conventional-tan•2w ago

Outbound Call to NZ Numbers not working

Hi, Outbound calls via api https://api.vapi.ai/call are queuing and work ok when calling Australian numbers, but no call is ever received when trying New Zealand numbers. Vapi API logs show OK with queued, but in the call logs you can see errror: "An error occurred in this call: call.start.error-get-transport" Twilio logs don't show any fails or errors either for the calls that don't work. Org ID: 62c50b68-c08c-4ab3-bbe4-6c52392d0e66 Bot ID: 4f05c4e1-b487-4aec-92f8-c5cc29736b8c Phone ID: ddea8baf-7d2c-429e-92b5-8cee93be94d0 Sample call IDs that failed: 019abdb2-02a4-7991-92ca-9d3562463819 019abda7-2085-7773-92de-19900f7ff464 019abda3-907d-799a-b12a-7d4be700f58e Sample call IDs that succeeded (to Aus numbers): 019abdb1-bb57-7dd3-8fd6-c191824d6043 019abda3-41c7-7aa3-91de-9f88d7d9b094 Any help greatly appreciated.

7 Replies

Vapi Support Bot•2w ago

Actionable Next Step:
Contact Vapi support with your failed call IDs and error details for backend investigation. You can use the following template to send your request:

Subject: Transport Error for NZ Calls - Org ID 62c50b68-c08c-4ab3-bbe4-6c52392d0e66

Hi, I'm seeing `call.start.error-get-transport` for NZ numbers (sample call IDs: 019abdb2-02a4-7991-92ca-9d3562463819, etc.), while AU numbers work. Please advise on resolving this transport configuration issue.

Subject: Transport Error for NZ Calls - Org ID 62c50b68-c08c-4ab3-bbe4-6c52392d0e66

Hi, I'm seeing `call.start.error-get-transport` for NZ numbers (sample call IDs: 019abdb2-02a4-7991-92ca-9d3562463819, etc.), while AU numbers work. Please advise on resolving this transport configuration issue.

This will help Vapi support quickly identify and address the region-specific transport problem.
For more details, see the call ended reasons documentation. Source: - Call ended reasons

⤵️ Mention @Vapi Support Bot for follow-ups 🐥

conventional-tanOP•6d ago

Bumping this one Bumping this one again Bumping again

Kyle•5d ago

Hi Daco, To address issues with outbound calls using Vapi, ensure the following: 1. Prerequisites: Confirm you have a Vapi account, a configured assistant, and a valid phone number imported or provided by a supported provider like Telnyx, Twilio, or Vonage. Free Vapi numbers cannot make international calls. 2. Outbound Call Setup: Use the /call endpoint to initiate a call by specifying: - assistantId for a saved assistant or assistant for a transient one. - phoneNumberId of the number you are calling from. - The customer field with the destination number. Example request:

   {
     "assistantId": "assistant-id",
     "phoneNumberId": "phone-number-id",
     "customer": { "number": "+11231231234" }
   }

   {
     "assistantId": "assistant-id",
     "phoneNumberId": "phone-number-id",
     "customer": { "number": "+11231231234" }
   }

3. Telnyx Configuration: For Telnyx numbers, navigate to the Telnyx Portal and add Vapi under "Connections and Applications" to enable outbound calling. 4. Debugging Failed Calls: If calls fail, check the endedReason in your call logs. Reasons like twilio-failed-to-connect-call indicate issues with the telephony provider, while assistant-not-found suggests configuration issues in Vapi. For more details on each step, please refer to the Outbound Calling Documentation and Troubleshooting Forwarding Drops. Let me know if you need further assistance.

Outbound Calling | Vapi

Learn how to send outbound calls from Vapi.

conventional-tanOP•5d ago

Is this just a copy-paste response based off of your documentation? My post clearly states that we have scenarios where calls work (to Australian numbers), it's just that we cannot call to NZ numbers. Dot-pointing "Confirm you have a Vapi account, assistant and a phone number" and "here is the /call endpoint" kinda reads like you haven't actually read my post at all? What i'm really after, is some assistance regarding the error that i provided, which you haven't acknowledged? I've supplied numerous IDs for bots, phone numbers, successful attempts and failed attempts.. Is there somewhere else I should be submitting a ticket?

Kyle•3d ago

Hi Daco, Thanks for your patience — I checked the failed NZ call you shared (019abdb2-02a4-7991-92ca-9d3562463819), and here’s the exact error coming from Twilio: 🔴 Couldn’t initiate outbound call. Twilio Error:
“Account not authorized to call +6448881669.” This means international calling to New Zealand isn’t currently enabled on your Twilio account. You can resolve this by enabling the appropriate geo-permissions here: https://www.twilio.com/console/voice/calls/geo-permissions/low-risk Once enabled, NZ calls should begin working normally. Let me know once that’s updated or if you’d like me to re-check specific call IDs.

conventional-tanOP•3d ago

Thanks Kyle, that fixed it right away! If that error was passed through to our API calls, we would have probably come to the solution ourselves and not bothered you guys. Really appreciate the assistance on this one!

Kyle•5h ago

Glad you were able to get this resolved. We’ve closed this ticket, but your input is very valuable to us. Please take a moment to complete the survey, which should appear in a couple of days—your feedback directly helps us improve our support.

Outbound Call to NZ Numbers not working

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