https://vapi.ai/ logo
Join Discord
Powered by
An error occurred in this call: call.in-progress.e...
# support
t
I am trying to make a call from vapi using the Nvoip sip connection. I created the connection with the information in the image 1 (vapi1). I already tested this SIP Configuration Values using MicroSip and It worked, I was able to make a call using the Nvoip number +551147099419. The Configuration is in the image 2 (vapi2) I created the phone number in Vapi and clicked "Make a Call", image 3 (vapi3) The call log is in the image 4 (vapi4) The call log details with the error is in the image 5 (vapi5) https://cdn.discordapp.com/attachments/1372597431497130227/1372597432281731173/vapi1.png?ex=68275a79&is=682608f9&hm=d078a12051618175af7aaba7d2189d6643a0798aab5276dba4217ea9aa5ed486& https://cdn.discordapp.com/attachments/1372597431497130227/1372597432847700109/vapi2.png?ex=68275a79&is=682608f9&hm=29aee82df6785b655bc779ed0cc61cf4683f387d183b0165599141ff81fd950b& https://cdn.discordapp.com/attachments/1372597431497130227/1372597433263063091/vapi3.png?ex=68275a79&is=682608f9&hm=5efc96c337b1e3186cdad815c987675e245fe315a3c0540bf241dc9c75c197b6& https://cdn.discordapp.com/attachments/1372597431497130227/1372597433519050792/vapi4.png?ex=68275a79&is=682608f9&hm=00264c3a5bafb745527cf0d1202222851b6c24996b16e0d3399f61ebcd1b23f6& https://cdn.discordapp.com/attachments/1372597431497130227/1372597433824968756/vapi5.png?ex=68275a79&is=682608f9&hm=b1c44aac05c32ed08a7dad6a97160908cd7a988d215b40a2cb3a767e79e10fdf&
v
The error "call.in-progress.error-sip-telephony-provider-failed-to-connect-call" usually means Vapi could not connect to the SIP gateway, often due to a misconfiguration or network issue. As a first step, double-check that the SIP server address, port, protocol, username, and password in your Vapi configuration exactly match those that worked in MicroSip. If they match, ensure your firewall allows SIP traffic (UDP port 5060) and that your SIP provider is not blocking Vapi's IP. Reviewing your SIP provider's logs for rejected or missing INVITE requests can also help pinpoint the issue. Sources: - [Troubleshooting SIP connection errors in Vapi](https://discord.com/channels/1211482211119796234/1336713212233515089) - [call.in-progress.error-sip-telephony-provider-failed-to-connect-call meaning and troubleshooting](https://discord.com/channels/1211482211119796234/1340144301132353637)
A common cause of the "call.in-progress.error-sip-telephony-provider-failed-to-connect-call" error is a mismatch in SIP configuration or network issues. Please double-check that the 
sipUri
, server, username, password, and domain in your Vapi configuration exactly match those used in your working MicroSip setup. For example:
Copy code
json
{
  "provider": "byo-sip-trunk",
  "credentials": {
    "username": "120493001",
    "password": "your_password"
  },
  "gateways": [
    {
      "ip": "sip.nvoip.com.br",
      "port": 5060,
      "outboundProtocol": "udp"
    }
  ]
}
If the settings are correct, review your SIP provider's logs to confirm if INVITE requests from Vapi are being received and not blocked or rejected. Sources: - [Vapi SIP connection troubleshooting](https://discord.com/channels/1211482211119796234/1333747605628391434) - [Vapi outbound call troubleshooting](https://discord.com/channels/1211482211119796234/1336713212233515089)
a
p
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: .
a
I think this may be a twillio issue... tried backup plan and getting the same error. Even if I use my Vapi number it says it is invalid
t
There is only dates available for June 17th, is there another way to get help?
a
My issue was that I had non-printable characters somehow inserted into the number. Once I cleaned that up, all worked.
p
Please allow us some time to investigate and we will get back to you
t
Do you have any estimated date for a return?
p
Copy code
"call_id": "f168481f-a545-123e-419c-0e3cec77810b", "sip_status": 403, "sip_reason": "Forbidden", "call_status": "failed", "account_sid": "c540e46c-41f5-48d4-a551-9a2a72af3c09", "trace_id": "6aff9250165a4a0b50f8f2581a7848b9",
After some investigation, we have this log to return to you. Your SIP works in other places, but there is some IPs that need to be whitelisted in order to use VAPI, which can be found on the documentation: Please also make sure that your credentials are entered in correctly. If you need any assistance regarding these topics, feel free to reach out.
t
Is it possible to check this log in my dashboard? That way I can test when I request to whitelist the IPs. Thanks for the reply.
p
No this information is only available in our backend, but you can see the main error and report any call ids to us to investigate further.
t
I make a call with Nvoip support and still not working. There is not any log registered on nvoip. Can you send me a tutorial with the steps to configure SIP connection and test a call ?
