https://vapi.ai/ logo
Join Discord
Powered by
Transfer call tool is not working anymore
# support
l
I previously had 2 agents that where able to transfer calls to a SIP URI and a phone number but since yesterday, it stopped working and every time the transfer is being made, the call drops. I haven't done any changes to either the tools and the agent configuration so I wonder what can the cause be. On the call logs on my dashboard I see that the call was forwarded but it never reaches the destination (therefore there are no PCAP's I can check from my side) Please let me know what is the issue regarding this, thanks! Tool ID: 2aba7f99-cb4a-4804-b529-b358920bedb6 <- this tool was working completly fine and it will drop the call as well. Calls for example: 11a07472-901a-4df6-aec9-b0b797f72492 <- this was a transfer to a phone number a797d072-dd70-45a6-ab0d-8d1d36767292 <- This was is to a SIP URI
k
To help track down this issue, could you share one or two: - When exactly this happened (the timestamp) - What response you expected to get - What response you actually got instead This would really help us figure out what went wrong!
l
@Kings_big💫 The timestamps are the following: - first call (0:28): this is when the agent executes the transfer tool and says the message before transfering - second call (0:27): this is when the agent executes the transfer tool and says the message before transfering In both cases, the user asks to get transfered to a live agent. The agent recognized that it needs to use the transfer tool function and executes it always drops the call. This is something that it didn't do before. The expected response is that the agent transfers the call to the phone number provided on the tool.
For instance, would you mind checking this tool and tell me what is wrong with it? 2aba7f99-cb4a-4804-b529-b358920bedb6 both agents where able to transfer the calls without a problem but after a day, it stopped working
All call logs show as the end-call-reason as transfered call.. but there are no incoming requests coming from vapi into the destinations. Any idea as to why is this happening? @Kings_big💫
k
Looking into it
Telenyx for the first call ID the transfer using VAPI purchase number or number provided by VAPI can only work if the number or destination is in US or Canada.
For the second SIP-based call, check your telephony provider because the call was forwarded successfully from our side, and most likely your telephony has ended the call post transfer. They might be expecting us to continue the call, for which we might have to set up a cluster. That may not be possible as of now.. To know to run to any exceptions, let him know that we require the PCAP file from his side, which he can get from his telephony
l
okay... but the thing is that for the firsl call ID (agent), this transfer call function was working totally fine last week.
and regarding this... I'm not too sure because we where checking the logs to see any incoming requests but nothing shows up. Therefore, we have no PCAPS available.
In fact, I was talking to Sahil about this. I'm even having a hard time transfering the call between SIP Uri's provided by vapi
Here are two calls I did with two different tools, one with sipverb "refer" and "dial" as indicated by Sahil. I'm directly calling a SIP uri provided by vapi and the transfer destination is another SIP uri provided by vapi Sipverb "refer" call ID: 370804f0-db76-4398-a129-739cfa4e764e Tool ID: 06f7b44a-a786-4d3d-bc7c-cac0bf8e53fb Sipverb "dial" Call ID: 7da1050c-c653-483b-9b14-9e1ec7adaa89 tool ID: 4cb0f847-6ecc-48dc-ac91-a7e593b717ce
Let me know what you think @Kings_big💫
s
@luisson Basically the call is hanging up right after the for call forwarding, right using telnyx SIP?
l
Yes, but Im using SIP provided by vapi
Both for PSTN and sip but I just don’t know what happened because yet again, it used to work before and we didn’t touched anything on the config
So it shows as forwarded but it drops the call and we have no incoming requests whatsoever
s
I'll look into your call IDs now.
@luisson I'm checking on this. Allow me some time to get back to you
l
sounds good. thanks for taking a look at this @Shubham Bajaj !
s
@luisson I just looked into the call ID shared for the first one, the refer was successful, but then your telephone service provider denied it. You have to check with them how exactly they want it to be done so you can do it successfully for the second one. They said unauthorized again. You have to check with the following pcaps with file with them why for the same credentials they are saying unauthorized. That's why from our side it looks successful, but then if your telephony rejects it, you need to check with them what they exactly need or making the transfer code successful https://cdn.discordapp.com/attachments/1362820592440578129/1365062954222878730/image.png?ex=680bf171&is=680a9ff1&hm=fa13e1758e412ecb4d408017969aa271f6d9e308416947c4ddeab181d3ca27a7& https://cdn.discordapp.com/attachments/1362820592440578129/1365062954831188028/image.png?ex=680bf172&is=680a9ff2&hm=2ebff460463dd4bfe84281c4ba28081cdc86fb6628fd33e4c9ff0a1e02bbbf92& https://cdn.discordapp.com/attachments/1362820592440578129/1365062955124785173/callid-X78BdPD2Lg-6T1vt9VH43g...pcap?ex=680bf172&is=680a9ff2&hm=435fc2d33f26ff536bcc87558aaec4600fc850b86284e07732b379a46f6f72b1& https://cdn.discordapp.com/attachments/1362820592440578129/1365062955636494356/callid-Yxuzt5623mfrd3b7mJoLlA...pcap?ex=680bf172&is=680a9ff2&hm=a8a17711e5dc9275bf92e041a2e88966b1ed5567e315c3fcfeff7ad7c8eeb1b8&
Let me know if you require further help with this or clarification
3 Views
PreviousNext
Powered by