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Issue with purchasing concurrent lines
# support
i
Hi, I tried to purchase concurrent lines but it said there was an issue when I tried to purchase and to contact support. I am mainly doing this because in the middle of a call I heard two men talking on what seemed to be another call and so I wanted to upgrade my plan in order to not have this happen to my customers. Do you know why this would happen?
v
Hi there! šŸ‘‹ I understand you're facing two issues - trouble purchasing concurrent lines and hearing other conversations during your calls. I don't have access to your specific account details to determine exactly what went wrong with your purchase attempt, nor can I pinpoint the exact reason you heard other people on your call without investigating that specific incident. However, I can help explain possible causes for both issues. Regarding your issue purchasing concurrent lines, there are several possible reasons this might happen: According to our documentation, some common causes include: - Database outages that temporarily affect our services - System glitches or bugs that incorrectly report issues during purchase - Incorrect concurrency limit settings on your account For the issue of hearing other conversations during your calls, this could be due to: - Audio channel mixing issues where separate conversations overlap - Network and connection problems that might misdirect audio streams - Issues with background noise filtering (which is disabled by default in beta) - Call routing or recording problems To resolve your purchasing issue, I'd recommend [contacting our support team](support@vapi.ai) with your organization ID and details about the error you encountered. You can reach them by: - Email: support@vapi.ai - Phone: +16054440129 - Creating a support ticket through our portal When contacting support, be sure to mention both issues you're experiencing - the purchasing problem and the call overlap concern, as they'll want to investigate the privacy implications of hearing other conversations. Is there anything else I can help clarify about these issues? Sources: - [Reasons for issues when purchasing concurrent lines](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1334473881242832970)
- [Troubleshooting issues when purchasing concurrent lines](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1336441893395103820) - [How to contact support for issues purchasing concurrent lines](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1333747605628391434) - [Reasons for hearing other conversations during calls](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1316042862630146058) - [Privacy implications of hearing other conversations during calls](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1333457029955719279)
I understand how concerning both these issues are, especially hearing other people's conversations during your call - that's definitely something we need to address right away! šŸšØ Given the nature of your issues, particularly the privacy concern about hearing other conversations, I've just escalated your case to our support team for immediate investigation. This requires direct access to your account details and a technical analysis of what happened during that specific call. Our support team will be reaching out to you shortly to investigate both the purchasing issue and the call privacy concern. They'll need your organization ID and any specific details about when the call overlap occurred to properly investigate. In the meantime, if you have any call IDs, timestamps, or error messages from when you tried to purchase the concurrent lines, please have those ready as they'll help our team resolve your issues faster. Thanks for bringing these issues to our attention - we take privacy concerns very seriously and will work to resolve this as quickly as possible! šŸ‘
i
60b5eec1-ccae-4645-83d1-1de4dd9455ab @ :25 seconds a group of men speaking another language can be heard 991519d7-a353-41b1-9c04-bdbd95ff8dbb @ :50 random other voice (not caller) says "OK!"
@Shubham Bajaj thanks for responding to earlier query. Just flagging here. @sagar looked at last night but responded to his initial q that seemed fine. here are IDs with exact time frames of issues. Happy to DM you audio files if helpful
Happened again: f1ad9c0a-02b6-4b41-a238-635d4635ee59
s
@ithaka request-sent-to-LLM šŸ”µ 23:38:02:219 OpenAIRequest Request. Messages: [ { "role": "system", "content": "You are Casey, a virtual receptionist for A-S-A-P ..." }, { "role": "assistant", "content": "Hi. You've reached ASAP Ventures, the appliance experts. I'm Casey, a virtual receptionist. How can I help you today?" }, { "role": "user", "content": "Yeah, Casey. Um, I just have a general question. What are your hours of operation?" } ] model-output-sent-to-voice-model :large_blue_circle: 23:38:03:040 Cartesia Pushing (0-cde113f)... 39 "Iā€™m glad you called with your question!" :large_blue_circle: 23:38:03:271 Cartesia Pushing (0-cde113f)... 74 "I can gather some information from you so our team can assist you further." :large_blue_circle: 23:38:03:408 Cartesia Pushing (0-cde113f)... 44 "May I have your first and last name, please?" transcript-received :large_blue_circle: 23:38:05:669 
assistant
Final Transcript : I'm I'm glad that you told with your called.: 0.72314453 :large_blue_circle: 23:38:08:223 
assistant
Final Transcript : With your question. But I'm actually: 0.74902344 :large_blue_circle: 23:38:09:528 
assistant
Final Transcript : just: 0.890625 :large_blue_circle: 23:38:11:120 
assistant
Final Transcript : you're 10 from there.: 0.87646484 :large_blue_circle: 23:38:12:889 
assistant
Final Transcript : You called with your question.: 0.8195801
@ithaka Hey, what's happening for you is as you can see the model generates output and we send the output as it is to the voice provider but The fact is your voice provider for some reason is hallucinating here and adding up some extra words to it And even if you notice that your voice has a male voice between Those two words is again coming from Cartesia I will also be sharing the company blogs related to it below..
