Issue with call transfer

Support Help
1

Transfer call cannot be completed, telephony provider or carrier declined or was unavailable.. Please inform the customer that the transfer did not go through and offer to try again or assist them directly.

2

The error “Transfer call cannot be completed, telephony provider or carrier declined or was unavailable” indicates telephony issues similar to outbound call failures(1). Call transfer operates like placing an outbound call, and failures occur for similar reasons(2).

Troubleshooting steps:

  1. Check call logs - Review your call detailed logs for specific SIP error codes(1). The SIP connection log is available in the call logs and helps diagnose the failure reason(2).

  2. Verify telephony configuration - If using custom telephony, check your configuration and ensure you imported the right information(1). Double check your Termination SIP URI for any spaces and remove them(3).

  3. Test with different numbers - Try transferring to a different number to see if it’s number-specific(4).

  4. Check for common issues:

    • telephony_provider_permission_denied: SIP trunk authentication failed(1)
    • telephony_provider_unavailable: The telephony provider is not available or has errors(1)
    • sip_routing_error: Loops or issues with SIP routing(1)

  5. Contact your provider - If using custom telephony, check with your telephony provider’s logs and support team(1)(4).

If human detection is enabled for the transfer, the call may fail if a human is not successfully detected(2).

3

Hello @Team_Blackwater
Can you share the call id ?