Hello @Vapi, We are seeing a lot of call getting cut with reason: 'customer-ended-call'. These calls just drop randomly at various points, without customer explicitly ending the call nor is there any end call phrase spoken. We verfied with the customer and checked the recordings to see if they are actually cutting the call themselves or not, but that's not the case. We have seen around 20% of all our calls result in this. Some calls get disconnected just after the greeting, and a lot of them in the middle of the call. Please find a few Call Sids Below: We have double checked with the candidates and they have not cut the calls themselves. 1. Cut just after the first message: a82d206f-ac7a-41a2-99cd-482511a08291, 228956e9-9db8-48a2-b600-25a8e67a99f5, a9475046-3b31-492b-89cb-018b67b410ca, 770a66dc-4dca-4769-aa7f-547dcdac950e, 0154ce29-5a61-437a-9b40-4dbbc7f750e6, 74ecfac2-f5c7-4de4-92fd-2b454859eab1, 66fff0ee-d2cc-4c93-b9c2-9a2a8ccbc3f1 2. Drops randomly in between the call: 6756ff20-ed3a-4c25-8f63-0feebfe93d93, 670809d5-5452-4271-ab69-83ce566871bb, 440a79ee-b8cc-46a8-9dbb-2852949bf78b, d042f8fd-bf64-466c-a863-31d2c6feb971 Can you help us understand in what all cases is the status customer-ended-call given? And help us debug the above issue. Thank you in advance.

The "customer-ended-call" status occurs when either the VAPI client ends the call or when call termination comes from Twilio. Since you've verified customers aren't ending calls themselves, this is likely a Twilio-related issue. To debug this problem: 1. Contact Vapi support with your Call SIDs by emailing

support@vapi.ai

2. Request PCAP files for detailed call analysis 3. Check Twilio logs for these specific calls to identify potential network or configuration issues According to [Discord discussions](https://discord.com/channels/1211482211119796234/1332286268805087272), this could be related to Twilio incorrectly marking calls as terminated. Sources: - [Discord discussion about customer-ended-call status](https://discord.com/channels/1211482211119796234/1332286268805087272) - [Discord discussion about debugging with Call SIDs](https://discord.com/channels/1211482211119796234/1333747605628391434)

These are mostly web calls.

I have the same issue, calls are dropping within 6-7 seconds. we receive the end reason as customer-did-not-answer while the client voice is recorded, I've also tried a new phone number, the output is the same

checking if this is resolved/solved for you?

No not yet. Still facing a ton of this issue.

In my case the core problem is that the AI starts speaking while the call is still ringing and hasn’t been answered yet. As a result, by the time the client picks up, the AI has already reached its timeout and ends up playing the silenceTimeoutMessage instead of the first message. The call then drops without giving the client a chance to respond.

In my case, it just drop after greeting and very randomly. How did you pinpoint this root cause?

For me, it was random at first too. Then I initiated 50 calls, and noticed all of them dropped before the 7th second. I removed everything related to ending the call, including the end call function, but the result was the same. After adjusting the wait time, the start speaking plan, and the silence timeout, it now works fine if the client answers as soon as the phone starts ringing. But if they answer after about 10 seconds of ringing, the first message they hear is "Are you still there?" and then the call drops. The end-of-call report still shows "customer-did-not-answer." Not sure but from what I understand, it doesn’t detect when the call is actually connected, so it reaches the timeout if no input is received.

I analyszed around 300 calls, there are around 60 cases where the transcript has "Are you still there?" , but there are also around 65-70 cases where the transcript just has "Greeting message" and the call drops after that. And around 30-40 cases where the call drops in the middle of user speaking(no connectivity issues). So far i am not even able to build a hypothesis. And in my case the time between ringing and started is not much because of the web call, and these calls are initiated by the user.

what is the endedReason?

'customer-ended-call' for all of them.

Hey @mehul I will share the PCAP files with you by today for these calls.

Thanks much Shubham.

Hey @Mehul Apologies for the delay. As you can see in the screenshot, all of these calls are web calls, and because they are web calls, I cannot share any PCAP files with you related to them. So I will ask you to check the calls again for which you want the PCAP files. These calls are more than 2 weeks long from the time you have created the ticket. So because of that, because we keep the logs only for two weeks, I couldn't look into them further. https://cdn.discordapp.com/attachments/1365207252675596388/1368983349166604309/image.png?ex=681a3498&is=6818e318&hm=810d55b5b3334aa30b04c41dd41f01819fa94407dc023c457fa883f5e9bef9ec&

@Mehul Check your voicemail settings change it to twilio. Also, review the instruction line for the end call flow, temporarily remove any 'end call' instruction. Adjust the silenceTimeout and idleTimeoutSeconds to something like 15 and 5. Change the first message to just 'Hello.' That resolved the issue for me.

Like I said these are web calls only. Calls are dropping for me randomly. @Shubham Bajaj I found out that i am getting this error { "action": "error", "callClientId": "17465212310880.6053950571340497", "error": { "msg": "Exiting meeting because room was deleted", "type": "no-room" }, "errorMsg": "Meeting has ended" } And the calls just would not connect.

Hello Mehul Could you please share the recent call IDs?

Hey @Shubham Bajaj , Please find a few call ids: 1. d4a2033b-b529-4caf-bafa-46b0e105dc76 2. bb041f02-269c-405f-ac7a-c7a9db630c0a 3. fc3b7429-ff81-4323-af39-7e2b69f506ba 4. e9ca0219-6028-4ebb-b62f-0c70c58148ba

Hello Mehul, The reason behind this error message is the call is initiated, and we initiate a 15-second timeout, waiting for a user to speak. After 14 seconds, the user joins the call, which suggests a network issue. However, a second later, the call reaches the timeout limit, and we terminate it. Despite successfully ending the call, the user perceives it as abruptly ending can you try 2-3 calls with set

CustomerJoinTimeoutSeconds

to 25 or 30 seconds? Currently, it's set to 15 seconds.. https://cdn.discordapp.com/attachments/1365207252675596388/1370922642722521158/image.png?ex=682142b4&is=681ff134&hm=079f624b755054f2bee80ad7131c396eb4227a7aaf7de2910d55abb307053839&

CustomerJoinTimeoutSeconds -> will i have to set it using an API? or is it available in fe directly?

Hey, Could you please schedule a brief call at your convenience so we can discuss this matter in detail? Kindly use the following link to book a suitable time: .