Vapi is the Voice AI platform for developers.

Vapi AI

Hey guys, we are desperate to resolve this issue. Almost all calls coming through are hanging up on customers, it's like it's not hearing the customer - we're getting the error message "An error occurred in this call: call.in-progress.error-assistant-did-not-receive-customer-audio" This is causing a massive issue for us.  Has anyone experienced this and resolved it?

Can you share the call ID?  cc: <@1006897684965244938> <@1362477557982695695>

<@865531204849500190> <@1006897684965244938> <@1362477557982695695> Some call IDs below:

fd27d278-56a7-46ae-9dc8-bf9e7fe60696
94614417-2093-42b3-8f4f-756425259486
f8aa92bc-6d70-4d64-8627-e7761f391989
d4b8f006-25c6-4966-93c8-61859f36244b
2108de93-49a8-4b3e-a8ec-af5707e106dd

<@865531204849500190> <@1006897684965244938> <@1362477557982695695> Hi guys, is this being looked at? This is causing critical issues for our business... We've noticed that calls hang up at 15 seconds each time.

<@1233570669481164832> Sorry for the bad experience. Thanks for sharing the call IDs and your patience. This issue is on us. We'll fix it before the weekend by Sunday. It's only happening to 10% of calls, so we're debugging and checking CPU throttling and overloading. We'll fix it by this weekend.
https://cdn.discordapp.com/attachments/1372925115825917992/1373142704002961468/image.png?ex=6829564c&is=682804cc&hm=57c8cfad985de3c4e80e85c253f8bfb04508c272abdf694a15e6e32781332321&

<@865531204849500190> any update on this one?

Hey <@1233570669481164832>  Thanks for the reminder. We’ve identified the issue—it was with the telephony provider. It took us a full day to trace it to its root cause, and for now it’s confirmed not to be on our side. We’re continuing to monitor the situation, and if anything else pops up on the telephony end, we’ll let you know right away.

<@865531204849500190> thank you. We just need explain this to the client with a little more detail. Are you able to summarise what the actual issue with the telephony provider might be? Is this Twilio or another provider? We're still experiencing the issue on our end. Last Call ID: 3063cc00-47ab-44ac-bd51-9defb7cb0a66

Twilio previously confirmed that the issue was not them (emailed you those details earlier).

You can find more details about this incident on our status page https://status.twilio.com/incidents/3mqjkf0thklt.
https://cdn.discordapp.com/attachments/1372925115825917992/1374817741516701800/image.png?ex=682f6e4c&is=682e1ccc&hm=199f8a02e982f2edea137f34f93c6f604eb24129b812c4cf09559cab140cac49&

<@865531204849500190> thank you for sharing! This will be helpful in explaining to our client.