VAPI•8mo ago

Error on Sip Trunk some calls

Hey @Shubham Bajaj

An error occurred in this call: call.in-progress.error-sip-telephony-provider-failed-to-connect-call

This error occurs in some calls when using the BYO sip trunking. The provider assures that calls dont have a simultaneous limit. Call ID example where it happened: 35fad6e3-c0cf-4801-bc25-a1e4fa5bf3c6

KyleAPP•5/17/25, 4:54 AM

Hey! To help track down this issue, could you share:

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!

Ccomprehensive-tomato Hey! To help track down this issue, could you share: - When exactly this happen...

urgent-maroonOP•5/17/25, 12:33 PM

Hey shubham, an example call was callId: bfaf91b8-2703-4da9-af29-a6a955ba5cf7 /

It doesnt show me a timestamp, I got the error "call.in-progress.error-sip-telephony-provider-failed-to-connect-call"
I expected the call to go through and not show any errors

Ccomprehensive-tomato Hey! To help track down this issue, could you share: - When exactly this happen...

urgent-maroonOP•5/17/25, 12:47 PM

To add, it doesnt happen to all calls, some of the them go through and work fine, but most of them have this error

Ccomprehensive-tomato Hey! To help track down this issue, could you share: - When exactly this happen...

urgent-maroonOP•5/17/25, 11:27 PM

Ive just verified with the provider that all the calls that have this error arent even being sent over to them. It looks like Vapi is only sending some INVITES to them, which in this case are the ones that get sucessfully connected

specific-silver•5/18/25, 2:29 PM

@Shubham Bajaj I've done some work with @Ω ΣκοτάδιΣεληνόφωτο Ω trying to assert the issue. We connected them to Cloudonix to review, and it seems like calls that appear as generated on VAPI actually never made it to Cloudonix, as in, we never received the inbound invite from VAPI for it.

dangerous-fuchsia•5/18/25, 4:43 PM

Hey @Nir S (CEO/Founder @Cloudonix) , I’m currently away and expect to be back in ~4 hours. I’ve seen your message and will review it as soon as I’m back online.
If it’s urgent, feel free to ping me—I can jump in sooner if needed.

Ddangerous-fuchsia Hey @Nir S (CEO/Founder @Cloudonix) , I’m currently away and expect to be back i...

urgent-maroonOP•5/18/25, 10:03 PM

Hey Shubham any updates?

Ddangerous-fuchsia Hey @Nir S (CEO/Founder @Cloudonix) , I’m currently away and expect to be back i...

urgent-maroonOP•5/19/25, 3:31 PM

Hey Shubham, any updates?

urgent-maroonOP•5/19/25, 5:28 PM

@King Kazu @Sahil
Could you guys please take a look at this issue? Nir has helped me a lot and we've identified that the issue is coming from vapi's side. Would really appreciate your help in this, we have a lot of clients and we can't keep using twilio cause in Brazil their volume discounts are super unattractive

verbal-lime•5/19/25, 5:40 PM

I think you tagged wrong person lol

Vverbal-lime I think you tagged wrong person lol

urgent-maroonOP•5/19/25, 5:43 PM

My bad
@Kings_big

KyleAPP•5/19/25, 6:08 PM

Here is the log for that call:

21:52:03:518 Received Phone Number Call Status Update: {

"call_sid": "60d90f6c-b7ab-4aff-b3b0-f96afdb4cca1",

"direction": "outbound",

"from": "+5562910009344",

"to": "+5551984300903",

"call_id": "d5348461-ad42-123e-5e8d-0256b1e3b7ad",

"sip_status": 480,

"sip_reason": "Temporarily Unavailable",

"call_status": "failed",

"account_sid": "01fc6b30-7146-4b37-afbb-4645a10083f5",

"trace_id": "78de45da91faf82a4dd43949c2aa243d",

"fs_sip_address": "172.30.31.107:5060",

"api_base_url": "http://sip-web.vapi.ai/v1"

}

When we tried to run the phone call, we got a 'temporarily unavailable' from the telephony side. Can you check with your telephony provider?

living-lavender•5/19/25, 8:37 PM

OH is live, feel free to join-in and ask your questions. #vapi-stage

Ccomprehensive-tomato Here is the log for that call: 🔵 21:52:03:518 Received Phone Number Call S...

urgent-maroonOP•5/19/25, 9:13 PM

We did, we even got Nir to help us and inside cloudonix he said that even they didnt receive the call from vapi's side

Lliving-lavender OH is live, feel free to join-in and ask your questions. #vapi-stage

urgent-maroonOP•5/19/25, 9:13 PM

I was in a meeting and missed it

living-lavender•5/19/25, 11:29 PM

can you try making calls once again?

Lliving-lavender can you try making calls once again?

urgent-maroonOP•5/20/25, 12:27 AM

OMG it looks like it is actually working Sahil, i tested it in a small scale, so i wont give you 100% certantity yet, but tomorrow we will do a test with around 3k calls for one of our smaller clients to validate before pushing the sip changes into production. Thanks SOOO much Sahil!!!!

urgent-maroonOP•5/20/25, 12:27 AM

Was it a change in my account in specific?

Lliving-lavender can you try making calls once again?

urgent-maroonOP•5/20/25, 1:44 PM

It looks like it still happening, it increased the frequency now.

Call ids of these ones are:
a5ef2dfa-29a0-4abd-8fe5-82a71c075e62
800537e5-b5bf-412e-868e-d879bf2744bb
a83bb9df-51f8-41c6-9784-8fd187ab3fc4

Lliving-lavender can you try making calls once again?

urgent-maroonOP•5/20/25, 1:52 PM

Another example of one of our other client accounts

urgent-maroonOP•5/20/25, 2:31 PM

In some cases it looks like it is actually ringing in the persons phone, but the agent doesnt say anything and it registers this same error in vapi

living-lavender•5/20/25, 3:56 PM

sent you the PCAP in DM.

living-lavender•5/20/25, 3:56 PM

It seems to be originating from telephony side.

Error on Sip Trunk some calls

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