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Degraded SIP Calls – Transfer to Human Affected

Degraded SIP Calls – Transfer to Human Affected

Resolved incidentMinor0 affected services

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  1. Investigating

    We are currently investigating an issue with SIP calls that is impacting the transfer-to-human flow. We are working on a fix.

  2. Monitoring

    We have pushed an update, and we are currently monitoring the situation.

  3. Resolved

    The root cause was an incompatibility in how ElevenLabs handled mid-dialog re-INVITEs. When SIP providers sent re-INVITEs, ElevenLabs responded with 488, which some providers treat as fatal, issue a BYE, and terminate the call. Per RFC 3261, a 488 should not necessarily result in session termination, but provider behaviour varied.