URGENT: Assistant Did Not Receive Customer Audio E...
# supporth
Haii
05/16/2025, 5:10 AMOn almost ALL CALLS coming through, we're now receiving an error where the call cut out with our Inbound Assistant half way through speaking to the assistant. It just returns the Idle message and then hangs up. Voicemail Detection is OFF as it's an inbound assistant. Not sure if it's a coincidence but this has only started happening since we switched to Nova 3 General, and adjusted to LiveKit Smart Endpointing and made some adjustments on Idle Timeouts settings, in order to resolve Silence Timed Out issues.
Call IDs:
a641254f-4f65-4ff2-942e-bc592fb5df68
2c05aaf7-cd1c-427c-ab81-fca89d40c3f4
1ffed3da-ee7e-43b6-b322-870d62cff4ca
f59f45b1-eb0c-4c1d-9eae-623530e1e87
https://cdn.discordapp.com/attachments/1372803297878081606/1372803298280869968/Screenshot_2025-05-16_at_3.09.48_pm.png?ex=68281a33&is=6826c8b3&hm=121f77e5b89a357bd72e501dbbb49433b75c8d55adac702e4502034847b8e747&
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Haii
05/16/2025, 1:09 PM@Shubham Bajaj there is nothing available on your link until next month. Can we get a meeting sooner please?
Haii
05/17/2025, 2:23 AM@Shubham Bajaj @Kings_big💫 @kyle is there any update on this please? This is causing a critical issue with our client and our business. We really need this resolve ASAP. We noticed the calls seem to hang up at 15 seconds each time.
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Kyle
05/17/2025, 7:05 AMPlease switch off of nova 3 for the time being. There have been some issues reported recently with its use. Let us know if that works
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Haii
05/17/2025, 7:59 AMWe've done this and unfortunately has not worked.
Haii
05/18/2025, 4:20 AM@Shubham Bajaj @Kings_big💫 @kyle @Vapi is there anything else we can try? Are we closer to a resolution on this? We're losing business because of this issue, so need to know how far away this fix is please.
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Kyle
05/19/2025, 11:47 PMThere have been reports from multiple customers with this error from Twilio, and currently the error lies on the Twilio side where they are not receiving audio packets. Please reach out to their support and have them look at it.
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Shubham Bajaj
05/20/2025, 2:38 AM@Haii To reiterate, this issue appears to originate from the Twilio side. There were no media packets sent by Twilio. You can verify this with them as well. Please share their response with me.
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Haii
05/21/2025, 11:50 PM@shubham see below from Twilio, which I will also be sharing with the client for their understanding the issue was not with the AI assistant.
> It seems that it was an issue on our side with media streams failing intermittently on Forwarded calls before reaching Twilio.
> Our team was able to implement the fix and the issue should no longer be happening.
>
> We do apologize for the inconvenient this could have caused.
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Kyle
05/22/2025, 5:21 AM@Liv thanks for sharing their response, it will be helpful for others as well.