At the end of the call, the system shows that the agent initiated a call transfer and that the transfer was successful.
However, the client reports that they never received any transferred call. According to them: “Nothing ever came to me for a call transfer and the AI hung up the call.”
This creates a clear mismatch between the system logs and the client’s experience.
Request:
Please investigate why the transfer was marked as successful in the system despite the client not receiving the call. I’d like to understand what may have caused this discrepancy and how to prevent it going forward.
Thank you for providing the initial details about the call transfer issue. To help us investigate further, could you please share the following information?
If a particular agent was involved in the transfer, what is the agent ID?
What was the purpose of this agent (e.g., sales support, technical assistance)?
A copy of your company’s registration document or proof of incorporation.
Your company’s website URL, if available.
If you are speaking on behalf of another company, please provide an authorization letter.
If any of these details are not available, just let us know and we’ll proceed with the investigation.
After investigating call call_48fd2911aed12eafb5eb1e40214, the transfer to the destination number rang for approximately 25 seconds before being “answered.” This timing is consistent with the call going to voicemail rather than being picked up by a person.
At the telephony level, a voicemail system answering a call looks identical to a human answering — both produce the same signal, so the system correctly reported the transfer as successful even though it was likely voicemail that picked up.
A few suggestions to prevent this going forward:
Consider using a warm transfer instead of a cold transfer. With a warm transfer, the AI agent stays on the line until the destination picks up and can handle the scenario where nobody answers.
Reduce the ring timeout so the transfer times out before voicemail picks up, allowing the AI agent to inform the caller and take an alternative action (e.g., schedule a callback).
