Do you have an eta for when this is gonna get fixed? @User

@User .

019bc570-70a7-755c-bf13-f37e3daf883f

here you go

we also tried from another account - to perform a sip trunk and make the call but same issue https://cdn.discordapp.com/attachments/1461428716713541746/1461610651112833086/WhatsApp_Image_2026-01-16_at_10.37.22.jpeg?ex=696b2e7e&is=6969dcfe&hm=71ef7a49b6d15f04c24b5a938f99e9492f260ce6e7ad17cb64dafd407721f7dd&

hope this is ok?

also the sip server ip is coming as a different IP but media server IP is same

@Convoflow - and kyle here is my project manager aswell

Its down since yesterday afternoon. Can you pls let me know how much more time it would take and whats the ETA?

let me know if you need anything from our end

sending it to my telephony team - appreciate it

and will share feedback thank you very much @kyle

and will also notify if resolved

Let me know if we can hop on a quick call and do the troubleshooting real time so that this can be resolved at the earliest as this is 100% production loss.

As this is impacting us a big time and it is 100% productivity loss. @User

@User - hi guys is there any update

as we have not gotten any feedback yet?

hi team, i also wanted to inform that this connection was working previously for the last 6 momnths

it randonmly stopped working yesterday

we are an agency and are clients are getting affected

we appreciate yourhelp pls

Here @kyle

@User Urgent attention is required here as this is the third day and all our clients are impacted

please check these things: - Check if the actual phone/endpoint on their PBX is connected and transmitting audio - Verify the PBX's media server/RTP engine is functioning - Check internal audio routing from the phone device to the SBC - Look for any "mute" or "hold" states that might be suppressing audio - Capture traffic on the PBX itself to see if RTP is being generated internally

@kyle kindly get the pcap on their side Message from my telephony team.

Yes I checked all. We have not received any RTP packets from VAPI

here you go

This is recent call and the issue remains the same

Of the RTP packages

So I can confirm you are sending it to our SBC

Message from team @kyle https://cdn.discordapp.com/attachments/1461428716713541746/1462013630638985338/image.png?ex=696ca5cc&is=696b544c&hm=cf6f5e24c4b06bc3653e56ce856e28eaa274ed969f9ca11df9f9506b34c3459c&

our public Ip is 13.126.144.90 and our local ip is 172.26.6.75

@kyle Response awaited

@kyle Were you able to check?

not recieing inbound calls

not hearing the agent i mean once the agent picks up from the number

Darglobal is the organisation

1d860d74-29cf-477c-9d9d-8fa99b62cff5 - assistant id

019bd6aa-3b63-7666-9017-4a5258f2b9e6 - Call ID

+971 (58) 889 5241 - ed8cb64a-fedd-40cf-80df-e2360f923648

number id

please let us know @kyle

019bda6f-1d49-7eee-8ebe-8992bc8ccf6f

e4f8f285-f73d-4a26-9b39-d78558df9999 - number id

f5ff3e39-1452-4a35-81b8-7aab0761a8c2 - org id

issue is still occuring guys

im not sure why

its on and off

some calls work

some calls do not

@justinpirie @kyle

we are still not receiving inbound connection

for the darglobal number and the issue i rasied earlier

we really need to sorted asap

For inbound at all

When I try to dial the darglobal number it picks up but there is no agent speaking

@⁨Armaan⁩ @⁨ConvoFlow⁩ we are not getting RTP packets from VAPI for inbound calls same like we faced for outbound calls

This is what we received from the telephony team

@User - Pls look into this on priority and help fix it

would appreciate your support as early as possible as all of our client orgs calls have stopped again

Hi guys @kyle @justinpirie

any update on the above

@kyle Good morning, do you have any update on the issue mentioned above neither inbound or outbound calls are down.

With the call ended reasons of

customer did not answer

this indicates that the call connection was established, but the call was not accepted by the customer. We can confirm this if you would like to provide a call id or two.

Any update

@kyle @justinpirie @User , Hi guys. This is beginning to get very alarming as not of our issues have been resolved till now after consistent follow up

If these issues are not able to be resolved we will be forced to look for alternatives and i have also mentioned that we require enterprise support

and have no issue with upgrading but no one has been contacting me for that aswell. Please get to us urgently @Arvind

please give me a few minutes

@kyle i will get this for you

for incoming calls, VAPI keeps sending unauthorized and they answered the call, but did not pass the RTP packets. Ask VAPI, why they are sending unauthorized and answered the calls

THIS IS what we got yesterday

@kyle @justinpirie @User

any update

Hi guys

im not sure why we get a response and then the team goes offline again

can someone connect us to a higher support please

we need to get on a g meet

or zoom this is unacceptable

@User Hi guys

still not gotten any response back?

