All calls are ending due to silence_timed

All calls are ending due to silence_timed_out

Gustavo

04/01/2025, 1:11 AM

For the last 18 hours or so, any calls that are being answered are just timing out. Customer answers, says hello, and the agent doesn't respond. No transcript is created, but when we listen to the recording it's there. Tried switching transcribers from Deepgram to 11Labs, Google. Same issue. For example - callid: a83e7c90-78ab-4f29-ba2f-e3cceda6bd7e Dozens of other examples within the last few hours

Vapi Support Bot

04/01/2025, 1:13 AM

- Adjust

machineDetectionSilenceTimeout

(valid range: 2000-10000 ms, default: 5000 ms) as mentioned in the [voice mail detection docs](https://docs.vapi.ai/phone-calling/voice-mail-detection). 2. **Check Voice Activity Detection (VAD) Settings**: - Tweak the

voiceSeconds

parameter to balance responsiveness and avoid false triggers as noted in the [speech configuration docs](https://docs.vapi.ai/customization/speech-configuration). 3. **Verify API Keys and Configurations**: - Double-check API keys and access permissions for each agent. - Review any recent code changes that might have affected the agents' ability to receive voice input. 4. **Check Network and Connectivity**: - Ensure stable network connections for all services. - Verify that there are no issues with SIP configuration if you're using it. 5. **Review Webhook Configurations**: - Ensure your server is properly configured to receive requests from VAPI. - Check server logs for any errors or intermittent downtime. Since you've already tried switching transcribers without success, the issue might be related to other configuration settings or service delays rather than the transcription service itself. Is there any other information about your setup that you could share to help narrow down the issue? Sources: - [Discord Thread about Voicemail Detection](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1344633027925377064) - [Discord Thread about 11Labs Delays](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1338586561662419055) - [Discord Thread about Agent Silence](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1327662627882795059) - [Discord Thread about Audio Streaming](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1341810370700120064) - [Vapi Changelog](https://docs.vapi.ai/changelog/2024/11/30)

Vapi Support Bot

04/01/2025, 1:13 AM

Hi there! I understand you're experiencing an issue where calls are ending due to silence_timed_out errors, even though customers are answering and speaking. That's definitely frustrating! Unfortunately, I can't determine the exact cause for your specific call ID without access to your system's logs and configuration. However, I can help with common causes and troubleshooting steps for this issue. Based on the information I found, here are some potential causes for the silence_timed_out errors you're experiencing: 1. **Voicemail Detection Configuration Issues**: Incorrect voicemail detection settings can cause the system to misinterpret silence and prematurely end calls. According to [documentation](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1344633027925377064), parameters like

machineDetectionSilenceTimeout

might need adjustment. 2. **Delays from External Services**: Delays in responses from text-to-speech providers can trigger silence timeouts. In one case, a [silence timeout was triggered](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1338586561662419055) because of a delay from 11Labs responding. 3. **Agent Silence After Tool Use**: The agent may go silent after a tool call, leading to a timeout, as [mentioned here](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1327662627882795059). 4. **Audio Streaming Issues**: Problems with streaming audio to and from Vapi can cause calls to time out, according to [this source](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1341810370700120064). Here are some troubleshooting steps you can try: 1. **Adjust Silence Detection Settings**: - Increase the

silenceTimeoutSeconds

parameter, which can now be set up to 3600 seconds according to the [changelog](https://docs.vapi.ai/changelog/2024/11/30).

Vapi Support Bot

04/01/2025, 1:13 AM

- [Voice Mail Detection Documentation](https://docs.vapi.ai/phone-calling/voice-mail-detection) - [Speech Configuration Documentation](https://docs.vapi.ai/customization/speech-configuration)

Kyle Brunker

04/01/2025, 7:33 PM

Hey Gustavo, could you share other call IDs so I could also take a look at them? With this call ID, I couldn't find anything which helps me to investigate your ticket.

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