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Caller voice isn't clear. Causing transcription is...
# support
m
Here are two calls. They get a silence timeout because the audio quality of the caller is very low. 7eb44ede-85ea-4a5d-87f3-271ef1a7ea51 0eaac4b2-a2cd-4e69-9a29-59e928c0b433 I did both of these calls in a quiet office using a very large microphone, so the incoming audio should be very clear. When you play back the recording it sounds muddled and very soft. I did another call between those two with the same equipment, and the audio is better and the transcription succeeded. Here's the id of that call: 464dc066-e0d8-4194-8082-39099aa100be
Also, calls to UK twilio numbers seem to have worse quality than US numbers. Could this be a server locality issue?
Here's a call id to a UK number that had issues: 2cd326f6-9463-4650-9080-b66e866d4e57
We've shut down all our UK customers due to this issue, so it's an urgent priority to figure out what we can do to improve transcription for these numbers
@Sahil Here is the ticket I was referencing with the transcription issues
Here are more calls that are having issues: 27306eff-5a59-4b84-9ed6-72458111dc4a
27306eff-5a59-4b84-9ed6-72458111dc4a
87c4b548-1ad4-4c01-abb0-1134c88e5ec0
I've tried switching transcribers, but it doesn't fix the issue
s
Use deepgram transcriber
with en language and nova-3 model it will fix the issue.
m
I switched it back to deepgram and nova-3 and I'm still having issues
Here's a new call Id 59b775ac-814c-4fe9-9ece-95aaa9ddd7c6
Look at the messages log as well, it's very messed up
@Sahil it's still having issues with deepgram and nova-3
s
Can you once try in web call directly and lmk the results?
m
Our tools rely on having a phone number associated with the call, so I can't test everything in a web call
s
Yeah, for now just give it a shot and see how things looks like with web call
do you see gargled voice or not.
then buy a new phone number and use it cause my guess is that twilio is messing up
m
It can't even start the call because I build the prompt dynamically
s
ah, i see
can you buy a number from vapi and give it a shot?
m
I'm having these issues with multiple numbers.
Vapi doesn't have UK numbers
Every UK twilio number we have is giving us similar issues
The US twilio numbers are working fine for the most part, it's just the UK numbers
It seems like the audio is really low signal. I can hear a faint or garbled voice on the recordings but it doesn't consistently transcribe. The "messages" tab of the logs is also a mess. It's missing lots of messages, and they appear somewhat out of order
s
Maybe try out telynx or zadarma via SIP?
m
Looks like there may be an incident with twilio causing this issue: https://status.twilio.com/incidents/pfm7jr3yd6vy
a
Marking this ticket as Solved ✅
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