Client being waiting on hold event after transfer ...
# supporta
Artandrey
06/18/2025, 11:39 AMExpected behaviour: While the agent is playing the warm transfer message, the transfer destination should hang up. The agent should then return to the caller and continue the call
Actual behaviour: The caller remains on hold after the transfer destination hangs up. The call does not end and the agent does not return to the caller
Call id: 6ac54f89-17f3-422d-8bdb-2d2ff0642c09
v
Vapi Support Bot
06/18/2025, 11:40 AMThank you for describing the issue. To help diagnose this further, could you please confirm which warm transfer mode and telephony provider (e.g., Twilio) you are using for this call flow? This will help determine if the fallback and return-to-agent logic is supported and configured correctly in your environment.
Sources:
- [Call Handling with Vapi and Twilio](https://docs.vapi.ai/calls/call-handling-with-vapi-and-twilio)
- [Warm Transfer Modes](https://docs.vapi.ai/call-forwarding#modes-of-warm-transfer)
k
Kings_big💫
06/18/2025, 6:05 PMUse warm-transfer-experimental mode in Vapi with a fallbackPlan that disables endCallEnabled, allowing the agent to resume the call or end it cleanly..
a
Artandrey
06/20/2025, 8:15 PMThank you for your response.
We before were using the fallback plan. In those cases where the transfer destination did not take the phone and the call was hung up the agent returned to the caller. However, in this particular case, the transfer destination hung up in the middle of warm transfer message, which resulted in the caller being put on an infinite hold
k
Kyle
06/20/2025, 9:14 PMHey Artandrey, thanks for sharing the call ID. Let me go through it and then get back to you.
Kyle
06/23/2025, 9:10 AMI appreciate your patience and sharing the call ID. I've reviewed the calls, and here's what happened: the call connected to the destination, but then it either went to voicemail or something else. This means the transfer destination or the human didn't answer. Ideally, we should roll back to the assistant, but he didn't and kept the customer on the hold. I'm forwarding this issue to a team, and I'll let you know once I get the updates from them.