Looking at our SIP Trunk provider, there is a call that lasted 59:21 mins, with IP

44.229.228.186

, which seems to be VAPI (03/24/25 - 12:49 pm), however, this call does not show in our Call Logs, and it is significantly higher than the duration limit we have

"maxDurationSeconds": 313

Can you please shed some light on what's going on?

Hi there! 👋 I understand you're seeing a discrepancy between a long call on your SIP Trunk that doesn't appear in your VAPI Call Logs, and you're also wondering why it exceeded your

maxDurationSeconds

limit. Let me help explain what might be happening. ## Why the call might not appear in VAPI Call Logs There are several possible reasons for this discrepancy: 1. **Missing status callbacks**: VAPI relies on status callbacks from services like Twilio to update call status. According to the [documentation](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1336407849806462976), "We don't set any timeouts—as soon as we receive a status callback from Twilio, we update the status." If these callbacks are missed, the call might not be properly logged. 2. **Network configuration issues**: There could be problems with your network configuration that prevent VAPI from receiving or processing call information correctly, as mentioned in [troubleshooting documentation](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1336713212233515089). 3. **Authentication problems**: Authentication issues between your SIP Trunk and VAPI could lead to call failures that prevent proper logging. ## Why the call exceeded the

maxDurationSeconds

limit As for exceeding your

maxDurationSeconds

limit of 313 seconds, here are some potential explanations: 1. **Squad-level settings override**: According to [VAPI documentation](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1334857584238399549), squad-level settings in

membersOverrides

can take priority over individual assistant settings, potentially disabling the duration limit. 2. **Null value for `maxDurationSeconds`**: If the

maxDurationSeconds

is set to null at the squad level, it disables the limit and a default value is used instead.

Hey! To help track down this issue, could you share: - The call ID This would really help us figure out what went wrong!

Unfortunately we don't have a call id As mentioned above, the call does not appear in the call log on VAPI and we only see it through our sip trunk provider If request came from our side during testing, the

/call

response was not kept

Hey, without the Call ID, I cannot help you. But you can take a look at your SipTrunk provider's blog page; you will definitely find some call references for the Call ID created by us or through us. For sure, if it exists.

@Shubham Bajaj do you send VAPI's call id to our sip trunk provider? Are you not able to see the calls under our account? What if I share the destination number and the phone number id?

Hey, if you can share the Org ID, Assistant ID, Destination Number, and Phone Number ID, and the date/time range, I can definitely try to look out for the Call ID.

Org ID:

042e633d-54b8-460a-bb56-a726ad148537

Assistant ID:

{generated} during the /call request

Destination Number:

+966558444451

Phone Number ID:

84410eb4-eb40-4e60-81d2-08bca9266093

Date:

24/03/25

Time: FROM

10:00 (AM)

- TO

14:00 (PM)

Duration:

~59:21 mins

None of these calls have durations anywhere near the 59 minutes, 21 seconds reported by you. https://cdn.discordapp.com/attachments/1354021067391504415/1356275905378648304/Screenshot_2025-03-31_at_8.04.49_PM.png?ex=67ebf9de&is=67eaa85e&hm=f571a35a696537e42cc3c9e2486d54341dcfb9a4e11cec2ea63ee363eab70882&

@Shubham Bajaj This is what we see from VAPI's call logs as well; however talking with our SIP Trunk provider due to some unrecognized call charges on their side. They shared this 59-minute call, and from what I understand, this is VAPI's IP. Can you please elaborate on this? https://cdn.discordapp.com/attachments/1354021067391504415/1356622499642867793/Screenshot_2025-03-25_at_10.56.06_AM.png?ex=67ed3ca8&is=67ebeb28&hm=a2150ba1daa57fa882a7971c61e45d440d28c172d75807186fb1aa39d2362a6e&

You are right. Those are our IPs. Can you ask your telephony provider to share the PCAP file related to this call?

They came back and said that there was no PCAP for those calls, but they have activated it now for any future calls

Hi, checking if this is resolved/solved for you?

No, still pending on understanding more about this long call that does not appear in VAPI logs, but it was initiated by VAPI's IPs and lasted for 59 mins

Hey barbelos, I've shared all the call IDs within the specified time period. If you have a different time period or any related information, please let me know. If the call was continued for an extended period by VAPI, I'm happy to assist. Without call IDs and relevant information, my assistance is limited. I'm willing to compensate if you feel it's extended by VAPI.

Hey @Shubham Bajaj No need for compensation I'm more interested in understanding why it happened and how to prevent it from happening again We can close this, and I will monitor for similar cases!

Hey Barbelos, really thank you for understanding. Please flag any such things if they appear again for you. Happy to resolve and create a report with a thorough investigation.