Guys come on this has taken too long

We need to Get on a zoom as the support is to slow on discord

As telephony team would be able to join at this time

We are waiting on meeting bridge @kyle

Got another update for you

have shared over the link

@kyle Can you pls check as we are getting this error for every client we have. https://cdn.discordapp.com/attachments/1461428716713541746/1468608789942112541/WhatsApp_Image_2026-02-04_at_18.05.35.jpeg?ex=6984a404&is=69835284&hm=ab543c93a4b739cceb6853481b96d07813aeb23dfc9337d29b8fba31456205e5&

@kyle Any luck

And the issue mentioned was resolved automatically

thanks

Please share all call ids

And information for @kyle

To check please

Here are few for your reference @kyle

@kyle Good morning, are we able to do it.

@kyle @Evadora (Vapi) @User Just wanted to check are we doing any enhancements at the backend.

@kyle @User The current SBC is hosted on AWS with a 25 simultaneous calls license, which is now almost fully utilized due to the number of active SIM cards. During peak usage, high SIP traffic causes the SBC to reach its resource limits. Unfortunately, this SBC cannot be upgraded further due to cloud provider limitations. In addition, we continue to face recurring issues such as one-way audio, inbound call failures, and intermittent call instability, despite extensive optimization efforts. To resolve this, we have tested and implemented a new SBC solution that is already running successfully for other clients. A new server has been deployed for Lux Medio in a different cloud environment. This SBC is fully scalable, where only the call license needs to be increased if higher capacity is required. By migrating all SIM cards to the new SBC, which will allow us to stabilize the environment, optimize performance more effectively, and provide a more reliable and future-ready solution. Examples ids: 019c42bd-96ac-722d-8545-36de9c6696ab 019c426f-1aee-7334-9bff-186c79311702 019c4624-dba1-7337-9c4b-b0ad8b199c87 019c4260-62c0-788f-8886-c9ef21337e3f 019c414a-5691-7665-ac90-5e1373846266 019c4148-98d3-788f-87b1-563520e00f33 Pls treat this as super urgent and let me know if either can hop on a quick call to sort this out. As the current SBC which they are with is at its max capacity and requires a swtich, so they want to confirm if this will not create any havoc or issues from Vapi's end.

@kyle @User Good morning guys, any luck with the above ask? Pls understand this is quite urgent for us

@kyle @User Any update?

@kyle @User Good morning any update so far?

@kyle Good morning, any update and why it is taking so long for you to look into the above issue and share update....

@User @Evadora (Vapi) - Require your assistance as it is more than required time and still i have not received any update

@kyle @Evadora (Vapi) @User

Hi guys we are waiting for the past 2 weeks

all our clients are being affected

@kyle let me know if we can have a google meet tomorrow at 10am with the telephony team please to sort this out like last time

instead of going back and forth

@Evadora (Vapi) @kyle

?

hi any update on the above

@User ?

@Evadora (Vapi) - can you check the above?

@kyle @Evadora (Vapi) @User Guys this is quite urgent

???

I am in the meeting

Do let me in

Is Kyle able to join ?

Guys the team is in @kyle are you joining?

@User @Evadora (Vapi) This is quite unprofessional.

@kyle Hey there

do you have any update to which we discussed yesterday over the google meeting.

Good morning

@kyle Did you get any resolution to the issues

Good morning @kyle Any update on the above query

I talked with the team and it's the carriers responsibility to provide a reason for the error since the endedReason on vapi is pulled from the codes we get from the carrier. You should reach out to your carrier for why the codes look like an error instead of sending the reason for "customer busy". This is related to the 408 error codes we received in the PCAP and other codes that occurred in that same way

as you can see in this picture https://cdn.discordapp.com/attachments/1461428716713541746/1478957013236187196/WhatsApp_Image_2026-02-24_at_11.34.11_1.jpeg?ex=69aa498d&is=69a8f80d&hm=993e047f7ca5e55198e3d818a9009f754f066ef49eba39524efb6dd7fdc5cd3a&

hi @kyle @Evadora (Vapi) , we've been facing this issue for almost more than a month now would appreciate if we can connect on a quick google meet with your SIP Team to sort it out, thanks for the support

