rising-crimson•3mo ago
An error occurred in this call: call.in-progress.error-sip-outbound-call-failed-to-connect
Dear team,
We are currently experiencing difficulties with simultaneous call attempts, resulting in a significantly low success rate.
When attempting to place outbound calls, over 80% of them return a SIP connection error, requiring multiple retries before the call successfully goes through.
We believe this issue is not related to IP whitelisting or SIP misconfiguration, as the Vapi IP addresses 44.229.228.186/32 and 44.238.177.138/32 are already included in our provider’s firewall allowlist.
Given this, we kindly request your technical team’s support in investigating and resolving this instability.
Thank you in advance for your attention. We look forward to your response
call code: 69645222-c7c3-40d6-a731-524b12245643
8 Replies
The error
call.in-progress.error-sip-outbound-call-failed-to-connect means the SIP provider failed to connect the outbound call. Since you've already allowlisted the required Vapi IPs, the next best step is to confirm with your SIP provider whether there are any rate limits or concurrent call restrictions in place that could be causing these failures during simultaneous call attempts. If the issue persists, please contact Vapi support with your call code for deeper investigation, as this type of instability may require backend review and is a known intermittent issue in some environments (Vapi documentation).
Sources:
- Call ended reasons (Vapi documentation)
- SIP trunking and network requirements (Vapi documentation)
- Vapi Discord support thread⤵️ Mention @Vapi Support Bot for follow-ups 🐥
rising-crimsonOP•3mo ago
ORG name: Grupo BACHEGA
We are investigating this issue and will get back to you shortly
xenial-black•3mo ago
I have the same issue, @Caik_Rian did you solve it?
checking if this is resolved/solved for you?
xenophobic-harlequin•2mo ago
i have the same issue and using Vapi number
rival-black•2mo ago
i have the same issue and using Vapi number
Hey Caik_Rian,
I sincerely apologize for the delay in our responses this week. We experimented with some process adjustments that didn’t work as intended, and unfortunately, this caused some disruptions. That’s entirely my responsibility.
Just a quick note—our team is unavailable on weekends. However, if something urgent or critical comes up, feel free to reach out to me directly, and I’ll assist you.
The support issues will be resolved in the coming weeks, and starting Monday, you can expect more consistent and improved support. Thank you so much for your patience and for continuing to stick with us!
Hi,
First off, we want to sincerely apologize for the delay in getting back to you. We understand how frustrating it is to wait - especially when you're counting on us - and we owe you a clear explanation of what’s been happening and how we’re addressing it.
Over the past few weeks, we've seen a significant increase in support requests. While this reflects exciting growth, it has also stretched our small team and exposed some real challenges in scaling our support operations. To improve your experience, we’ve taken a step back to reassess our approach. Here’s what we’re implementing:
- Smarter Support Through Automation: We’re investing in our AI support systems to help you resolve issues more efficiently. Soon, our support bot will offer expanded capabilities, making it easier to access accurate, instant help—particularly for common or repetitive queries.
- Expanding the Support Team: To meet growing demand, we’re adding 2–3 new team members focused on managing support volume and improving response times.
- Prioritized SLAs for High-Usage Accounts: We’re introducing service level improvements for users who are growing with us:
- Accounts with usage over 1,000 minutes/month will receive prioritized support.
- For all general inquiries, we’re establishing a standardized 48-hour response time.
We’re confident these steps will lead to faster, more reliable support and help us better serve you as you grow with us. Also, in case you still need help with this ongoing ticket, do let us know, and we will help you get this resolved as soon as possible.
Thank you for your continued patience and for being part of our journey.
Warm regards,
Vapi Team