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Call forwarding / transfer failing in USA/CANADA -...
# support
a
I've tried for the last hour, but I can't get a call transfer to work! Just need it to dial my cell when it needs to speak to a human - using a Twillio Number conntected. { "id": "8aff4592-8ad1-4d3e-9951-c52b13cb3c54", "createdAt": "2025-07-01T14:36:13.363Z", "updatedAt": "2025-07-01T14:48:06.461Z", "type": "transferCall", "function": { "name": "transfer_call_tool", "parameters": { "type": "object", "properties": {}, "required": [] } }, "orgId": "5666887a-cfb7-4a2f-b178-c5d56ebd14d6", "destinations": [ { "type": "number", "number": "+16474923594", "message": "Thank you for holding", "callerId": "+16474923594", "description": "When there is a request to speak to a human ", "transferPlan": { "mode": "blind-transfer", "sipVerb": "refer" }, "numberE164CheckEnabled": true } ] }
Tried this too: { "type": "transferCall", "function": { "name": "transfer_call_tool", "parameters": { "type": "object", "properties": {}, "required": [] } }, "destinations": [ { "type": "number", "number": "+16474923594", "message": "Thank you for holding", "callerId": "+16474923594", "description": "When there is a request to speak to a human", "transferPlan": { "mode": "blind-transfer", "sipVerb": "dial" }, "numberE164CheckEnabled": true } ] }
k
To help track down this issue, could you share one or two: - The call ID - When exactly this happened (the timestamp) - What response you expected to get - What response you actually got instead This would really help us figure out what went wrong!
a
27aac388-39a6-4ddb-99b3-df4e4217f1c2 - CALL ID
After saying 'transfer to human' it hangs up.
Intended flow: 1. Caller says I need a human 2. It passed them onto their cell phone or desk phone
j
Hey, try to configure geopermissions in twilio, probably twilio is blocking the outgoing call because canada is not alowwed. Happened to me every time i add a new country
@Anthony Ivanovsky
a
k
Looking into it
a
Thank you! I tried with a Twillio and VAPi number - I can't get calls to transfer with a preconfigured function or a custom tool.
k
Copy code
json
{
  "callId": "27aac388-39a6-4ddb-99b3-df4e4217f1c2",
  "endedReason": "assistant-forwarded-call",
  "callType": "inboundPhoneCall",
  "phoneCallTransport": "pstn",
  "destinationDetails": {
    "type": "number",
    "number": "+16474923594",
    "description": "Anthony's Mobile",
    "transferPlan": {
      "mode": "blind-transfer",
      "sipVerb": "dial"
    },
    "numberE164CheckEnabled": true
  },
  "phoneCallProviderId": "CAcf79a69da2e7c2015a60718d675ea1a6",
  "phoneCallControlEnabled": true,
  "phoneCallProviderBypass": false,
  "userGuidance": "PSTN call forwarded successfully. Check telephony provider logs using phoneCallProviderId."
}
a
This feature never worked for me.
k
Create #1211483291191083018 with your call ID
a
I just got off the support call with Sahil
a
Where would I put this, as a custom tool?
Or is this the log?
k
This is a JSON call log, not a custom tool..
a
Gotcha, so what would the issue be here?
k
Since the log shows a successful assistant-initiated transfer, you should check that you’re doing a valid PSTN→PSTN transfer, confirm phone-call-control isn’t overriding defaults, and ensure phoneCallProviderBypass is false..
c
Hey Anthony did you got chance to set the phoneCallControlEnabled to false?
a
Where do I do that? 🙂
How do I get this call to transfer these seems so hard for no reason lol
k
Create a transferCall tool, ensure your assistant calls it, remove "phone-call-control" from serverMessages, set both phoneCallControlEnabled and phoneCallProviderBypassEnabled to false, and confirm the call ends with assistant-forwarded-call..
c
🔵 18:41:36:968 No serverUrl found for message type: phone-call-control. Skipping... Your call was forwarded successfully. It's just that you have enabled Phone Call Control Server Event in your Assistant server messages, and when you enable this, instead of VAPI taking on controlling the call forwarding, you are the person who is responsible for it. This server message means you want to take on how to do the call forwarding instead of VAPI. So that's why the call was forwarded successfully, but it didn't work for you.
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