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Calls suddenly ends
# support
t
Hey guys, We have calls that suddenly ends. The voicebot is speaking and it just suddenly ends (at least this is what we got in the recordings). The endedReason is silence-timed-out, however based on the recordings, it just finished mid conversation. These are call IDs that suffered for this issue: 71835fdf-ad61-462e-ab1d-72a552b15e47 17c9d434-7520-4226-9fce-dca1db8ae832 24ca1c76-ac83-450d-b11f-b80f1851dd8c Could you take a look what caused that?
v
Hi there! 👋 I'm unable to directly investigate these specific call IDs as I don't have access to your call logs. However, I can definitely help explain what might be causing this "silence-timed-out" issue even when your voicebot is speaking, and guide you on how to investigate further. ## Potential Causes for "silence-timed-out" When Voicebot is Speaking This is a known issue that can happen for several reasons: 1. **Endpointing Issues**: The system might be prematurely detecting the end of speech due to incorrect endpointing settings. According to [information from other users](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1337135526981140621), this can happen even when the voicebot is actively speaking. 2. **Configuration Issues**: Incorrect settings for timeout parameters like 
silenceTimeoutSeconds
, 
machineDetectionSilenceTimeout
, 
machineDetectionSpeechThreshold
, and 
machineDetectionSpeechEndThreshold
can lead to premature call termination, as noted in [similar cases](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1344633027925377064). 3. **Network or API Performance Issues**: Network latency, API performance slowdowns, or issues with third-party services can cause delays, leading to the system misinterpreting the voicebot's speech as silence. 4. **Voicemail Detection Configuration**: Conflicting voicemail detection settings can interfere with the 
silenceTimeoutSeconds
setting, causing unexpected call terminations. 5. **External Service Delays**: Delays from services like ElevenLabs can cause the silence timeout to trigger prematurely, as [reported by other users](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1338586561662419055). ## How to Investigate Your Specific Calls To investigate your specific call IDs: 1. **Access the Call Logs**: - Go to the [Vapi Dashboard](https://dashboard.vapi.ai/calls)
- Navigate to "logs > calls" in the left sidebar - Find the specific call IDs you mentioned 2. **Review the Call Details**: - Check the full transcript and recordings - Look for any error messages or unusual patterns - Pay attention to the timing of when the call ended 3. **API Access for More Details**: You can also retrieve detailed call data using the API:
Copy code
curl -X GET 'https://api.vapi.ai/call/{callId}' \
   -H 'Authorization: Bearer YOUR_API_KEY'
4. **Contact Vapi Support**: For a more detailed investigation, reach out to Vapi support with these call IDs. They can access more detailed logs and potentially PCAP files to identify exactly what happened. Would you like me to explain any of these potential causes in more detail, or help with specific configuration adjustments that might prevent this issue? Sources: - [Discord Thread on Endpointing Issues](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1337135526981140621) - [Discord Thread on Configuration Issues](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1344633027925377064) - [Discord Thread on External Service Delays](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1338586561662419055) - [Vapi Dashboard](https://dashboard.vapi.ai/calls)
k
Hey theremix, Thanks for sharing the call IDs, but I need to hear one of the call ID audio recordings so I can understand what would've actually happened during the call. Without having the public recordings of them, I cannot come to any conclusions or do any debugging. If possible, please share any public recording with me of either of these calls, either here or in the DM.
t
Hey @Shubham Bajaj I will share the recording in DM
@Shubham Bajaj FYI, me and @banglee_work_01007 work together in the same team. This is connected to this thread: https://discord.com/channels/1211482211119796234/1353844859944829059/ sorry for breaking this into 2 seperate threads.
k
lI have listen to the call recordings and checking with 11Labs team and will be waiting for their response before reaching to any conclusion.
Hey guys, could you please try 2-3 test calls and let me know how it goes for you?
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