v
Here are the general steps to configure and test your SIP connection with Vapi: 1. **Obtain SIP details**: Get your SIP server address, username, password, and phone number from your provider. 2. Create SIP trunk credential in Vapi using the API (see [SIP trunk guide](https://docs.vapi.ai/advanced/sip/sip-trunk)). 3. Associate your phone number with the SIP trunk in Vapi. 4. **Whitelist Vapi IPs**: 44.229.228.186/32 and 44.238.177.138/32 in your provider's firewall. 5. Test outbound/inbound calls via the Vapi dashboard or API. Example API call for outbound test:
Copy code
json
POST https://api.vapi.ai/call/phone
{
  "assistantId": "YOUR_ASSISTANT_ID",
  "customer": { "number": "15557654321", "numberE164CheckEnabled": false },
  "phoneNumberId": "YOUR_PHONE_NUMBER_ID"
}
[Full guide here](https://docs.vapi.ai/advanced/sip/sip-trunk) Clarifying question: Have you already whitelisted the required Vapi IPs in your Nvoip firewall, and if so, did you receive any error or confirmation from Nvoip after doing so? Source: - [Vapi SIP Trunking Guide](https://docs.vapi.ai/advanced/sip/sip-trunk)
Here are the general steps to configure and test your SIP connection with Vapi: 1. **Obtain SIP details**: Get your SIP server address, username, password, and phone number from your provider. 2. Create SIP trunk credential in Vapi using the API (see [SIP trunk guide](https://docs.vapi.ai/advanced/sip/sip-trunk)). 3. Associate your phone number with the SIP trunk in Vapi. 4. **Whitelist Vapi IPs**: 44.229.228.186/32 and 44.238.177.138/32 in your provider's firewall. 5. Test outbound/inbound calls via the Vapi dashboard or API. Example API call for outbound test:
Copy code
json
POST https://api.vapi.ai/call/phone
{
  "assistantId": "YOUR_ASSISTANT_ID",
  "customer": { "number": "15557654321", "numberE164CheckEnabled": false },
  "phoneNumberId": "YOUR_PHONE_NUMBER_ID"
}
[Full guide here](https://docs.vapi.ai/advanced/sip/sip-trunk) Clarifying question: Have you already whitelisted the required Vapi IPs in your Nvoip firewall, and if so, did you receive any error or confirmation from Nvoip after doing so? Source: - [Vapi SIP Trunking Guide](https://docs.vapi.ai/advanced/sip/sip-trunk)
Here's a step-by-step guide to set up and test your SIP connection with Vapi: 1. Create a SIP trunk credential (replace placeholders with your info):
Copy code
bash
curl -X POST "https://api.vapi.ai/credential" \
  -H "Content-Type: application/json" \
  -H "Authorization: Bearer YOUR_VAPI_PRIVATE_KEY" \
  -d '{
    "provider": "byo-sip-trunk",
    "name": "Your SIP Trunk",
    "gateways": [{ "ip": "YOUR_SIP_PROVIDER_DOMAIN" }],
    "outboundAuthenticationPlan": {
      "authUsername": "YOUR_SIP_USERNAME",
      "authPassword": "YOUR_SIP_PASSWORD"
    }
  }'
2. Associate your phone number using the returned 
credentialId
. 3. Test an outbound call using the 
/call/phone
endpoint. Ensure your SIP provider has whitelisted Vapi's IPs: 
44.229.228.186/32
and 
44.238.177.138/32
. For more details, see the [Vapi SIP Trunking documentation](https://docs.vapi.ai/advanced/sip/sip-trunk). Source: - [Vapi SIP Trunking documentation](https://docs.vapi.ai/advanced/sip/sip-trunk)
Here's a step-by-step guide to set up and test your SIP connection with Vapi: 1. Create a SIP trunk credential (replace placeholders with your info):
Copy code
bash
curl -X POST "https://api.vapi.ai/credential" \
  -H "Content-Type: application/json" \
  -H "Authorization: Bearer YOUR_VAPI_PRIVATE_KEY" \
  -d '{
    "provider": "byo-sip-trunk",
    "name": "Your SIP Trunk",
    "gateways": [{ "ip": "YOUR_SIP_PROVIDER_DOMAIN" }],
    "outboundAuthenticationPlan": {
      "authUsername": "YOUR_SIP_USERNAME",
      "authPassword": "YOUR_SIP_PASSWORD"
    }
  }'
2. Associate your phone number using the returned 
credentialId
. 3. Test an outbound call using the 
/call/phone
endpoint. Ensure your SIP provider has whitelisted Vapi's IPs: 
44.229.228.186/32
and 
44.238.177.138/32
. For more details, see the [Vapi SIP Trunking documentation](https://docs.vapi.ai/advanced/sip/sip-trunk). Source: - [Vapi SIP Trunking documentation](https://docs.vapi.ai/advanced/sip/sip-trunk)
t
I used another sip service and had the same problem, can you check the logs again to see what happened? The tests has been made today.
v
I don't have any new log details or investigation results for your most recent test calls at this time. If you have specific call IDs from today's tests, sharing those can help with further investigation. If there are any updates or new findings, you'll be informed as soon as they're available.
