Call forwarding fails on international number.
# supportr
realmuckraker
01/29/2025, 6:16 PMWe currently have a South African Twilio phone number which is was successfully imported to Vapi and then attached to an assistant.
On the assistant, we have the call forwarding number set to another South African number.
When we call the Twilio number (the number attached to the Vapi assistant) and then ask to be forwarded, the logs say that it was successfully forwarded, but the call just hangs up.
We have tested this same setup with US numbers (a US Twilio number attached to an assistant, and a US forwarding number attached to the same assistant) and everything works as expected.
The call ID for the call which resulted in a failed transfer is here:
7e7ec907-9f1f-40b3-a2b2-e1a3388a8cad
Please let me know what can be done to fix or trouble shoot this.
a
Atlas
01/29/2025, 6:16 PMHeyrealmuckraker Thank you for creating the ticket! A member of our team will reach out to you shortly.
v
Vapi
01/29/2025, 6:20 PMmessage has been deleted
Vapi
01/29/2025, 6:20 PMYou can continue this conversation by mentioning me in the message.
Vapi
01/29/2025, 6:20 PM@realmuckraker
I'm sorry to hear you're experiencing issues with call forwarding on your South African number. Let's troubleshoot this together.
Firstly, please check the following:
1. Verify that the South African forwarding number is correctly entered and is capable of receiving calls.
2. Ensure that there are no restrictions on the forwarding number that might prevent it from accepting forwarded calls.
3. Review the logs for the call with ID 7e7ec907-9f1f-40b3-a2b2-e1a3388a8cad for any error messages that could indicate what went wrong during the forwarding process.
4. Confirm that your Vici system is configured to handle SIP REFER messages, as this is necessary for call transfers to work properly.
If you've already checked these points and the issue persists, it might be helpful to try omitting the forwardingPhoneNumber attribute or setting it to null or an empty string in the API to see if that resolves the issue.
If none of these steps resolve the problem, please provide any error messages you've found in the logs, and I'll assist you further. If you need more detailed support, please ask support for more info on this.
s
Shubham Bajaj
01/30/2025, 5:57 PM@realmuckraker The call was forwarded successfully not sharing the details here for confidentiality.
Can you try checking in your twilio logs what does it shows over there for call forwarding
CA009c4ace5dd076b234cd80f22e4cf82eShubham Bajaj
02/03/2025, 5:05 AM@realmuckraker Because of no response closing this ticket.