Hi Guys, I'm having an issue with call transfers when I need to have the AI dial an extension. We currently have this setup however our customer's phone system doesn't recognize this in the same way as a human dialing the extension and thus the call recipient's Voice Mail never kicks in. Have you guys come across this issue before? Do you have any insight as to how we can trouble shoot this? These people with the GoTo system for some reason when VAPI AI makes the transfer to the person at their extension, their phone will ring but for some reason their voicemail never kicks in. I’ve tested this many times today. VAPI making the transfer vs. My calling in their direct line and pressing their extension manually, in that case their voicemail will kick in. organizationid: 07c645bc-b098-43c4-b631-7fc5fae7d0c5 assistantid: cfe7d417-58ef-4487-84e7-a69696c2be96 callid: a8d46633-1bf4-432d-9510-a1ace7cad621

Hey Seygi, Thank you for reaching out. Please note that our team does not operate over the weekend. We'll be back in the office on Monday and will dive straight into your issue then to determine the best way forward.

sure, tks

Try switching from sipVerb: "refer" to sipVerb: "bye" and use the extension field separately instead of embedding it in the number. Also, adjust voicemail detection timing settings in vapi..

How can I use the extension separately? do you have a transfertool payload with this example?

Hey Seygi, I wanted to let you know that we're managing a high volume of support requests at the moment, so our response time might be a bit slower than usual. I truly appreciate your understanding and will get back to you as soon as possible!  Thanks again for your patience!

Okay

If there is a message said by an automated machine before you need to enter the extension, use that message in your assistant prompt as the cue to call a tool that returns the keypad entry for the extension number.

But the call transfer tool already has this option, to add the extension

Yes, but if you are experiencing issues with that function for this scenario we should consider some alternatives. For example, we have a DTMF tool that you can configure to have your assistant dial a sequence of numbers on a keypad to trigger the dial tone frequency. The tool configuration would look something like this:

// POST /tool
{
  "type": "dtmf",
  "function": {
    "name": "dialExtension", // optional, defaults to "dtmf"
    "description": "Dial an extension or sequence of numbers on the keypad", // optional
    "parameters": {
      "type": "object",
      "properties": {
        "keys": {
          "type": "string",
          "description": "The key or sequence of keys to dial on the keypad. 1-9, *, #. They can optionally be combined. For example, 1234*"
        }
      },
      "required": ["keys"]
    }
  },
  "messages": [
    {
      "type": "request-start",
      "content": "I'll dial that extension for you now."
    },
    {
      "type": "request-complete", 
      "content": "Extension dialed successfully."
    }
  ]
}

Then once you add this tool to your assistant, you write in the prompt "use the dtmf tool to dial an extension XXXX"

But I need to do this during the transfer call, is it possible?

We are reviewing the call id to see if there is any configuration that could be implemented for this scenario.

@Seygi Can you please check your DM?