flat-fuchsia•2w ago
Call Forwarding dropping calls
Hello support,
We have raised this previously and it has not been resolved. I will therefore recap the issue below as we have tried many different things including some tips from you but the issue is still persistent.
The flow of the call: My mobile phone to a Vonage number - that triggers the assistant. Assistant triggers callforward. The transfer was to another Vonage number/assistant/mobile phone.
The agent is using custom tranferCall tool. The conversation goes fine and the assistant tried to forward the call with the error: call.in-progress.error-transfer-failed.
We are using Vonage for our assigned numbers (both for the number being called in and for some of the forwarding numbers)
Latest call IDs: 4c158b40-d0fa-4519-a969-1f94dd3b1c44; 1bc0ef0c-43d6-472b-a1dd-19fff3792259
We created custom tool for transferCall. During our testing we have tried using external Vonage numbers, assistant forwarding, using real mobile numbers for the destinations.
In the prompt we have followed the best practises suggestions and have tried many reinforcing methods and alternatives to ensure its not prompting issue
We have tried different Open AI models to rule out that to be an issue.
We have added the enums into the tool (something that had to be done via API) as that was suggested by your support but that did not make any difference either.
I have also recreated the whole setup in a separate account using the free US Vapi number but still seeing the same issue.
We have tried to raise this before here, but we are getting nowhere, so I thought its worth doing the full context to the issue in one place, hence the above. https://discord.com/channels/1211482211119796234/1402646499292352542
If you think this might be an issue with Vonage, can you please let us know what we should be investigating? As far as we can tell, the setup is correct and we are unsure of what exactly we should be checking.
3 Replies
Thank you for providing the call id. We will review the logs and get back to you with our findings
gradual-turquoise•4d ago
Any update on this please?
Hey there,
Sorry for the delayed response. We checked the logs and it appears that the destination ending in 5619 was attempted with
warm-transfer-experimental where warm transfers are Twilio exclusive transfers. Please switch that phone number destination transfer type to blind-transfer