Hi, I have some calls which didn't came trough with the error: call.in-progress.error-assistant-did-not-receive-customer-audio. We have tried calling the agent back with the same phone number and sometimes it works fine, and sometimes it throws this error. Can someone please help or give guidance on how to fix this error ASAP. Thanks. Call ID: 9a34b699-2bd1-418b-bcb2-428283fb328d Org ID: f3fe4827-7c96-4c6b-834b-1a8376b5c378

Looking into it

@honest_mango_86659 we're having the same issues... I've put in a support ticket for this as well. Also commented here if you want to follow https://discord.com/channels/1211482211119796234/1372925115825917992

@honest_mango_86659 @Haii Can you guys share your telephony logs as well?

Thanks for sharing that

Yes, you can access telephony logs via Vapi’s /logs API or, if you’re using Twilio, through the Twilio Console or their Call Logs API for detailed call data.

@Shubham Bajaj @Kings_big💫 Twilio log here from one of the calls https://cdn.discordapp.com/attachments/1373175163524349993/1373512911359705148/Screenshot_2025-05-18_at_2.07.55_pm.png?ex=682aaf14&is=68295d94&hm=8ffeca549542732fc19adf4a2407d6cfbf0cb113019126699feb7f7e10b45c20& https://cdn.discordapp.com/attachments/1373175163524349993/1373512911900901477/Screenshot_2025-05-18_at_2.07.49_pm.png?ex=682aaf14&is=68295d94&hm=f3f7861d6fb3611a3791a58728f9236396aaa640dd8d8b7d7a2c95ae478d2b97& https://cdn.discordapp.com/attachments/1373175163524349993/1373512912190181426/Screenshot_2025-05-18_at_2.07.41_pm.png?ex=682aaf14&is=68295d94&hm=6a86f0ec5cd8d1a8c6a8ff232fd27cd34253268aceab5aecb351e2d992996c71&

@Haii @honest_mango_86659 The issue with Twilio not sending any media packets has been resolved, and we have confirmed this with Twilio. I will suggest you to make 2-3 calls and let me know how it goes for you. cc: @Kings_big💫

@Shubham Bajaj @Kings_big💫 we are definitely still experiencing this issue within the last hour we've had quite a few. Please see the call IDs below: a98d0de9-f1b4-4b2e-a85a-48f0f9c691fb ebf58d27-16f0-4800-82d9-99b5fa2a0557 bdd798a1-58f1-4a41-a6ce-ffd788730afe f0c8e0b2-f58d-492d-bc1e-bdfdf223132f 567e82aa-2346-495d-9c51-c80842c22dff

Looking into it

Hey can you check again? Are you still getting these issues?

🔵 23:12:02:294 [twilioStream:3a5edf2c] Twilio Message:
{
  "event": "stop",
  "sequenceNumber": "3",
  "streamSid": "MZcfdebacxxx71de44",
  "stop": {
    "accountSid": "AC432358xxxx7f28",
    "callSid": "CA5156xxx6dd2"
  }
}

@Haii @honest_mango_86659 This is stop media stream coming from Twilio, and it only arrives when the call is about to finish. In case if there is some audio data coming from Twilio, the sequence number has to be greater than 4, but it's less than 4, which means there were no audio stream coming from Twilio. To verify this, you can even write to Twilio support team, they can let you that they are taking some changes back or related to this error which you are experiencing. Don't just go on our words, you can verify the same with them as well

@shubham thanks for confirming. Please see response below from Twilio. > 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.

@Haii yes it's from twilio side, is there anything else I can help with?

Thanks for the report, appreciate it. thanks

Everything is resolved now. Thank you!

Glad the issue was resolved. Please reach out to us if you have any other questions regarding this issue