Hello VAPI Support Team, I am experiencing a specific issue with 3 Twilio numbers imported into my organization on VAPI. ### Current scenario * I have 3 Twilio numbers imported into VAPI. * When placing calls to 2 of these numbers, the following message is played: > “This number is configured not to receive calls” * The 3rd number rings only once and the call is automatically disconnected. * All tests were performed using properly configured VAPI agents. ### Checks already performed * ✅ There is available balance in both the VAPI and Twilio accounts * ✅ The agents are working normally * ✅ I recently imported a new Twilio number, tested it with the same agents, and it worked perfectly * ✅ All my Telnyx numbers work normally within the same organization * ✅ In another organization of mine within VAPI, also using imported Twilio numbers, everything works without any issues ### Important note This issue occurs only in this specific VAPI organization and only with these 3 Twilio numbers. I have been experiencing this behavior since the 29th, without any configuration changes between the environments that work and the one that does not. Given that: * new Twilio numbers work, * Telnyx numbers work, * another VAPI organization works, I believe this may be related to how these specific numbers are linked to this organization*, such as internal configuration, permissions, routing, or the number status within the platform. Could you please: * check the internal status of these numbers within the organization, * verify if there is any block, flag, or restriction applied, * or indicate exactly where I should review this configuration? I am looking forward to a deeper technical analysis, as I have already ruled out balance, agent, and carrier-related issues. Thank you in advance for your support. Best regards, Brenno Morais

It’s likely that phone number hooks are configured on these 3 Twilio numbers, causing the message or immediate disconnect. To check and remove any problematic hooks, use the following API call (replace

<id>

and

<auth>

with your phone number ID and API key):

bash
curl -X PATCH "https://api.vapi.ai/phone-number/<id>" \
  -H "Authorization: Bearer <auth>" \
  -H "Content-Type: application/json" \
  -d '{ "hooks": [] }'

This will clear all hooks and restore normal call handling. For more details, see the [Vapi phone number hooks documentation](https://docs.vapi.ai/phone-numbers/phone-number-hooks). Source: - [Vapi Phone Number Hooks Documentation](https://docs.vapi.ai/phone-numbers/phone-number-hooks)

Thank you for the detailed report, Brenno. This is a thorough investigation, and I appreciate you ruling out balance, agent, and carrier-related issues. To investigate why these specific numbers are not receiving calls in this organization, I need the following information: • Call IDs for the failed inbound call attempts (you can find these at [https://dashboard.vapi.ai/calls](https://dashboard.vapi.ai/calls)[)](https://dashboard.vapi.ai/calls)) • The 3 Twilio phone numbers experiencing the issue • The ended reason shown in the call logs for these failed calls (this will help identify if it's a configuration, routing, or permission issue) While you gather that information, here are some things to verify for the problematic numbers in this organization: 1. **Assistant Assignment**: In the Phone Numbers tab, check that each of the 3 numbers has an assistant properly assigned in the "Inbound Settings" section. If no assistant is assigned and no Server URL is configured to handle

assistant-request

, calls will fail. 2. **Phone Number Hooks**: Check if any hooks have been configured on these numbers that might be blocking inbound calls (e.g., a hook with

"type": "say"

that plays a rejection message). 3. **Re-import the numbers**: Since new Twilio numbers work, you might try deleting and re-importing these 3 numbers to reset their configuration within this organization. Helpful documentation: • Phone number configuration: [https://docs.vapi.ai/phone-calling](https://docs.vapi.ai/phone-calling) • Import Twilio numbers: [https://docs.vapi.ai/phone-numbers/import-twilio](https://docs.vapi.ai/phone-numbers/import-twilio) • Call ended reasons: [https://docs.vapi.ai/calls/call-ended-reason](https://docs.vapi.ai/calls/call-ended-reason) Once you provide the Call IDs and phone numbers, I'll escalate this to our engineering team for a deeper investigation into the internal status of these numbers.