"We are sending the code and the error , what we are getting from isp all dial status which is reject will be a error this is a normal teleco codes'

'Reject 487 busy 408 etc this is all error which is correct"

the provider has their own logic for categorizing call statuses such as "no answer" and "busy" from their codes 408 and etc. it is typically best practice for providers to include a reason with the code. for providers like twilio, our integration is set up to receive a

callStatus

object from them which includes the reason.

busy - Callee's line is busy (SIP 486/600)
no-answer - Callee didn't pick up (SIP 408/480)

our code for twilio numbers gets the call status directly from them then displays it on dashboard

} else if (dto.CallStatus === 'busy') {
    update = {
      status: 'ended',
      endedReason: `customer-busy`,
    };
  } else if (dto.CallStatus === 'no-answer') {
    update = {
      status: 'ended',
      endedReason: `customer-did-not-answer`,
    };
  }

For calls through the Vapi SIP gateway and BYO SIP Trunks, the

callStatus

function is similar but has access to raw sip_status and sip_reason. we have mappings for the SIP status codes and reasons, but the reason that they are sending us is not matching our mapping logic for

status code

+

reason

for 408's specifically. we have logic for 480 with reason "temporarily unavailable" which shows

endedReason:
        'call.in-progress.error-providerfault-outbound-sip-480-temporarily-unavailable',

we cant have maps for every different provider specifics since we allow hundreds of different SIP providers internationally. we only have maps to general codes that are standard practice using standardized reasons. here is a screenshot of the reason in one of your PCAPs with the 408 error.

check the highlighted section for the reason they included https://cdn.discordapp.com/attachments/1461428716713541746/1479650383449165934/Screenshot_2026-02-28_at_1.11.05_PM.png?ex=69accf4d&is=69ab7dcd&hm=d1bf0e2bd130d65e2aa613455536f0ad34a2a9cc5b7d81778ab115efd5f4dd44&

here is the code for our 480 logic

{
      status: 480,
      reason: 'Temporarily Unavailable',
      endedReason:
        'call.in-progress.error-providerfault-outbound-sip-480-temporarily-unavailable',
    },

our SIP team also is implementing a status code map for 408's so that you'll see the ended-reason as

call.in-progress.error-providerfault-outbound-sip-408-request-timeout

instead of just the generic error

so basically when someone does not respond , the Ended Reason is either call.in-progress.error-providerfault-outbound-sip-503-service-unavailable or customer busy, that results to the end_call_report not being sent to the crm which we cannot handle the calls that are not answered properly and we just improvise, but this should be automatic and we should get the end call report for every call even if the customer didn't answer or the call went to voice mail, like before, it was working fine, but right now it's not

we need an urgent fix on this

like @kyle - cant even tell when someone doesnt answer https://cdn.discordapp.com/attachments/1461428716713541746/1488101687863414935/Screenshot_2026-03-30_at_1.04.35_PM.png?ex=69cb8e31&is=69ca3cb1&hm=c8e3306384ed0ea9d9f240d97d7fe0c7181f70c5ff32cc6ec8164b437c9d37ae&

hi @Convoflow

This is quite urgent for us to be looked upon as this is something which ideally shouldn't have happened in the first place unannounced

any update??

@kyle @User We are unable to add or make any calls via vapi directly , pls check this and help us fix it https://cdn.discordapp.com/attachments/1461428716713541746/1491744041375895583/Screen_Recording_2026-04-09_at_2.17.36_PM.mov?ex=69d8ce66&is=69d77ce6&hm=663c0eb4a1ca1e838290b09e7fdf2286d3324bbcdf02b2b8c572612f7367fc57&

Hi @kyle @User To be honest its really hard to get in touch with you guys for any issues which directly impacts our production heavily. Can someone from your team can actually look into this and help us get this fixed or i would need to utilise different channels to reach out. I m sorry to be mean here but i have been facing issues with vapi since long and barely i have seen any movement from your end fixing it. its quite frustrating to see that i barely get any response from team,

Also, please create a new thread for new issues, so the whole team will have visibility of the issue.

This is a thread inside support. When you click on "Support"" it will open the interface, you will find new post in top right