Hi LiveKit Team,
I hope you’re doing well. I’m rea...
# telephonyf
fast-magician-7531
12/09/2025, 10:18 AMHi LiveKit Team,
I hope you’re doing well. I’m reaching out on behalf of the Convox team regarding an urgent issue we’re facing in production.
We are currently passing the CLI for sharing the customer number on our SIP endpoint, along with additional metadata that needs to be captured on the LiveKit side. However, when transmitting this information, we are consistently encountering a congestion error, which is blocking us from proceeding.
Since we are on the Ship plan and preparing to scale in production, this issue is time-sensitive and is impacting our ability to move forward. We would greatly appreciate immediate Telephony support to help diagnose and resolve this congestion problem in collaboration with our technical team.
Please let us know the earliest time your team can engage with us so we can work toward a solution as quickly as possible.
l
lively-winter-88668
12/09/2025, 11:24 AMHi, can you please share a call ID where this is happening? It will start with
SCLf
fast-magician-7531
12/10/2025, 7:41 AMwill i get it on my dashboard ?
l
lively-winter-88668
12/10/2025, 8:51 AMYes, Dashboard --> Telephony --> Calls
f
fast-magician-7531
12/10/2025, 9:43 AMr
refined-appointment-81829
12/10/2025, 11:45 AMHi @fast-magician-7531 I am not fully understanding what issue you are facing. Can you clarify what you mean by:
We are currently passing the CLI for sharing the customer numberAlso what do you mean by:
we are consistently encountering a congestion errorIs that like a 429 error or something else? Can you also clarify what is your use case?
refined-appointment-81829
12/10/2025, 12:02 PMFor SCL_xYx2dGSCReZR if you look at the PCAP you will see that Plivo returned a `487`:
According to the Plivo website here
A Plivo SIP 487 error ("Request Terminated") means the call was canceled or ended by someone before the session fully connected, often due to the caller hanging up, a timeout, the user answering on another device, or routing issues on either the Plivo side or the carrier's end, indicating a client-side action or network interruption during call setup. To fix it, check Plivo's call logs for the specific hangup cause, ensure your network is stable, disable SIP ALG, verify forwarding rules, and review Plivo's Geo Permissions for barred countries/prefixes.Have you checked with Plivo on what might be happening? I see we accept the
INVITE100 Processing180 RingingCANCELf
fast-magician-7531
12/10/2025, 12:03 PMLet me explain what we are trying to do
fast-magician-7531
12/10/2025, 12:08 PMInbound Call from Exotel Comes to Convox they use the vsip method to send the call ahead to convox. Now convox is trying to send the trigger ahead on our plivo number.
Issue - while they send the call to our agent. Agent gets invoked however customer DID is hidden in our job ctx it basically shows us the Convox DID.
For calls forwarding this is the issue which is identified.
For which convox team asked us to share vsip and our DID number and that they will pass the customer number in a header
we shared livekit provided vsip and plivo provided DID which is trunked on livekit. Now via vsip we want to extract customer number. How can it be achieved ?
fast-magician-7531
12/10/2025, 12:09 PMis it also possible to connect on a call for a detailed discussion?
r
refined-appointment-81829
12/10/2025, 12:11 PMI have a minute now if you want to chat about it. I will send you a link in DM
refined-appointment-81829
12/10/2025, 12:13 PMThe second call did not answer. Do you have logs from the agent side for that call?
refined-appointment-81829
12/10/2025, 12:14 PMIf you are getting a custom SIP header that contains the DID you should be able to get that header in your agent. Let me find an example of how to get header values for a SIP call in the agent.
f
fast-magician-7531
12/10/2025, 12:31 PMsure that will help