Call Always Transfers to First Configured Number in VApi Transfer Tool
T
Team Neova
Environment:
Vapi Voice Agent Portal – Transfer Call Tool
Description:
When multiple numbers are configured under different departments using the Transfer Call Tool and assigned to a specific agent, the system does not respect the department selected during call transfer. Instead, Vapi always initiates the call to the first number configured, regardless of the department selection.
Steps to Reproduce:
1.Navigate to the Transfer Call Tool in the Vapi dashboard.
2.Add 2–3 contact numbers, each tagged under different departments (e.g., Sales, Support, Finance).
3.Attach the configured transfer options to a specific voice agent.
4.Trigger a transfer call from the agent to one of the departments (e.g., Support).
5.Observe which number Vapi dials.
Expected Result:
The call should be transferred to the number associated with the department selected at runtime.
Actual Result:
The call always goes to the first configured number in the Transfer Call Tool, ignoring the selected department.
Jean-Benoît Henry
Anup Anup Kashyap Team Neova which provider are you using ? Could it be linked to Vonage ? I have a similar issue https://vapi.canny.io/feature-requests/p/support-transfercall-tools-callerid-param-for-vonage-numbers
Canny AI
Merged in a post:
Issue with Call Transfer Functionality in AI Assistant Using VAPI
A
Anup Nakhate
We have developed an AI Assistant, and one of its main features is to transfer calls to the correct department — for example, Sales or Service. This is a core function we are trying to achieve using VAPI.
We followed all the available guidelines online and set up the Call Transfer tool with two phone numbers — one for each department.
However, the issue we're facing is that the call always gets transferred to the first number in the list, no matter which department we mention. The AI Assistant is not able to transfer the call to the second number.
We’re not sure what’s going wrong and would appreciate your help in resolving this.
A
Anup Nakhate
We are facing this issue please help to resolve the same .
Hi Kyle,
Please find the chat with Voice AI BOT of VAPI on the doc page.
We have followed the instruction and corrected the prompt still the call is not getting transferred to the respective department.
Here are call call logs attached after editing: Call_ID f5f55378-a68c-4c3f-94db-bfcdb8a29232
4e75fc23-205b-42fa-bfd6-92d2d56bc46e.jpg
Already responded to you over mail.
A
Anup
Please help this is urgent now