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Forward Call with twilio not working for PSTN call...
# support
o
Forward Call with twilio not working for PSTN call forwarding in vapi. i used twilio number and configured a forward call tool. but its getting disconnected after call forwarded.
m
This is usually a Twilio bridge issue where the PSTN leg isn’t kept alive after the forward, so the call drops once it transfers. Most times it’s caused by a wrong redirect instead of a proper connect or a timeout on the flow. I can help you fix it directly. Are you using TwiML or Vapi’s forward call tool webhook? @One Step Innovations Pty limited
o
vapi forward call tool
btw, can't thankyou enough. i'm not a techie. appreicate it very much
We are using Vapi’s forward/transfer call tool, not our own TwiML . Twilio receives the inbound call and Vapi connects via . When Vapi’s transferCall fires, it returns “Transfer initiated,” but Twilio AU1 shows no child/outbound call to the technician and no debugger error. The Twilio number is AU1 regional and owned in our account. We suspect Vapi’s transfer backend is not creating the AU1 outbound leg.
c
Thanks for digging into this and sharing so much detail, it really helps! You're right to suspect Vapi's transfer backend. What you're describing (transferCall fires, "Transfer initiated" shows up, but no outbound call leg appears in Twilio AU1) points to Vapi not successfully creating the dial-out to the technician's number. This isn't something you can fix from your side. Before that two quick things to confirm: 1. Is the technician's number formatted with the full country code? (e.g. +61412345678, not 0412345678). Vapi requires E.164 format. 2. Can you grab the Call ID from your Vapi dashboard (dashboard.vapi.ai/calls) for one of the failed transfer attempts? That's the fastest way for me to trace exactly what happened. Once I have those, I'll get this in front of the right team with full context. Really appreciate your patience on this! Regards, Chiranjeet Vapi Support
o
019e480d-fe12-7998-bade-82a40394e789 This is the call ID. Yes, the number is added with the formatting
c
Good news, I found the issue! Vapi's side is completely clean. The transfer fired correctly to +61433412933. The problem is on the Twilio account side: by default, Twilio doesn't allow outbound calls to Australian mobile numbers, even if your inbound number is AU1. This has to be switched on separately and when it's off, Twilio silently drops the dial attempt with no error, which is why it's hard to spot. The fix is quick: 1. Log in to your Twilio Console 2. Go to Voice > Settings > Geo Permissions 3. Find Australia and make sure Mobile is enabled 4. Save and retry the transfer That should sort it. Let me know how you go! Regards, Chiranjeet Vapi Support
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