sensitive-blue•3h ago

Voice AI agent does not transfer to human phone

Wanted to ask how to get Voice AI agent to transfer to human agent phone number. The Voice AI agent says that they transferring but the human phone number does not ring..

2 Replies

Kyle Brunker•3h ago

Hi there, Thank you for your message. Our team is currently out of the office. We operate Monday through Friday, from 9:00 AM to 8:00 PM Pacific Standard Time (PST). We’ll get back to you as soon as possible during our normal business hours. If your message is urgent, please mark it accordingly or include “URGENT” in the subject line, and we’ll do our best to respond promptly. Warm regards,
Vapi
Customer Support Team

Vapi Support Bot•3h ago

To resolve the issue where your Voice AI agent says it's transferring but the human phone does not ring, ensure your transfer tool includes the required destination parameter and that your SIP trunk supports SIP REFER. Here’s an example configuration for your transfer tool’s parameters:

"parameters": {
  "type": "object",
  "properties": {
    "destination": {
      "type": "string",
      "enum": ["+1234567890"], // Replace with your external number in E.164 format
      "description": "The destination to transfer the call to."
    }
  },
  "required": ["destination"]
}

"parameters": {
  "type": "object",
  "properties": {
    "destination": {
      "type": "string",
      "enum": ["+1234567890"], // Replace with your external number in E.164 format
      "description": "The destination to transfer the call to."
    }
  },
  "required": ["destination"]
}

Update your tool with this parameter and verify SIP REFER is enabled with your provider for successful call transfers (Vapi documentation: call forwarding). Sources: - Vapi documentation: call forwarding - Vapi SIP Trunking Telnyx external number call forwarding troubleshooting

⤵️ Mention @Vapi Support Bot for follow-ups 🐥

Voice AI agent does not transfer to human phone

Did you find this page helpful?