Hi Vapi team, we've been experiencing this issue since 5th February, and I have emailed you with a resolution/fix on 2nd March and followed up with a few times, but have not got any response at all. So this has now become an urgent issue for us. The assistants across all our accounts are not transferring callers if they're calling from a Private Number. We really need support implementing this solution please. Can someone please get back to my email as I am just not getting any response?

To troubleshoot private numbers not transferring calls, please check the call logs and the

endedReason

field for affected calls using the following API call:

bash
curl -X GET "https://api.vapi.ai/call/{call_id}" -H "Authorization: Bearer YOUR_API_KEY"

If the

endedReason

is not

"assistant-forwarded-call"

, review your assistant's transfer configuration. If the issue persists, gather the Call ID and logs, then escalate to Vapi support as outlined in the [debugging guide](https://docs.vapi.ai/phone-calling/in-call-control/transfer-calls/debug-forwarding-drops). Source: - [Debug call forwarding drops](https://docs.vapi.ai/phone-calling/in-call-control/transfer-calls/debug-forwarding-drops)

Hey that sounds really frustrating, especially with transfers breaking for private callers across all assistants. This is usually due to missing/blocked caller ID in the SIP headers, which can disrupt transfer logic. A quick fix is allowing fallback handling for anonymous calls or normalizing them at the trunk level. Happy to help sort this fast , are you using a custom SIP trunk or a provider like Twilio/SignalWire? @Haii

hey there, sorry for the trouble with private number transfers. we saw the response from twilio in your past email and are currently looking into the solution and if its feasible to implement on our end. we should have an update on its progress in a couple of days as it will take some time to deliberate, but just wanted to keep you in the loop. cheers

@Kyle @Ramsey thank you both for lookng at this.

just a quick update: we built a fix for it and performing some reviews and tests. will provide another update soon.

@Kyle Thanks Kyle, just checking on how this is going. Let me know if we need to do any test calls too. Thanks

another update: the fix is in queue to be implemented. will let you know once its deployed

@Kyle Hi Kyle, any update on this please or an ETA? Thanks!

howdy. the fix has not been implemented yet and we are escalating to ensure it gets into one of the next updates. thank you for your patience!

@Kyle any idea on when this will be released please? It's still causing a lot of issues internally for clients.