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Call not transfered.
# support
l
Can you help me understand why this call was not trasferred? CallId: 
d9a5a4b4-eeaa-4251-b538-d56ae9d7fb2e
I see the 
transferCall
tool call in the call logs but the called hung before the call was transferred.
v
Hi there! I'd be happy to help you understand what might have happened with your call transfer issue. Unfortunately, I can't see the specific logs for your call ID 
d9a5a4b4-eeaa-4251-b538-d56ae9d7fb2e
, so I can't tell you exactly what went wrong in this particular case. However, I can definitely explain some common reasons why calls might not transfer even when the 
transferCall
tool is called in the logs, especially when the called party hangs up before completion. Based on the information I found, here are some potential reasons for your transfer failure: 1. **Called Party Hanging Up**: When the called party hangs up before the transfer is completed, the transfer process is interrupted. According to the documentation, even when the 
transferCall
tool call shows as successful in the logs, the call may still be dropped if there's an issue with the tool or its integration with the telephony provider. 2. **SIP System Configuration Issues**: There could be configuration issues on the SIP system, network problems, or compatibility issues between the VAPI transfer method and your SIP system. [This might include SIP ALG (Application Layer Gateway) settings or other firewall configurations interfering with SIP messages](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1334919245468799007). 3. **Phone-call-control Server Event**: If you have enabled the server event 'phone-call-control', this can interfere with Vapi's transfer functionality. [This event allows you to handle call transfers instead of Vapi, causing calls to be marked as forwarded but not actually transferred](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1330092161835733013).
4. **Formatting Issues**: The 
transferCall
tool might fail if the 
forwardingPhoneNumber
is incorrectly formatted. [Ensure it's in the correct E.164 format (e.g., +15558675309)](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1335869152535121960). To debug this further, I recommend: 1. **Examine the Complete Logs**: Use your CallId to examine the complete logs in the Vapi dashboard. Navigate to "logs > calls" in the left-side navigation bar to find detailed information about what happened during the call. 2. **Check for Error Messages**: Look for specific error messages or status codes in the logs that might indicate why the transfer failed. 3. **Contact Vapi Support**: If you can't determine the cause from the logs, [reaching out to Vapi support with your CallId can help them investigate the issue further](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1336875140990111796). Is there any specific part of the call logs you'd like me to help interpret, or would you like more information about any of these potential issues? Sources: - [Discord Thread about SIP system configuration issues](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1334919245468799007) - [Discord Thread about phone-call-control server event](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1330092161835733013) - [Discord Thread about forwardingPhoneNumber formatting](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1335869152535121960) - [Discord Thread about contacting Vapi support](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1336875140990111796)
v
Message marked as helpful by @Lucio! šŸŽ‰
l
The assistant is attached to a twillio number. A custom webhook is configured for the twillio number that starts the assistant.
Copy code
response = requests.post("https://api.vapi.ai/call", json={..})
return response_json["phoneCallProviderDetails"]["twiml"]
v
Hey Lucio, You have selected an assistant server event named 'phone call control', which means you want to take charge of how call forwarding should be done instead of VAPI. That's why even after triggering the call forwarding using the Transfer Call tool, the call was not forwarded, and the call ended with reason 'assistant forwarded the call'. Simply move this event from your assistant server messages, and then call forwarding will work. šŸ”µ 15:46:05:276 Server Message Requested...(phone-call-control , ): { "type": "phone-call-control", "request": "forward", "forwardingPhoneNumber": "+353879558934", "destination": {"type": "number", "number": "+353879558934"} }
l
Can you please help me understand what you mean by "Simply move this event from your assistant server messages, and then call forwarding will work"?
Shubham this is very frustrating! Can we please get on a call and fix this. It should not be that har. I don't ave any "phone call control" server message selected.
v
Hi, checking if this is resolved/solved for you?
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