VAPI•8mo ago

call.in-progress.error-providerfault-transport-never-connected

One of our calls (a3f5fe84-1e94-4d95-b343-8ecee4bf3575) got this error: call.in-progress.error-providerfault-transport-never-connected

Here are the Twilio logs:
POST https://api.vapi.ai/twilio/inbound_call 2025-05-09 18:10:49 UTC 5820ms 201

<Response>
    <Connect>
        <Stream url='wss://phone-call-websocket.aws-us-west-2-backend-production-weekly1.vapi.ai/a3f5fe84-1e94-4d95-b343-8ecee4bf3575/transport'
            statusCallback='https://api.aws-us-west-2-backend-production-weekly1.vapi.ai/twilio/stream?callId=a3f5fe84-1e94-4d95-b343-8ecee4bf3575'
            >
            <Parameter name="callId" value='a3f5fe84-1e94-4d95-b343-8ecee4bf3575' />
        </Stream>
    </Connect>
</Response>

<Response>
    <Connect>
        <Stream url='wss://phone-call-websocket.aws-us-west-2-backend-production-weekly1.vapi.ai/a3f5fe84-1e94-4d95-b343-8ecee4bf3575/transport'
            statusCallback='https://api.aws-us-west-2-backend-production-weekly1.vapi.ai/twilio/stream?callId=a3f5fe84-1e94-4d95-b343-8ecee4bf3575'
            >
            <Parameter name="callId" value='a3f5fe84-1e94-4d95-b343-8ecee4bf3575' />
        </Stream>
    </Connect>
</Response>

<Response>
    <Connect>
        <Stream url='wss://phone-call-websocket.aws-us-west-2-backend-production-weekly1.vapi.ai/a3f5fe84-1e94-4d95-b343-8ecee4bf3575/transport'
            statusCallback='https://api.aws-us-west-2-backend-production-weekly1.vapi.ai/twilio/stream?callId=a3f5fe84-1e94-4d95-b343-8ecee4bf3575'
            >
            <Parameter name="callId" value='a3f5fe84-1e94-4d95-b343-8ecee4bf3575' />
        </Stream>
    </Connect>
</Response>

<Response>
    <Connect>
        <Stream url='wss://phone-call-websocket.aws-us-west-2-backend-production-weekly1.vapi.ai/a3f5fe84-1e94-4d95-b343-8ecee4bf3575/transport'
            statusCallback='https://api.aws-us-west-2-backend-production-weekly1.vapi.ai/twilio/stream?callId=a3f5fe84-1e94-4d95-b343-8ecee4bf3575'
            >
            <Parameter name="callId" value='a3f5fe84-1e94-4d95-b343-8ecee4bf3575' />
        </Stream>
    </Connect>
</Response>

POST https://api.twilio.com/2010-04-01/Accounts/REDACTED/Calls/REDACTED.json
2025-05-09 18:11:20 UTC 30ms 400

{
    "message": "Call is not in-progress. Cannot redirect. ",
    "code": 21220,
    "user_error": true,
    "params": {},
    "httpStatusCode": -1
}

{
    "message": "Call is not in-progress. Cannot redirect. ",
    "code": 21220,
    "user_error": true,
    "params": {},
    "httpStatusCode": -1
}

{
    "message": "Call is not in-progress. Cannot redirect. ",
    "code": 21220,
    "user_error": true,
    "params": {},
    "httpStatusCode": -1
}

{
    "message": "Call is not in-progress. Cannot redirect. ",
    "code": 21220,
    "user_error": true,
    "params": {},
    "httpStatusCode": -1
}

Vapi Support BotAPP•5/9/25, 6:50 PM

Thanks for sharing the details and logs about the error you encountered. At the moment, I don't have any additional information available about the "call.in-progress.error-providerfault-transport-never-connected" error or the specific Twilio response you've received. If you have any more details or questions, feel free to share them!

⤵️ Mention @Vapi Support Bot for follow-ups 🐥

Vapi Support BotAPP•5/9/25, 6:50 PM

⤵️ Mention @Vapi Support Bot for follow-ups 🐥

extreme-purple•5/9/25, 8:56 PM

To help track down this issue, could you share one or two:

When exactly this happened (the timestamp)
What response you expected to get
What response you actually got instead
This would really help us figure out what went wrong!

awake-maroonOP•5/10/25, 12:44 AM

Please read the message I sent.

The call errored, and the expectation is for it not to error.

extreme-purple•5/10/25, 5:35 AM

Looking into it

awake-maroonOP•5/10/25, 1:00 PM

Thank you

VapiAPP•5/11/25, 1:50 AM

🔵 18:11:19:913 CallId `a3f5fe84-1e94-4d95-b343-8ecee4bf3575` Worker Ending Call With Reason call.in-progress.error-providerfault-transport-never-connected. Error: {
  "code": "ETIMEDOUT",
  "message": "timeout"
}

🔵 18:11:19:913 CallId `a3f5fe84-1e94-4d95-b343-8ecee4bf3575` Worker Ending Call With Reason call.in-progress.error-providerfault-transport-never-connected. Error: {
  "code": "ETIMEDOUT",
  "message": "timeout"
}

Telephony didn't connected in required time, you have to check with your telephony for more details.

awake-maroonOP•5/11/25, 5:09 PM

Do the logs I shared from Twilio help with anything for this?

VapiAPP•5/14/25, 10:03 PM

Hey,

Could you please schedule a brief call at your convenience so we can discuss this matter in detail?

Kindly use the following link to book a suitable time: https://calendly.com/shubham-vapi/chat-30m.

🔵 18:11:19:913 CallId `a3f5fe84-1e94-4d95-b343-8ecee4bf3575` Worker Ending Call With Reason call.in-progress.error-providerfault-transport-never-connected. Error: { "code": "ETIMEDOUT", "message": "timeout" }

call.in-progress.error-providerfault-transport-never-connected

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