Call Forwarding not working in Europe
# supportn
Noema
04/25/2025, 10:06 AMUsing the provided transferCall tool, the call terminates itself shortly after being "forwarded" by VAPI to another number.
Expected behavior: transferCall tool transfers the call from the assistant to another number successfully
Actual behavior. The call gets terminated after the tool has been called.
v
Vapi Support Bot
04/25/2025, 10:08 AMBased on similar issues reported by other users, try disabling the call control server message on your assistant and changing your Twilio routing region to US.
This solution has resolved the same problem for other European users experiencing call termination after transfer attempts:
Copy code
1. Disable the call-control server message on your assistant
2. In Twilio settings, change the routing region to USn
Noema
04/25/2025, 10:22 AMI now disabled the call control server message and routed twilio over US.
Noema
04/25/2025, 10:22 AMIssue continues:
Call-ID: d87a8642-3a61-44f1-a4b9-511ce908e1b6
Noema
04/25/2025, 10:23 AMAnother example: 90833b3d-3392-4549-a360-59cdfeb3d2e9
Noema
04/25/2025, 10:25 AMNoema
04/25/2025, 10:25 AMPlease suggest a fix or detailed docs for this
s
Shubham Bajaj
04/28/2025, 12:59 AMHey NOEMA, could you remove this phone call control server event from your Assistant Server Messages. When you select this event, you are asking VAPI to let the phone call control for call forwarding pass to you, so that's why we never forward the call, we just mark the status as Assistant Forwarding the Call. So remove this server event from your assistant server messages, and then it will work.
n
Noema
04/28/2025, 8:15 AMRecently it does not seem to update properly unusually often
Noema
04/28/2025, 8:16 AMWhen I get the assistant I see it was removed
Noema
04/28/2025, 8:16 AMOn the logs I still see this
Noema
04/28/2025, 8:20 AMHow could I handle this event on my server otherwise?
Noema
04/28/2025, 8:35 AMNoema
04/28/2025, 10:48 AM@User We are losing money by not being able to forward the calls. Call control is being made even after it was removed from the server messages via API.
Noema
04/28/2025, 10:50 AMplease check the assistant cef97a29-4a5d-4ce9-af2f-4974937a4dd1
Noema
04/29/2025, 12:45 AM@User We will need a fix within the next 24 hours, I would really appreciate you looking into this.
Remaining issue: After removing the "phone call control server event" Vapi is still calling our server. The payload it uses demonstrates that the assistant was updated correctly and should absolutely not be exhibiting this behavior.
k
Kings_big💫
04/29/2025, 3:09 AMcc: @Shubham Bajaj
n
Noema
04/30/2025, 2:10 PMHi @User
We’re still experiencing a critical issue: Even after the call control server message was removed correctly via API, call control events continue to hit our server instead of Vapi forwarding, as confirmed by incoming payload logs. This issue is breaking our call flow and has a direct financial impact, as we're unable to forward calls properly.
Any ETA for a fix? This has been open since 4/25. Appreciate urgent attention here.
Noema
05/01/2025, 3:36 PM@Shubham Bajaj
s
Shubham Bajaj
05/05/2025, 3:35 PM@Noema apologies it got missed from my side.
Shubham Bajaj
05/05/2025, 3:39 PM@Noema I believe this was resolve in office hours, where i have shared with you have to set the
"phoneCallProviderBypassEnabled": true,