I'm getting a media-timeout error when doing an outbound call with LK & Twilio

Telephony
,
1

I’m using a Twilio SIP Trunk to do an outbound call, the call goes on for about 30 to 1:30 seconds. Then the call ends on it’s own. I see media-timeout error in Livekit when I check the call.

This is the Event payload shown in Livekit when the call ends;

{

callId: "SCL_YUygT6NGYHpS"

trunkId: "ST_7udUZwrRUjYo"

region: "oashburn1b"

roomName: "my-room"

roomId: "RM_KNLpD79S5ugP"

participantIdentity: "phone_user"

participantAttributes: {

sip.callID: "SCL_YUygT6NGYHpS"

sip.callStatus: "ringing"

sip.phoneNumber: "+256785565589"

sip.trunkID: "ST_7udUZwrRUjYo"

sip.trunkPhoneNumber: "+14786069508"

sip.twilio.callSid: "CAf2571009a9e7b767f75665900d53759d"

}

fromUri: {

user: "+14786069508"

host: "114xvmjow3n.sip.livekit.cloud"

ip: "161.115.179.208"

port: 9000

}

toUri: {

user: "+256785565589"

host: "demo-gg-***-outbound-trunk.pstn.twilio.com"

port: 5060

}

callDirection: "SCD_OUTBOUND"

callStatus: "SCS_ERROR"

createdAtNs: "1774431177398773640"

startedAtNs: "1774431192138714807"

endedAtNs: "1774431297374765009"

error: "media-timeout"

audioCodec: "PCMU/8000"

}

Twilio doesn’t show any errors and it states that the call has been completed successfully.

I don’t know what this error means and what’s causing it. Please help

2

media-timeout will be triggered if we don’t get any media (RTP) packets from the provider.

If I look at the PCAP, I see long stretches where media is only sent in one direction, so I assume that because we are not receiving packets, we trigger the timeout.

I see 3 calls in your account with this same behaviour but no other calls. During the call, are you able to hear and speak with the agent?

3

Yes, I’m able to hear and speak with the agent during the call until the call suddenly ends. In my account, during this call SCL_YUygT6NGYHpS, I was able to normally talk with the agent until it got disconnected. But for the other 2 calls, the call ended after the agent’s initial reply.

@darryncampbell I started seeing this issue today. How can I resolve this?

4

Can you share agent insights for RM_KNLpD79S5ugP, which was the session associated with the call, Agent insights in LiveKit Cloud | LiveKit Documentation

5

@darryncampbell Here is the link to the agent insights Sign in | LiveKit Cloud

6

There’s something strange with the alignment of those audio waveforms isn’t there, but looking at the PCAP, I see the last packet we received from Twilio was 09:34:31 (UTC), then the call ended with a media timeout at 09:34:57 because we hadn’t recevied any data. Maybe compare the PCAP from LiveKit with the PCAP from Twilio to see if they align