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An error occurred in this call: pipeline-error-ele...
# support
i
I attempted to make a few calls today but they did not go through. I can't seem to figure out why Here is a cal ID e2fc7f95-5050-4c1f-94b0-923a150f7a69
v
It looks like your calls failed due to a 
pipeline-error-eleven-labs-voice-not-found
, which usually means the specified ElevenLabs voice could not be found or accessed. This can happen if the voice is not set up in your ElevenLabs account, the API key is missing or incorrect, or the voice library hasn't synced with Vapi ([see documentation](https://docs.vapi.ai/customization/custom-voices/elevenlabs)). Could you confirm if your ElevenLabs API key and the desired voice are correctly configured and visible in your Vapi dashboard? This will help narrow down the cause. Sources: - [Vapi Call Ended Reasons](https://docs.vapi.ai/calls/call-ended-reason) - [ElevenLabs Voice Setup](https://docs.vapi.ai/customization/custom-voices/elevenlabs)
i
We are using VAPI: Elliott as voice
a
@Isai Guerrero - RevOps i have the same issue and it is still unresolved from last night. this is a major outage and i am surprised it is not being treated as such...@Vapi Incident
i
I tried using multiple VAPI voices and none work. It appears that you're correct on it being an outage because the minute i switched to eleven labs it actually works
a
@Isai Guerrero - RevOps i clicked the report an outage button within #1293690685781839933
you should click it too
then it will alert the team
i
Okay, just clicked the button there
a
ok perhaps 1 more is needed
@Kings_big💫
s
looking into it.
a
thank you
s
did you raised the incident for this?
a
yes
this is a major issue for us, caused custoemr impact yesterday and still unresolved
had to use a different voice, and even the voice fallback plan desotn work, meaning i had to use a new voice to be a default
s
@Isai Guerrero - RevOps Did you also raise the issue for the same Elliott Voices?
a
he did
s
@ar @Isai Guerrero - RevOps Can you guys remove your 11Labs key and then try again?
a
@Shubham Bajaj i have tons of other voices for 11labs tho
and also, ive always had my key there, so why would this change suddenly
s
Just for Elliot voice.
a
its not just Elliot btw
its all vapi voices
i
Yes, it's all VAPI voices
s
Yeah for all VAPI Voice please remove your key and then try again
a
if i remove my 11labs key, will it not cause an outgage for all my other custom voices?
i
I removed the API key for 11labs and it worked for me.
s
Yeah it will but try creating a new org.
i
I can see Ar's concerns though
a
@Shubham Bajaj what do you mean by that
like what should i do if i do already have active voices from 11labs?
shouldo i remove the API key, and then add it back again?
and also, why did the fallback plan not properly work for this situation as well
s
For now, to use VAPI Voice, you cannot use your own 11Labs key.
let me check tihs.
a
@Shubham Bajaj the issue is that this was not always this case. this changed yesterday around 6pm PT
s
ACT me this was there before as well. I have to look into the things to verify
a
and also i notice when i put my API key back in again, it did work fine. very weird
I am 100% sure this is not true
because ive had the 11labs key there for months
and only had an outage here last night
with 0 changes
s
can you try again with 2-3 calls?
a
i tried a few calls and it still works
s
can you share the call_id?
a
this is a call id where it worked just now: 54eb3079-7ec3-45fa-8014-7fae7bf2c1f1 And this is a call id from last night where it had a fallback plan on it but it didnt fall back when elliot failed: 5d64fb76-45f7-47f8-aa35-56ef1a407b0c
are you able to see why the fallback doesnt work in this case? @Shubham Bajaj
cuz at this point, that is my major concern
s
can you try to have a longer conversation?
a
for which one?
when it worked?
cuz rn it seems to fully work again
just after deleting api key and adding back
s
When I looked into the shared working call id, it had only the first message. I want you to have a conversation which is longer than the first message, like try to have a conversation where you exchange with the bot 2-3 messages and then share the call id again. Meanwhile, I will take a look into the Fallback transcriber issue.
call_id 54eb3079-7ec3-45fa-8014-7fae7bf2c1f1
a
thank you
here is a call where i just did where we go back and fourht a few times: ddea1e2e-d430-4d5b-860b-ee2be349af61
yes for now, the fallback issue is my #1 concern since i am this issue could happen again and it would not properlyt fallback
s
Reported to the team, thanks for pushing it.
a
@Shubham Bajaj thank you. please let me know if you have any updates for that. im really afriad of a situation where again the Elliot voice dies because of this 11labs issue and we will drop calls
s
If Elliot issues occurs again please let me know. cc: @Isai Guerrero - RevOps @Kings_big💫
a
Yes I will let you know that. But what I’m wondering specifically is about the fact that the voice fallback plan didn’t work after that pipeline error
a
Hey, I checked with the team, the fallback plan doesn't work on say messages. The first message is of type say, that's why the fallback plan is not triggered, and it's an intentional implementation. The say message is your first message isn't considered part of the voice pipeline.
p
@Shubham Bajaj this is error is happening again. here is a call Id: 6b55e3ec-6448-4679-9731-503526bd5a55. Please look into this since this is causing major distruption.
@Shubham Bajaj are you able to look into this?
a
@Shubham Bajaj this is actually ridicoulous, really bad look for us... it happened again
y
Same issue here, it’s really disruptive experience for the customers https://discord.com/channels/1211482211119796234/1385369483312369694
s
@ar @Yuko can you share the call_ids?
@prantheman @ar Can you try again by removing your 11Labs key, and let me know how it goes for you
a
Quick update for you guys. We have fixed this issue, so this won't be repeating again.
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