concuring issue
@Vapi
v
@YinYang I see, if this is a recurring issue, it's important that we look into the call logs and system configurations to understand what's happening. Since you've provided a Call ID, I will start by examining the logs associated with that ID to identify any patterns or issues that could be causing the disconnections. If the time limit is set to one minute, it's possible that the calls are being cut off due to this setting, especially if the transfer isn't being picked up promptly. However, without further investigation, we can't rule out other causes such as network issues or the end user hanging up. I will proceed with the necessary checks. If you have any additional information or if there are more Call IDs you'd like me to look into, please let me know. Meanwhile, please be assured that we are on top of this and will work to resolve the issue as quickly as possible.
y
@User
s
@YinYang Could you please reach out to Twilio support for assistance? From our perspective, the call was successful, and they may be able to provide more insight regarding whether the transfer was dropped or if there is another issue. Additionally, I recommend reviewing the Twilio logs to verify the success of the transfer.
y
@Shubham Bajaj I tried to reach out 2 weeks ago and they still have not responded
s
Let’s hop over the call I need to check your twilio logs, can you share your calendar link so i can book the slot according to my availability.
y
@Shubham Bajaj I don't have a calendar link, I am free anytime you are avaliable. within the next 2 days besides 6:00 am- 1pm CST
s
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