We are seeing calls not being transferred with US and UK numbers. There are also instances where the bot says aloud the instructions such as "trigger transfer call" when it is instructed not to say it. Here are examples: Senor Ceviche Mar 20, 2025, 16:13 log: ed07cd7c-9d07-4e61-b5cf-e4c40b38baaa Terlingua Mar 20, 2025, 16:27 5f41b81b-481a-4edc-9141-94ea41f24582 Terlingua Mar 20, 2025, 17:07 f7702e01-b006-4b3e-8748-d93468fc62ad Farmers Boy Inn Mar 21, 2025, 08:10 67f862aa-3b04-4e31-b224-95e6dae6e9fa (this one also says "triggering transfer call function") Farmers Boy Inn Mar 21, 2025, 08:34 772727a9-d4dc-45f9-b242-5d061282c4c9

Having the same issue! Just made my own ticket before seeing yours

Mine just straight up hangs up on them after acting like it's going to transfer... Call transfers were working perfectly for me before.

Hey @kbmaine allow me some time to get back to you. Looks like most of you guys are having the same issue. I'll see what we can do for you - it usually works most of the time.

fyi:

It is related to prompting and LLM models. Sometimes they behave or work differently even for the same inputs.

For me it was from call control being enabled.

Where did you disable call control @Stickler101 ?

It started happening when you enabled or diabled call control?

If it's enabled, then it fails to transfer using native transfer methods.

Hm I never had that enabled and still have the issue

@kbmaineI investigated your call IDs. The transfer call function didn't triggered by the LLAMA LLM. However, using OpenAI GPT-4.0 worked. So, switch to either OpenAI GPT-4.0 or Claude, or work on prompting if you want to continue with LLAMA. This is a pure prompting issue, not an internal one.

Thank you, except it is still happening to calls that have been moved to GPT-4.0. Here are more logs: Mar 25, 2025, 14:58 3512b589-cb1e-4d4e-ad3a-6e48a4c12cfb Mar 25, 2025, 14:33 01746641-05da-46a9-aa97-b1e9707e1093 Mar 25, 2025, 12:38 2efd5023-8d33-4a2e-b1bb-9fc5622aae1e Any. other thoughts?

I use gpt-4o as well and have the same issue

@Shubham Bajaj just seeing if you have any follow up thoughts as to why it is still happening on GPT 4.0

I talked with him during office hours, he said to use this in the prompt to help fix it: """ Say:

x

and trigger the

tool-name

tool. """

@kbmaine The root cause appears to be that the decision tree for transfers lacks a branch for specific role requests. Enhancing the prompt to recognize key phrases like “bar manager” or similar titles could fix the issue. Suggested Change: Modify the decision logic to include an additional check for role-specific requests. For example, add a clause that states: "If the customer asks to speak with any specific role (e.g., bar manager, chef, sommelier), immediately escalate by transferring the call to the relevant team member." This change would ensure that any direct request for a specific individual or role triggers the transfer pathway without being filtered out by more generic conditions.