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End call reason changed behaviour ?
# support
o
Hi, got multiple voicemail calls that effectively trigger the voicemail message but don't finish with a voicemail status Example : 
adec10fa-5679-4bf7-8a93-831a49e9f8d1
having status 
silence timed out
🚨 Going through this bug since I'd say yesterday
v
Hi there! I see you're experiencing an issue with voicemail calls not finishing with the proper status. Let me help troubleshoot this! 👨‍💻 I don't have access to the specific details of your call ID, but I can definitely help with the "silence timed out" issue you're experiencing with your voicemail calls. ## What's happening The "silence timed out" status means that [the call was ended due to prolonged silence, indicating inactivity](https://docs.vapi.ai/calls/call-ended-reason). This is happening because your system is detecting the voicemail message but timing out before properly registering it as a completed voicemail. ## Potential causes Several things could be causing this: 1. **Timeout configuration issues**: Your 
machineDetectionSilenceTimeout
parameter might be too short, causing the system to time out before the voicemail is fully processed. This is a common cause when the silence at the end of a machine's greeting is longer than your configured timeout. 2. **Voicemail detection settings**: There might be issues with the voicemail detection process, particularly with Twilio's detection service. 3. **Endpointing behavior**: Incorrect endpointing settings can delay silence recognition, causing premature timeouts. ## Troubleshooting steps ### 1. Adjust voicemail detection parameters Try increasing these timeout values:
Copy code
json
"voicemailDetection": {
  "provider": "twilio",
  "enabled": true,
  "machineDetectionTimeout": 30,
  "machineDetectionSpeechThreshold": 2400,
  "machineDetectionSpeechEndThreshold": 1200,
  "machineDetectionSilenceTimeout": 5000,
  "voicemailDetectionTypes": [
    "machine_end_beep",
    "machine_end_silence",
    "machine_end_other"
  ]
}
### 2. Check Twilio settings According to the [troubleshooting information](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1334001638876250233), you should: - Review any recent Twilio updates that might affect voicemail detection
- Verify your VAPI settings haven't been altered - Check network connectivity - Look at logs for both VAPI and Twilio for error messages ### 3. Implement custom endpointing rules You can use 
startSpeakingPlan
with custom endpointing rules to delay the start of speaking:
Copy code
typescript
const assistant = {
  startSpeakingPlan: {
    customEndpointingRules: [
      {
        type: 'assistant',
        regex: '.*voicemail.*',  // Adjust based on your voicemail message
        delayMs: 3000  // Adds a 3-second delay
      }
    ]
  }
}
Is there anything specific about your voicemail configuration you'd like me to help with further? Sources: - [Call Ended Reason](https://docs.vapi.ai/calls/call-ended-reason) - [Troubleshooting Information](https://discord.com/channels/1211482211119796234/1211483291191083018/threads/1334001638876250233)
o
@Vapi
Other call ids : 61e08c78-7fcf-47e9-892f-e7717a0b2156; 140df70c-643f-4868-a64e-1354f929da33
@Shubham Bajaj 🙏
To be more precise : - The live call system proves that Twilio AMD triggers the voicemail detection (as the assistant says the cached uterrance) - But the end status is like "`silenced time out`" Is there an other field I could use in the 
end-of-call-report
payload to detect that the voicemail "tool" was triggered ?
k
looking into it.
🔵 13:00:30:986 \[user LOG\] Twilio detected "machine_end_other" in 5000ms 🔵 13:00:30:986 Voicemail Detected. Message Length: 296 Message: Bonjour, je suis Alex, conseiller virtuel chez Hublo Pool. J'ai cherché à vous joindre car vous vous êtes positionné sur une mission Hublo Pool imminente, je voulais juste confirmer avec vous que ce n'était pas une erreur. N'hésitez pas à me rappeler pour faire le point ensemble, bonne journée ! 🔵 13:00:30:991 Say Request Saying 296... (say: Bonjour, je suis Alex, conseiller virtuel chez Hublo Pool. J'ai cherché à vous joindre car vous vous êtes positionné sur une mission Hublo Pool imminente, je voulais juste confirmer avec vous que ce n'était pas une erreur. N'hésitez pas à me rappeler pour faire le point ensemble, bonne journée !) 🔵 13:00:31:245 
user
Partial Transcript : Bonjour, vous êtes sur la messagerie du 0 6 quatre-vingt-quinze: 0.9067383 🔵 13:00:32:390 Conversation Buffer Processing Transcript. (previous: 63, new: 2) Previous: { "role": "user", "message": "Bonjour, vous êtes sur la messagerie du 0 6 quatre-vingt-quinze", "time": 1744203628788, "endTime": 1744203632438, "secondsFromStart": 4.583, "duration": 3650 }. New: { "role": "user", "message": "40", "time": 1744203633503, "endTime": 1744203633848, "secondsFromStart": 5.727, "duration": 345 }
Hey Omogen, could you try a 2-3 more call IDs with a shorter voicemail message? It could be that issue on our side, but I wanted to confirm before raising the flag to the team. Please try two to three test calls with a shorter voicemail message. What's happening here is post saying that voicemail message is getting some user input and then it runs into the silence timeout. When it runs into silence timeout, it shouldn't be considering user input, so there is more likely a bug. Wanted to be sure.
Checking with the team...
o
Hi Shubham, not easy to reproduce this kind of bug as you know but happy to know if : - The issue has been escalated and you can confirm it's a bug - You can confirm that a shorter voicemail message will experimentally reduce this bug frequency Thanks !!!
k
Hey Omogen, if you could reproduce this, it will be considered a bug, and the team will work on it. We'll need more call IDs to identify the pattern and attempt to reproduce it ourselves. Even I've noticed that sometimes a longer voicemail message gets cut off. As of now, it's both a bug and a voicemail message length issue. I can't double down on either because I've shared the call ID with the team, but they're on vacation and will return by Monday US time. Your help with this case will be greatly appreciated, and eventually, because of your help, I will be able to fix this bug for you.
o
Hi @Shubham Bajaj, hope that youre doing great. Basically all the 
silence timed out
calls on my account are missed voicemail (and there are a lot) From today : - 43a9c4b9-914f-4112-86c1-b65cfbe28d2f - 054a1a2e-34ff-4802-a77b-148277844b34 - 310ad4a7-8dba-494c-9c59-4a07574eb75f - ce5c4f67-9d9f-43dd-8ffc-f10bdaa2c6ea - 8a575061-de60-4595-a331-9be4b37d4de2
k
Can you go through this guide and apply the best setting suggested over here? Whch should fix it.
o
I'm sorry but I know about this doc and this is not related to my issue. 1) The problem is even if Twilio AMD detects a 
voicemail
AND Vapi raises the voicemail cached message, I don't receive a voicemail status but 
silence-timed-out
. This is clearly a bug / non-logic -> And this results in a end-of-call report containing the voicemail message but without a voicemail status and, naturally, causes issues in my post-call analysis pipeline 2) My assistants and users are running in French and vapi / google / openai voicemail detection are not reliable for this set up.
@User should I create a new issue ?
k
Hi, I was out of office for a few days and was unable to respond to your message earlier. I apologize for any inconvenience this may have caused. 
Hey @Omogen, I know this is a bug and it has been assigned to an engineer within the team. He will be working on it. Once this is resolved, I will let you know. Until then, I suggest you please wait for some time.
o
Thanks for your response, hope you enjoyed your holiday 🙏
k
Hey buddy, I will let you know as soon as I receive the update from my team.
Update the team is still working on this, and it will take us some more time to get it fixed.
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