VAPI•6mo ago

Call forwarding in France using Twilio phone numbers FAILS EVERYTIME !

CallID: 427b1165-459a-42d4-87a4-db4658bc356e

It stipulates that assistant forwarded the call but the callbot agent just hanged up after saying "transferring the phone call".

It does that for EVERY FR phone number and every agent, HUGE PROBLEM FOR US !

managerial-maroonOP•7/1/25, 2:55 PM

@Shubham Bajaj please help, I have customers that are cancelling due to this.

managerial-maroonOP•7/1/25, 3:02 PM

@Vapi Twilio and VAPI keep bouncing the ball on this for weeks, is call forwarding in France impossible or?

managerial-maroonOP•7/1/25, 3:06 PM

TWILIO DETAILS OF THE CALL:

icy-amber•7/1/25, 3:21 PM

I am having the same problem in USA.

managerial-maroonOP•7/1/25, 6:04 PM

@Anthony Ivanovsky when did it start for you ?

icy-amber•7/1/25, 6:19 PM

I've never got it to work, been using VAPI for a week

slow-yellow•7/1/25, 8:31 PM

Hey, try to configure geopermissions in twilio, probably twilio is blocking the outgoing call because the destination country is not alowwed. Happened to me every time i add a new country
@Jetsoccer Game

managerial-maroonOP•7/2/25, 10:34 AM

@Juaní do you mean selecting all those ?

managerial-maroonOP•7/2/25, 1:29 PM

@Duckie ?

Mmanagerial-maroon @Juaní do you mean selecting all those ?

slow-yellow•7/2/25, 2:52 PM

the countries you are gonna tranfer only

managerial-maroonOP•7/2/25, 4:05 PM

@Juaní did that still doesn't work. Twilio and @Vapi are pushing the blame on each other on this

VapiAPP•7/2/25, 7:32 PM

Hey, I understand how frustrating this must be. Our team will look into it and let you know soon.

specific-silver•7/2/25, 9:46 PM

Guys, call transfers can be "tricky" depending on the region and the origin of the first call. For example, when dealing with numbers in France, Germany, Belgium, Spain and Italy, these countries have strict regulations about these - and transfers may actually NOT WORK AT ALL in these countries. In order to do a transfer in such case, you'll need an external workflow that will enable it.

When talking about the US, life is supposed to be easier, assuming that your connected carrier supports SIP Refer and will properly allow you display the original Caller ID. Now, in addition to this, if your carrier doesn't support STIR/SHAKN in the US properly, its calls may get rejected by some carriers down the line, as the call identification can't be properly attested to - and thus, they may reject the call under "potential spam" result.

If you want to resolve these issues, and other call-flow "challanges" - you can integrate Cloudonix with VAPI and achieve your goals. Feel free to DM me or schedule a call with me using the following link https://calendly.com/cloudonix/cloudonix-vapi-integration and I will explain in more detail.

Calendly

Cloudonix <> VAPI Integration - Cloudonix Scheduling

Are you using VAPI? Great!Cloudonix gives your VAPI agents telephony super powers, making them more capable and allowing them to achieve more with your customers and prospects.During this call, we will explore your requirements and how Cloudonix can help you meet these.

managerial-maroonOP•7/3/25, 10:18 AM

@Nir S (CEO/Founder @Cloudonix) what is the price ?

specific-silver•7/3/25, 10:19 AM

Of what? The Cloudonix service ?

managerial-maroonOP•7/3/25, 10:40 AM

Ccomprehensive-tomato Hey, I understand how frustrating this must be. Our team will look into it and l...

managerial-maroonOP•7/3/25, 10:41 AM

thank you

managerial-maroonOP•7/7/25, 3:31 PM

any update @Vapi @Vapi Incident @Duckie ? I just tested and it still doesn't work the call forward

managerial-maroonOP•7/7/25, 6:15 PM

@Shubham Bajaj here is the reply from Twilio tech support: HI Cosmin,

As we discussed on the meeting please find the analysis below:

For the last test call we made CAaf014e0cc18ef4661f178020c33bef5b this are the instructions we receveid:

Then the Stream starts towards VAPI

As we know they try to transfer the call however on our side we don't receive any instructions and the call is ended:

So as we discussed we will need to know how they are transferring the call as they are not sending any instructions towards, and after some investigation, one of the recommendation I can give you is to add a <Redirect> after the <Connect><Stream> instruction in order to give their app a chance to provide new instructions (eg <Dial>) after the media stream connection ends.

Also please note this call flow is such that you are using bi-directional media streams, which are 'synchronous'. this means that while the stream is active, you cannot execute other instructions. Twilio does not have an official solution for keeping the b-directional media stream active during and after the transfer.

Please let me know if you have any questions or comments.

Thank you!

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Mmanagerial-maroon ya

specific-silver•7/8/25, 12:13 PM

Cloudonix services start at $49 US per month and grow, depending on your traffic volume and usage. If you want, feel free to DM me and I'll explain in more detail.

VapiAPP•7/9/25, 4:00 AM

Thanks for providing that info from twilio. We will review this request and get back to you once we have an update or if we need more info.

managerial-maroonOP•7/10/25, 2:52 PM

@Vapi @Vapi Incident any news on this ?

dangerous-fuchsia•7/11/25, 11:32 PM

@Jetsoccer Game

What's going on is when you have that event selected phone call control server event, you're basically telling VAPI "hey, I want to handle the transfer myself" instead of letting VAPI take care of it. So then VAPI expects you to manage how that transfer gets routed to Twilio.

That's exactly why you're seeing those successful call forwarding messages, but the calls aren't actually making it through to Twilio - VAPI handed off control to you, but there's nothing set up to complete that handoff.

Just turn that setting off and give it another shot - that should do the trick!

By Off here I mean, remove or de-select that phone call control server event from your assistant server events. remove or de-select that phone call control server event from your assistant server events.

14:50:36:969 Server Message Requested...(phone-call-control , https://eu-xxxxx.a.run.app/v2/agents/q2xxxxagi/vxxxapi-event):
{
"timestamp": 175xxx6969,
"type": "phone-call-control",
"request": "forward",
"forwardingPhoneNumber": "+3xxxx283",
"destination": {"type": "number", "number": "+3x283"},xxx
"chat": false,
"call": true,
"phoneNumber": true,
"customer": true,
"assistant": true
}

managerial-maroonOP•7/14/25, 11:19 AM

@Shubham Bajaj you're amazing, that worked

VapiAPP•7/15/25, 7:31 PM

Hey, I'm closing this ticket now. Let me know if you need anything else.

Call forwarding in France using Twilio phone numbers FAILS EVERYTIME !

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