Caller ID not working (URGENT) Vapi AI #support

Caller ID not working (URGENT)

NexHireG

09/29/2025, 4:38 AM

My transfer tool is setting the callerID for the destinations, however, the customer callerID always gets pass through the warm-transfer to the operator.

Chiranjeet Mishra

09/29/2025, 4:38 AM

Hi there, Thank you for your message. Our team is currently out of the office. We operate Monday through Friday, from 9:00 AM to 8:00 PM Pacific Standard Time (PST). We’ll get back to you as soon as possible during our normal business hours. If your message is urgent, please mark it accordingly or include “URGENT” in the subject line, and we’ll do our best to respond promptly. Warm regards, Vapi Customer Support Team

Vapi Support Bot

09/29/2025, 4:39 AM

Try explicitly setting the
callerId
in your transfer destination, but note that this only works reliably with Twilio. For example:

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json
{
  "type": "transferCall",
  "destinations": [
    {
      "type": "number",
      "number": "+1234567890",
      "callerId": "+1987654321"
    }
  ]
}

If you're using SIP or another provider, caller ID may not be passed through due to provider limitations. For SIP, check if your provider supports custom SIP headers for caller ID and configure accordingly. Sources: - [Call Forwarding](https://docs.vapi.ai/call-forwarding) - [Discord: Warm transfers not working](https://discord.com/channels/1211482211119796234/1366650099035541544)

NexHireG

09/29/2025, 4:44 AM

We're using Twilio and callerId is set. For additional information, we're using warm-transfer-experimental with an assistant.

NexHireG

09/29/2025, 7:51 AM

Problem: When using the warm-transfer-experimental feature, the assistant's configured caller ID is not being passed to the operator. Instead, the original customer's caller ID is shown, despite explicit caller ID configuration in the transfer tool. Environment Details Call ID: da49d11d-595b-43c5-9260-5c3f3f80aad1 Tool ID: c11d747f-6c12-412c-8347-c7751393a5fa Feature: warm-transfer-experimental with assistant Provider: Twilio Current Behavior Transfer tool has callerId explicitly set to assistant's phone number During warm transfer execution, operator receives call showing customer's original caller ID Assistant's configured caller ID is being overridden/ignored Expected Behavior Operator should see the assistant's phone number as caller ID This should work consistently across warm transfers Configuration should be respected as documented Configuration Being Used

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json{
  "type": "transferCall",
  "destinations": [
    {
      "type": "number", 
      "number": "[operator_number]",
      "callerId": "[assistant_phone_number]"
    }
  ]
}

Business Impact Operators cannot identify calls coming from the assistant system Call routing and screen pop systems rely on correct caller ID Affects operational workflow and reporting accuracy Questions for Vapi Team Is this a known limitation of the warm-transfer-experimental feature? Are there specific configuration requirements for caller ID override in warm transfers vs standard transfers? Is there a difference in how caller ID is handled between the experimental and standard warm transfer implementations? Can you verify if the issue is reproducible with the provided call ID and tool ID? Requested Resolution Fix caller ID passthrough for warm-transfer-experimental feature Or provide specific configuration guidance to achieve the desired behavior Clarify if this is a provider-specific limitation that cannot be resolved

NexHireG

09/30/2025, 10:36 AM

Any updates please?

Chiranjeet Mishra

10/01/2025, 6:53 AM

We are reviewing the details of your request and will reach out to you when we have an update or if we need additional information.

NexHireG

10/07/2025, 1:22 AM

Hi @User, any update on this? Thanks

NexHireG

10/14/2025, 4:36 AM

Hello, following up on this

NexHireG

10/14/2025, 4:36 AM

@User

NexHireG

10/18/2025, 8:05 AM

Following up on this @User @User

Chiranjeet Mishra

11/03/2025, 9:44 PM

We apologize for the delay in responses lately. We are in process of making some changes to our workflow in how we handle support requests. The good news is that we are starting to get back on track of having a 48 hour response time and we would like to start cleaning up anything old. With that being said, just wanted to check in with you to see if you have made any progress or changes to your project since support has last reached out.

NexHireG

11/06/2025, 4:09 PM

Hey @User the issue is still the same

NexHireG

11/06/2025, 4:09 PM

Need resolution on this

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