You cannot access detailed SIP logs directly from your Vapi dashboard. To review backend SIP logs (such as error codes and reasons), please provide your call ID(s) to Vapi support—they can investigate and share the relevant details with you. You can still view the main call status and errors in your dashboard to help identify issues. Source: - [Vapi SIP Trunking Guide](https://docs.vapi.ai/advanced/sip/sip-trunk)
You cannot access detailed SIP call logs directly from the Vapi dashboard. Only the main error status is visible to you; for full log details (like SIP status and backend traces), you need to provide the call ID to Vapi support, who can then investigate and share relevant findings. If you have recent call IDs, please share them with support for further analysis. Source: - [Vapi SIP Trunking Guide](https://docs.vapi.ai/advanced/sip/sip-trunk)
t
Please check the call with the ID: f381f59c-26a7-47dd-a289-6d608ea7aef2
v
I don't have any new log details or investigation results for the call with ID f381f59c-26a7-47dd-a289-6d608ea7aef2 at this time. If there are any updates or findings related to this call, you'll be informed as soon as they're available.
Vapi support will need to review backend logs for your call ID (
f381f59c-26a7-47dd-a289-6d608ea7aef2
). You cannot access these logs directly; please wait for a response from support—they will investigate and share any findings with you. For reference, only high-level call status is visible in your dashboard; detailed SIP logs require support intervention. Source: [Vapi SIP Trunking Guide](https://docs.vapi.ai/advanced/sip/sip-trunk) Source: - [Vapi SIP Trunking Guide](https://docs.vapi.ai/advanced/sip/sip-trunk)
a
I am having similar issues with call ID: 29147319-c4e9-4639-af90-99b9d08759de using Telviva One out of South Africa. The values used are working fine on the Zoiper client form a testing perspective.
v
Thank you for sharing your call ID and details. Since your SIP credentials work in Zoiper but not with Vapi, and detailed logs are not yet available, could you please confirm if you have whitelisted Vapi's IP addresses (
44.229.228.186/32
and 
44.238.177.138/32
) with your SIP provider? This is a common requirement for successful SIP trunk connections. For more details, see the [Vapi SIP Trunking documentation](https://docs.vapi.ai/advanced/sip/sip-trunk). Once confirmed, we can further narrow down the issue while waiting for backend log analysis. Source: - [Vapi SIP Trunking documentation](https://docs.vapi.ai/advanced/sip/sip-trunk)
t
Yes, the IPs are whitelisted.
v
Thank you for confirming that the IPs are whitelisted. At this time, there are no new log details or investigation results available for your recent test calls. Only high-level call status is visible in your dashboard, and detailed SIP logs require review by support staff. If any updates or findings become available, you will be informed as soon as possible.
Since your IPs are whitelisted, the next step is to ensure your phone number is correctly associated with your SIP trunk in Vapi. Use the following API call (replace placeholders with your details):
Copy code
bash
curl -X POST "https://api.vapi.ai/phone-number" \
  -H "Content-Type: application/json" \
  -H "Authorization: Bearer YOUR_VAPI_PRIVATE_KEY" \
  -d '{
    "provider": "byo-phone-number",
    "name": "Your Number Name",
    "number": "YOUR_PHONE_NUMBER",
    "numberE164CheckEnabled": false,
    "credentialId": "YOUR_CREDENTIAL_ID"
  }'
If this is already set up and the issue remains, please wait for Vapi support to review your call logs, as detailed SIP logs are not directly accessible to users. Source: - [Vapi SIP Trunking Guide](https://docs.vapi.ai/advanced/sip/sip-trunk)
s
t
Ok, I made a new payment and enabled auto reload
p
Hey Tiago, a gentle reminder to continue this thread.
t
Hi, please, can you help me to know what is the next step to resolve this problem?
Now I see the pcap file in the previous message, I will send o pcap file to NVOIP support.
p
Thanks, let me know what do they say.
t
I am still waiting for the nvoip support so I am trying to use a Telnyx number. I tested a call right now with this Telnyx number: +55-11-4118-4789
p
Hey Tiago, let me know what your SIP provider says. Regarding the Telnyx number, I don't know if you're trying to convey there's an issue or not. So if you can let me know a brief current issue or if you're facing any blockers, I can help you.
s
@Tiago Machado Let me know how did you solve the problem and how SIP trunking is costing you per minute?
p
@subratsagar_86077 Please send a DM to @tiagomachado_45957 or continue the thread in general as this support request is now closed. Thank you
PreviousNext
Powered by