Hello @Jaime_Ferrer
Can you share the PCAP file for this call
You can dm it to me or send it to suppor@retellai.com
let me know when you do it so I can check it.
Unfortunately, my phone provider doesn’t save PCAPs. On top of that, things have gotten worse; before they only worked occasionally, but now calls don’t work at all! , The problem is serious; the customers are starting to get really nervous.
2026-03-05 09:57:18.119 call_7f30d7441007e2b09e810fa14a1 info: Starting call: call_7f30d7441007e2b09e810fa14a1
2026-03-05 09:57:19.332 call_7f30d7441007e2b09e810fa14a1 info: Transitioning from node begin (name: begin) to node start-node-1756134309247 (name: Welcome recepcionista)
2026-03-05 09:57:19.339 call_7f30d7441007e2b09e810fa14a1 info: Webhook triggered for call_started
2026-03-05 09:57:19.852 call_7f30d7441007e2b09e810fa14a1 info: Webhook response received for call_started
2026-03-05 09:57:36.378 call_7f30d7441007e2b09e810fa14a1 info: Transitioning from node start-node-1756134309247 (name: Welcome recepcionista) to node node-1758549517157 (name: ir a presupuesto)
2026-03-05 09:57:36.379 call_7f30d7441007e2b09e810fa14a1 info: Calling tool: agent_swap
Arguments: {“agentId”:“agent_d79e143b01f0b727108cbf17f1”,“postCallAnalysisSetting”:“only_destination_agent”}
2026-03-05 09:57:36.387 call_7f30d7441007e2b09e810fa14a1 info: Received result for tool: agent_swap_36fb21 agent_swap
Result: {“status”:“TRANSFER SUCCESSFUL. You are a *new* assistant agent joining an *ongoing conversation* and the previous agent has now exited. Your job is to pick up where the last agent left off and respond *in your own voice*. DO NOT repeat the previous agent’s words, DO NOT announce the transfer, and DO NOT repeat greetings. Address the user’s last request immediately.”}
2026-03-05 09:57:36.454 call_7f30d7441007e2b09e810fa14a1 info: Transitioning from node begin (name: begin) to node node-1768754454095 (name: Horario Comercial)
2026-03-05 09:57:36.458 call_7f30d7441007e2b09e810fa14a1 info: Calling tool: Horario_comercial
Arguments: {}
2026-03-05 09:57:36.963 call_7f30d7441007e2b09e810fa14a1 info: Received result for tool: tool_call_228cf4 Horario_comercial
Result: {“Dia_semana”:“jueves”,“Hora”:“10:57”,“Fiesta”:“NO”,“Fecha”:“2026-03-05”,“Dentro_Horario”:“SI”}
2026-03-05 09:57:37.003 call_7f30d7441007e2b09e810fa14a1 info: Transitioning from node node-1768754454095 (name: Horario Comercial) to node node-1768754527247 (name: a begoña)
2026-03-05 09:57:37.007 call_7f30d7441007e2b09e810fa14a1 info: Calling tool: transfer_call
Arguments: {“number”:“+34932133885”,“option”:{“agenticTransferConfig”:{“transferAgent”:{“agentVersion”:118,“agentId”:“agent_87e27c80924b43bad9eff3b36c”},“transferTimeoutMs”:61000,“actionOnTimeout”:“bridge_transfer”},“enableBridgeAudioCue”:true,“type”:“agentic_warm_transfer”,“agentDetectionTimeoutMs”:30000,“onHoldMusic”:“ringtone”},“extension”:“20”}
2026-03-05 09:57:37.012 call_7f30d7441007e2b09e810fa14a1 info: custom sip headers {}
2026-03-05 09:57:37.013 call_7f30d7441007e2b09e810fa14a1 info: Starting agentic warm transfer {
agenticTransferConfig: {
transferAgent: { agentVersion: 118, agentId: ‘agent_87e27c80924b43bad9eff3b36c’ },
transferTimeoutMs: 61000,
actionOnTimeout: ‘bridge_transfer’
},
enableBridgeAudioCue: true,
type: ‘agentic_warm_transfer’,
agentDetectionTimeoutMs: 30000,
onHoldMusic: ‘ringtone’
}
2026-03-05 09:57:42.722 call_7f30d7441007e2b09e810fa14a1 info: Transfer agent call started successfully
2026-03-05 09:58:16.496 call_7f30d7441007e2b09e810fa14a1 info: Received result for tool: transfer_call_0c0924 transfer_call
Result: {“status”:“Transfer failed due to an error.. Please inform the customer that the transfer did not go through and offer to try again or assist them directly.”}
2026-03-05 09:58:16.497 call_7f30d7441007e2b09e810fa14a1 info: Transitioning from node node-1768754527247 (name: a begoña) to node node-1768754601283 (name: a asun)
2026-03-05 09:58:16.500 call_7f30d7441007e2b09e810fa14a1 info: Calling tool: transfer_call
