Everything seems to be working as it should. But the call transfer function isn’t working. I am using the built in transfer option for call transfer and it hangs up after saying transferring call now. Here is one of the call id for reference: f98732dc-fbe2-4a9d-8e2c-8f91ddf4b7f8 In call log I don’t see any errors the number I am using for call forwarding is also working and can receive calls. I am not sure what is issue is kindly assist.

@User this is a critical issue for a number of people, when do your office hours start today

Hey Doxy and [shahryarsaleem](https://app.plain.com/workspace/w_01HYEQ5FKPH8CPX2MS608B6S51/customers/c_01JKZXPRKXEEYZMF1Q8E57Z6R3/) looking into it.

Hey @shahryarsaleem @Doxy the issue is on us and we are working on it.

@Shubham Bajaj any update with the call forwarding? I’m still having issues on my end.

Would love an update, we are having the same issue

Hey Beck and [mccantsquincy](https://app.plain.com/workspace/w_01HYEQ5FKPH8CPX2MS608B6S51/customers/c_01JKHQ4CWTYT54V7VPPSHKE8FJ/) can you try making calls now?

Hi @Shubham Bajaj , just did another test and call forwarding is still not working

@firefly_0206 can you share the phoneNumberId? In case your using numbers provided by Vapi kindly purchase a number from twilio directly and then try it will work.

@Shubham Bajaj PhoneNumberID: a8ee72f3-45e9-4c16-8aad-00ec61e3c47a The number is purchased from Twilio

@Shubham Bajaj @Sahil The issue still exists unfortunately; CallId: d808abe3-37fb-4e56-9d67-9bf1083cf1df / call_vuqwRfL3LHmo73B7R5Owow6A Call Time: 1739752745659 Phone Number Configuration: Phone number comes from twilio Assistant Configuration: A number of tools, phone-call-control enabled in server messages per information from elsewhere We have confirmed through the messages that the transferCall tool is called, and the destination is correct, and the phone number in the destination is correct. I've manually called the phone number exactly as it appears in the logs to validate that it can recieve calls and this works as expected. Is there anything that we need to add to twilio other than to create an account and purchase the number? This issue has caused a failure to release functionality to a production environment this morning so is of the upmost concern This is from the messages log which shows it should be working as intended

{
  "role": "tool_calls",
  "time": 1739752757593,
  "message": "",
  "toolCalls": [
    {
      "id": "call_vuqwRfL3LHmo73B7R5Owow6A",
      "type": "function",
      "function": {
        "name": "transferCall",
        "arguments": "{\"destination\": \"+61------\"}"
      }
    }
  ],
  "secondsFromStart": 10.985
}

@Shubham Bajaj @Sahil @User Hi all, any update on this on please? We really need this issue resolved urgently as we've missed our launch last week due to the knowledge base updates, and now we're missing the postponed launch date today again due to call transferring not working. To confirm: Phone Number ID (testing only): a8ee72f3-45e9-4c16-8aad-00ec61e3c47a Phone Number ID (for Launch): bcf0d4ff-e35e-4c6e-a625-dfed5b8a6924 Assistant ID (perhaps the prompts need checking?): c7acc2fe-0843-4ab1-84b0-d7fe9889b73d * Phone numbers are purchased from Twilio (screenshot of configuration attached). These are Australian numbers. * We can make and take phone calls from the Vapi Phone Numbers section. * Call Logs say the calls have been transferred, when it does not transfer i.e. the assistant says they're transferring the call, and then after awhile it proceeds with the Idle Messages instead of ending call after transferring. https://cdn.discordapp.com/attachments/1339614362742165606/1340920154489360426/Screenshot_2025-02-17_at_3.33.16_pm.png?ex=67b41cb5&is=67b2cb35&hm=42fa63634ea82a7593f9d08eab719fea73f4ed7288f3357d169747873ff81a1a&

Can you change the routing to US instead of Australia and remove the KB for now?

