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Transfer call not working
# support
a
I transfer some calls from cloud onix to vapi but I can’t see them on the call log. The calls are not even connected to the bot. For exemple : callId: [ ⁃ a37eea52-1dc1-4d4b-9750-4c327745d806 ⁃ a37eea52-1dc1-4d4b-9750-4c327745d806 ⁃ e6a68348-8460-49eb-8122-c3551873ea87 ⁃ 11932cf1391c33ef6b81374c07d807d9@18.118.227.186:9067 ] Can you please check. https://cdn.discordapp.com/attachments/1371814938523336774/1371814939068727356/IMG_6220.jpg?ex=682481b8&is=68233038&hm=a4490067f2397dcc84a19ccf3b09212cbd6f770c04303f1b97ef1a5af4fd780e&
@Vapi @Vapi Support Bot @Sahil @Shubham Bajaj
v
I understand that you're experiencing issues with transferred calls from cloud onix to Vapi not appearing in the call log or connecting to the bot. I see you've provided specific call IDs and details from your call logs, which is helpful. While I don't have access to additional troubleshooting information at the moment, your detailed description will be valuable for further investigation. Thank you for sharing these details and for your patience as this gets looked into.
Thanks for sharing the details and the screenshot. Based on the information you've provided, I can see that the specific call IDs you mentioned are not present in the Vapi call log entries from the attached image. This matches your observation that the transferred calls from cloud onix are not appearing in the log and are not connecting to the bot. While I don't have additional troubleshooting steps or technical details available, your summary of the issue is accurate based on the current call log data.
Thank you for sharing the details and call IDs. I understand how frustrating it can be when transferred calls don't appear in the call log or connect to the bot as expected. While I don't have enough information to pinpoint the cause right now, your detailed description and the call IDs you've provided are very helpful for further investigation. If you have any additional details or notice any patterns, feel free to share them.
n
@Sahil @Shubham Bajaj To put some context, this is a "Transfer" it's a dial-into the agent. Have a look at SIP Call-ID: 
203332fe0082163116efe0581e21eadc@18.224.62.13:9067
The 
SIP 200 OK
message is received on our side with a contact, which apparently doesn't update the currently running Dialog. Also, I can see some other tickets opened on the same issue, as the call will disconnect after 31 seconds exactly, due to the lack of 
SIP ACK
processing on your side.
Here is what it looks like
s
looking into it.
@Ali can you share the VAPI phone number ID?
a
The calls are now working
t
hey @Nir Simionovich (CEO@Cloudonix) looking into this issue, 18.224.x.x isnt one of our public IPs -- 44.229.228.186 and 44.238.177.138 are ours -- can you check where thats coming from? you may have to clear dns cache on your sip server
n
18.224 is our server, and it's internal. Our system clears its DNS cache based on the DNS TTL provided by VAPI DNS. The problem was already related to Nikhil and Sagar. This is a session stickiness issue on VAPI application server side, where the ACK is returned via the wrong server. We have other sessions that work just fine.
t
ah yep we resolved the issue about 35-40 minutes ago, it was due to a node rotation that happened last night
n
Good to know
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