Agents hangin up when transferring d9988daa-86ec-4...
# supporta
Alex911
01/30/2025, 3:45 AMThis call was at Jan 29, 2025, 7:14 PM
I have a squad of three agents 529ff29a-35ce-4b39-a452-8d10eed04338 - squad ID-I am using Silent transfer. It is a straight linear process from one agent to the next. When testing this on web via the dashboard- the process of passing to the next it goes through every time without a hitch. We starting testing via phone call in and a most of the calls hang up on transfer. A few times it has gone through just fine, sometimes it drops between the first and second agent and sometimes is drop between the second and third agent. I cannot seem to duplicate a consistent reason for the hang up. One other thing to note - I noticed is a few times when calling instead of a silent transfer the agent will also say transferring which also never happens on web.
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Atlas
01/30/2025, 3:45 AMHeyAlex911 Thank you for creating the ticket! A member of our team will reach out to you shortly.
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Vapi
01/30/2025, 3:47 AMYou can continue this conversation by mentioning me in the message.
Vapi
01/30/2025, 3:47 AM@Alex911
I'm sorry to hear that you're experiencing inconsistencies with the silent transfer feature during phone calls. It sounds like the issue might be related to the voice call environment, as you've mentioned that the process works smoothly via the web dashboard.
To assist you better, I would need to gather some additional information:
1. Are you able to provide any specific error messages or codes that occur when the call drops?
2. Have you noticed any patterns related to the time of day, call volume, or specific agents involved when the transfer fails?
3. Can you confirm if the issue occurs with all incoming phone calls or only certain numbers or carriers?
4. Have you checked the server logs for any anomalies or errors during the times when the transfers fail?
Once we have more details, we can investigate further to identify the root cause of the issue. In the meantime, please ensure that all agents have stable network connections and that there are no issues with the telephony infrastructure that could be causing the hang-ups.
If you have already gathered this information or have any other details that could help us troubleshoot the problem, please share them.
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Alex911
01/30/2025, 3:53 AM1. I checked the logs, no errors or codes, just ends call during transfer
2. No - it isn't a single agent causing it- seems to happen to both agents that transfer
3.I actually tried this on two different numbers I hae with Vapi, and two different phone numbers from two diferent regions (one bay area and one san diego) same results.
4. I did - Just says Assistant forwarded the call.
Here is my prompt foir the transfer _Once confirmed trigger the transferCall tool with 'BouqAI Valentine Agent Card Expe SQ1' Assistant
Assistand ID -9b83ee77-9d44-4f5e-b895-3e74c1ac5df2
*trigger the transferCall tool with 'BouqAI Valentine Agent Order Tak SQ1' Assistant.
Assistand ID - 0fd5068b-9821-48ce-b4d8-c2e90b742daa
Alex911
01/30/2025, 6:01 PMHi - any thoughts on this? We are supposed to launch this bot in a few day and this is happening
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Shubham Bajaj
01/31/2025, 4:23 AM@Alex911 I am following up on our discussion after the Discord office hours. Has this matter been resolved for you now?
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Alex911
01/31/2025, 3:18 PMYes, thanks!
Alex911
01/31/2025, 3:19 PMI tried to mark as resolved, but it says interaction failed when I tried- thanks for the help