@ithaka I couldn't send you a DM that's why I have to share the logs here.
Let me know if you have more questions or any kind of clarifications required. I am happy to help.
i
@Shubham Bajaj really appreciate the help.
Spoke with Yoshita
This is very helpful
s
Apologies for the delay.
i
Know some folks on the Cartesia team, will reach out
s
Let me know what they think about it.
i
No worries, know you are busy. Hope you get some additional help soon šŸ™‚
Appreciate it, one of my favourite parts about Vapi is access to Cartesia voices so will follow up
Glad to see the GUI updates are working... Bugs are smoothed out
Was able to upgrade
What is credit to minutes conversion?
And let me know if there is a blog page about this, happy to go check out...
s
All code/brains no doc as of now
Each credit is equivalent to $1. Once you're done with the call, based on your call cost, the equivalent credits are deducted from your wallet.
i
Thanks. I remember previously that it would cost me about $0.13 per minute of call time. Is that the number I should have in mind when I think about how much a dollar of credit is worth?
k
I don't have clarity on your previous calls, but if you can share the call ID, I can share the current call cost with you.
i
Thanks - 
01aba704-fd83-4580-be4f-0e59cbb360e2
We are running several products... So different costs. Do you know when you and the team will have new billing out? (approximately)
k
Can you share your primary org ID? I'll change your plan to Pay-As-You-Go. Then you'll be able to view the call cost by yourself. Currently, you might be under the VAPI free plan, which is why you can't see the call cost.
Here is the post of the call ID you have shared:
Copy code
xšŸ”µ 03:03:13:695 Costs: [
  {
    "type": "transcriber",
    "transcriber": {"provider": "deepgram", "model": "nova-3"},
    "minutes": 1.6113833333333334,
    "cost": 0.01583337
  },
  {
    "type": "model",
    "model": {"provider": "openai", "model": "gpt-4o"},
    "promptTokens": 9939,
    "completionTokens": 283,
    "cost": 0.048135
  },
  {
    "type": "voice",
    "voice": {
      "provider": "cartesia",
      "voiceId": "156fb8d2-335b-4950-9cb3-a2d33befec77",
      "model": "sonic-2"
    },
    "characters": 1108,
    "cost": 0.03324
  },
  {
    "type": "vapi",
    "subType": "normal",
    "minutes": 1.5365,
    "cost": 0.076825
  },
  {
    "type": "analysis",
    "analysisType": "summary",
    "model": {
      "provider": "anthropic",
      "model": "claude-3-7-sonnet-20250219"
    },
    "promptTokens": 379,
    "completionTokens": 75,
    "cost": 0.002262
  },
  {
    "type": "analysis",
    "analysisType": "successEvaluation",
    "model": {
      "provider": "anthropic",
      "model": "claude-3-7-sonnet-20250219"
    },
    "promptTokens": 1960,
    "completionTokens": 4,
    "cost": 0.00594
  },
  {
    "type": "knowledge-base",
    "model": {"provider": "google", "model": "gemini-1.5-flash"},
    "promptTokens": 0,
    "completionTokens": 0,
    "cost": 0
  }
]
i
Thank you Primary Org ID is: 
bade8ed8-7c08-4566-990a-b416ab7ba135
Do you what the cost is per 1k minutes? Reached out to sales last week but haven't heard back
k
I've created your organization account to pay as you go. Now you can see the call cost and everything. Let me know!
i
it's been updated. Know team is slammed but something to pass on, when I try to enable autoreload for payments get this error:
Copy code
Unexpected Application Error!
c.toFixed is not a function
TypeError: c.toFixed is not a function
    at Y96 (https://dashboard.vapi.ai/assets/index-B6fq3JhS.js:1983:21340)
    at $Ge (https://dashboard.vapi.ai/assets/index-B6fq3JhS.js:325:17227)
    at dr2 (https://dashboard.vapi.ai/assets/index-B6fq3JhS.js:327:3150)
    at yh9 (https://dashboard.vapi.ai/assets/index-B6fq3JhS.js:327:45345)
    at wh9 (https://dashboard.vapi.ai/assets/index-B6fq3JhS.js:327:40216)
    at WE5 (https://dashboard.vapi.ai/assets/index-B6fq3JhS.js:327:40139)
    at fM1 (https://dashboard.vapi.ai/assets/index-B6fq3JhS.js:327:39986)
    at br2 (https://dashboard.vapi.ai/assets/index-B6fq3JhS.js:327:36289)
    at Lh9 (https://dashboard.vapi.ai/assets/index-B6fq3JhS.js:327:35223)
    at W (https://dashboard.vapi.ai/assets/index-B6fq3JhS.js:312:1655)
    at MessagePort.a1 (https://dashboard.vapi.ai/assets/index-B6fq3JhS.js:312:2035)
k
Can you change your org channel from daily to weekly? You have to visit the organization page under VAPI dashboard, and there you will see the channel section. Just click on it and change to weekly. if you want to be getting these error responses again.
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