VAPI•2y ago

Major issues on inbound line

Have an inbound line running and as of this morning all of the calls are unresponsive. I tested web call and everything worked properly, it's just for inbound phone calls. The Ai will say it's intro line and then nothing will happen after that.

Relevant Call IDs:
7768d381-e8f2-417c-8085-e2d979e95bb1
e8588d48-356e-47a8-a8b6-35e3e9853671
7be52a16-dd8c-43b6-ab91-40a0b9e27c63
f2db8e7e-add5-41b9-b6aa-12d9ba9e0cdb
ebda1e03-5dca-468e-bb09-8cef2348b78a

There's quite a few more, but these are the most recent. Any guidance appreciated, thanks!

Vapi•6/10/24, 3:57 PM

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Vapi•6/10/24, 3:58 PM

@WhyNot
I'm sorry to hear that you're experiencing issues with inbound calls. It's good to know that web calls are functioning correctly, which suggests that the issue might be specific to the phone call pipeline.

To assist you further, I'll need to check the details of the call IDs you've provided. Could you please confirm if there were any error messages or unusual occurrences noted during these calls? Additionally, have there been any recent changes to your inbound call configurations or updates that might correlate with the issue starting?

In the meantime, I recommend reviewing the following potential causes:

Check if there's an issue with the phone number or provider settings.
Verify that the Voice API configurations for inbound calls haven't been altered.
Ensure that there are no network issues that could be affecting the inbound call connectivity.
Look into the call logs for any error codes or messages that could provide more insight.

Once you provide any additional details or error messages, I can help you troubleshoot the issue more effectively. If you have already checked these aspects and everything seems in order, please let me know so we can explore further steps.

Vapi•6/10/24, 3:58 PM

You can continue this conversation by mentioning me in the message.

unique-blueOP•6/10/24, 3:59 PM

@Vapi No error messages, the call was just not having anything happen after the initial bot's line. I have not made any changes, it was working fine on Friday, it doesn't take calls over the weekend, and then we had issues with it first thing this morning.

unique-blueOP•6/10/24, 4:10 PM

@Vapi Just looked further into this as others have reported similar issues. One key difference is that for me this is account-wide and not just one Assistant, so copying the assistant did not fix the issue.

unique-blueOP•6/10/24, 4:10 PM

@Vapi Support Bot No error messages, the call was just not having anything happen after the initial bot's line. I have not made any changes, it was working fine on Friday, it doesn't take calls over the weekend, and then we had issues with it first thing this morning.

Vapi•6/10/24, 4:10 PM

@WhyNot
Thank you for providing additional context. Since the issue is account-wide and not isolated to a single assistant, this suggests a more systemic problem that could be related to your account's configuration or a service-wide issue affecting inbound calls.

Here are a few steps we can take to troubleshoot the problem:

Review Account Configuration: Double-check your account settings to ensure that there haven't been any inadvertent changes that could affect all assistants.
Check Service Status: Look for any notifications or status updates from the service provider that might indicate a known issue affecting inbound calls.
Contact Support: Since this is an account-wide issue and not resolved by copying the assistant, it would be best to reach out to the support team with the details, including the call IDs and the fact that it's affecting all assistants on the account.
Gather Logs: Collect logs and any additional information from the recent calls that failed to proceed after the initial line. This data can be crucial for support to diagnose the issue.

If you haven't already, please reach out to the support team with this information. They will have the necessary tools and access to investigate the issue further and provide a resolution. If you need assistance contacting support or if there's anything else I can do to help, please let me know.

unique-blueOP•6/10/24, 4:11 PM

@Vapi How do I reach out to the support team directly?

Vapi•6/10/24, 4:12 PM

@WhyNot
To reach out to the support team directly, you can typically use one of the following methods:

Support Portal: Visit the official support portal of the service provider and submit a ticket with all the relevant details of your issue.
Email: Send an email to the support team's official email address, including all necessary information and call IDs.
Phone: If the service provider offers phone support, you can call their support number for immediate assistance.
Live Chat: Some providers have a live chat option on their website where you can talk to a support representative in real-time.
Help Center: Check the help center or FAQ section of the service provider's website for guidance on common issues and support procedures.

Please check the service provider's website or your service agreement for the specific contact details and choose the method that works best for you. If you need further assistance or have trouble reaching out to the support team, let me know, and I'll do my best to assist you.

living-lavender•6/10/24, 6:59 PM

Can you test it once more?

unique-blueOP•6/10/24, 7:02 PM

@Sahil Testing in just a moment after processing the response from @nikhil

unique-blueOP•6/10/24, 7:04 PM

After disabling Denoising it's working properly. Thanks! Definitely looking forward to enabling Denoising again but it's working properly for now. @Sahil I'm new to the community - how will I know when Denoising is safe to use again?

living-lavender•6/10/24, 7:09 PM

I will inform in the community

unique-blueOP•6/10/24, 7:37 PM

Thanks @Sahil!

Major issues on inbound line

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