Please investigate callids: 1d72ab49-e3f8-4956-b917-875b0ffee674 6322baeb-0206-4e12-8154-d471dae5333f f446b9ea-9fcd-45da-a245-badcdc84e941 cf7231cd-8c02-4bfb-a7b0-63330f50eb42 3099823c-5a94-4272-b113-b8e5d523538d and also: a492f42c-52bc-43a4-a56a-c8d025110655 which states "CUSTOMER DID NOT ANSWER". But this is an INBOUND call !? All of them have zero duration and no audio attached (so it does not seem to be associated to background noise). These calls (as all others) come from twilio via SIP. The system have been working but we noticed these calls recently.

I'm escalating your issue to our technical support team for further investigation. The call IDs you've provided will help them diagnose what's happening with these inbound SIP calls. Based on what I've found, there could be several potential causes for these errors: - Twilio configuration issues (especially with webhook settings) - SIP URI formatting or authentication problems - Machine detection timeout settings that might be too aggressive - Network connectivity or firewall issues affecting SIP traffic Since your system was working previously and these issues started recently, our team will need to look at the specific call logs to determine what changed. A support specialist will get back to you soon with more information after investigating these call IDs. Thanks for your patience!

I will be waiting for a reply

Hey @Jonas, the

customer-did-not-answer

comes when a number is busy to accept the calls or there is some busy line ongoing. That's why you see this; it's slightly misleading. https://cdn.discordapp.com/attachments/1354576436958072926/1354962591939690626/Screenshot_2025-03-28_at_5.03.41_AM.png?ex=67e732bf&is=67e5e13f&hm=9a5a342c00601f1909a5472f58d3a5be4d249905342965329e5c67cf6933cc9b&

Can you please explain what needs to be done to avoid this? As this is an inbound call, I don't know what would I need to change or fix.

There are two possible reasons for the call not being answered: the concurrency limit was reached, or the system couldn't process the incoming call. It's more likely that the concurrency limit was reached, and another call came in, which is why the call is marked as "customer did not answer."

Not really. We never have more than 2 simultanous calls.

Then if you don't have more than 2 simultaneous calls running, it might be on us where the system couldn't pick up the call in the required time. It happens rarely due to high network traffic or something else the call and it even should be framed better instead of "customer didn't answer".

Is this something you could investigate?

Yes, I can investigate and let you know if I find anything for sure.

I haven't seen it lately

Let me know once you get a chance to see it. For now, marking this ticket as closed.