@Sahil @shahryarsaleem Any update for me? Is it fixed now?

@Sahil Thank you I have tried as you requested Call: call_Bcoej0vsgfvfamIVaz50Abre

{
  "role": "tool_calls",
  "time": 1739795632755,
  "message": "",
  "toolCalls": [
    {
      "id": "call_Bcoej0vsgfvfamIVaz50Abre",
      "type": "function",
      "function": {
        "name": "transferCall",
        "arguments": "{\"destination\": \"+61----\"}"
      }
    }
  ],
  "secondsFromStart": 15.447
}

Same issue here

Hey [Doxy](https://app.plain.com/workspace/w_01HYEQ5FKPH8CPX2MS608B6S51/customers/c_01JKPC2SYPYBQV3RXQ5C20FZBF/) and [Kynareth](https://app.plain.com/workspace/w_01HYEQ5FKPH8CPX2MS608B6S51/customers/c_01JMA27V9HV8H0KAEP091MA7ZY/) could you share the recent call IDs for which call transfers are not working?

@Shubham Bajaj call_9hxKewMEjdd0ox8NCJ27u0Y9, call_Bcoej0vsgfvfamIVaz50Abre

3c2b65e3-56ce-4606-ac6a-07d01bdca554

Doxy these are tool call IDs.

understood, i will provide guids shortly

@here Hi all, we're not getting the calls transferring consistently. Can you please take a look? Here is a successful Call: 43f30762-48df-476c-b4b2-7fe6a985903a and here is an unsuccessful call 42c81a19-7080-4f3b-be52-87433269d214 and here is another where it gets confused ID: b8df297f-f6f3-481b-a879-2571e420c173

We are already routing to the US unfortunately

Correct

I disabled it and it started transferring correctly👍 Many thanks

Thanks everyone. This solved the problem for me too that I've been struggling with for a month. I'm in Australia & all I had to do is change the routing in Twilio to U.S. https://cdn.discordapp.com/attachments/1339614362742165606/1341602278527995904/image.png?ex=67b697fc&is=67b5467c&hm=6498d16fe67ae13a0698bdc0a395e6a02230439c7cd2afb852824a4905027994&

Hi everyone, is it possible in VAPI, that if CALL_Transfer fails, Call is transferred back to Assistant? For me, it is simply hanging up, everytime..

Hey @shahryarsaleem no response from you, assuming the issue has been resolved.

Sure @Shubham Bajaj , thanks for helping me on this. CallTransfer can fail for no of potential reasons: - Destination no is busy - Destination no is out of reach(no is turned off etc) - Source-No can't connect to Destination no (i.e because Destination no is International, etc) - There can be more cases as well For any reason, irrespective, if Call-Transfer fails, can we configure the assistant in VAPI to get back to flow i.e saying

I am sorry, I couldn't connect you to Department A(etc), but I will make sure to pass on details, so thy can reach back to you

Or we can configure in prompt, whatever we want to do for such scenario.. Etc

Hey @honest-coder, check this out let me know after reading this if you have more questions or require further help.

Thanks Shubham.. I am checking this option. But it is quite complex, it should be a straightforward configuration... :))

marking as solved.

Hi @Shubham Bajaj .. hope you are fine.. I am not able to set it up, especially

conference

part. Is there any video resource, which can be followed, to get this done? Thanks

@muhammad_3216 no we don't have video resources as of know, but you can try using chat-gpt to understand the doc. if your still blocked let me know we can schedule an call or sit in office hours.

I have been going back and forth with chatgpt and claude for imlpementing this on-hold-specialist-transfer since a week to no avail. It'd be of great help if I can schedule a call, where can I find your office hours. TIA.

this doc is 404 now. do you have the new link?

This ticket has been marked as solved, and as a result, you will no longer receive any further responses. Kindly create a new support ticket to escalate your inquiry.