Arguments: {“number”:“+34934393104”,“option”:{“agenticTransferConfig”:{“transferAgent”:{“agentVersion”:118,“agentId”:“agent_87e27c80924b43bad9eff3b36c”},“transferTimeoutMs”:61000,“actionOnTimeout”:“bridge_transfer”},“enableBridgeAudioCue”:true,“type”:“agentic_warm_transfer”,“agentDetectionTimeoutMs”:30000,“onHoldMusic”:“ringtone”},“extension”:“*22”}
2026-03-05 09:58:16.502 call_7f30d7441007e2b09e810fa14a1 info: custom sip headers {}
2026-03-05 09:58:16.502 call_7f30d7441007e2b09e810fa14a1 info: Starting agentic warm transfer {
agenticTransferConfig: {
transferAgent: { agentVersion: 118, agentId: ‘agent_87e27c80924b43bad9eff3b36c’ },
transferTimeoutMs: 61000,
actionOnTimeout: ‘bridge_transfer’
},
enableBridgeAudioCue: true,
type: ‘agentic_warm_transfer’,
agentDetectionTimeoutMs: 30000,
onHoldMusic: ‘ringtone’
}
2026-03-05 09:58:22.352 call_7f30d7441007e2b09e810fa14a1 info: Transfer agent call started successfully
2026-03-05 09:58:54.947 call_7f30d7441007e2b09e810fa14a1 info: Received result for tool: transfer_call_38315b transfer_call
Result: {“status”:“Transfer failed due to an error.. Please inform the customer that the transfer did not go through and offer to try again or assist them directly.”}
2026-03-05 09:58:54.948 call_7f30d7441007e2b09e810fa14a1 info: Transitioning from node node-1768754601283 (name: a asun) to node node-1768754638699 (name: Conversation)
2026-03-05 09:59:08.255 call_7f30d7441007e2b09e810fa14a1 info: Transitioning from node node-1768754638699 (name: Conversation) to node node-1770136692178 (name: Conversation)
2026-03-05 09:59:09.117 call_7f30d7441007e2b09e810fa14a1 info: E2E latency for this turn: 1848
2026-03-05 09:59:21.010 call_7f30d7441007e2b09e810fa14a1 info: Transitioning from node node-1770136692178 (name: Conversation) to node start-node-1758549120339 (name: Agente presupuestos)
2026-03-05 09:59:21.453 call_7f30d7441007e2b09e810fa14a1 info: E2E latency for this turn: 1174
2026-03-05 09:59:28.622 call_7f30d7441007e2b09e810fa14a1 info: E2E latency for this turn: 1342
2026-03-05 09:59:36.540 call_7f30d7441007e2b09e810fa14a1 info: Transitioning from node start-node-1758549120339 (name: Agente presupuestos) to node node-1769449225523 (name: Preguntale su nombre)
2026-03-05 09:59:37.105 call_7f30d7441007e2b09e810fa14a1 info: E2E latency for this turn: 1126
2026-03-05 09:59:42.965 call_7f30d7441007e2b09e810fa14a1 info: E2E latency for this turn: 1225
2026-03-05 09:59:48.360 call_7f30d7441007e2b09e810fa14a1 info: Transitioning from node node-1769449225523 (name: Preguntale su nombre) to node node-1769448564760 (name: numero presupuesto)
2026-03-05 09:59:49.943 call_7f30d7441007e2b09e810fa14a1 info: E2E latency for this turn: 2043
2026-03-05 10:00:02.216 call_7f30d7441007e2b09e810fa14a1 info: Transitioning from node node-1769448564760 (name: numero presupuesto) to node node-1758789813843 (name: despedida)
2026-03-05 10:00:02.551 call_7f30d7441007e2b09e810fa14a1 info: E2E latency for this turn: 1802
2026-03-05 10:00:05.258 call_7f30d7441007e2b09e810fa14a1 info: Transitioning from node node-1758789813843 (name: despedida) to node node-1771506938286 (name: Conversation)
2026-03-05 10:00:05.916 call_7f30d7441007e2b09e810fa14a1 info: E2E latency for this turn: 1297
2026-03-05 10:00:16.506 call_7f30d7441007e2b09e810fa14a1 info: Transitioning from node node-1771506938286 (name: Conversation) to node node-1771506023994 (name: Extract Variables)
2026-03-05 10:00:16.506 call_7f30d7441007e2b09e810fa14a1 info: Calling tool: extract_dynamic_variables
Arguments:
2026-03-05 10:00:17.141 call_7f30d7441007e2b09e810fa14a1 info: Received result for tool: extract_dynamic_variables_7ab69b extract_dynamic_variables
Result: {“{{llamante}}”:“Maribel”}
2026-03-05 10:00:17.180 call_7f30d7441007e2b09e810fa14a1 info: Transitioning from node node-1771506023994 (name: Extract Variables) to node node-1771506081506 (name: Extract Variables)
2026-03-05 10:00:17.180 call_7f30d7441007e2b09e810fa14a1 info: Calling tool: extract_dynamic_variables
Arguments:
2026-03-05 10:00:18.132 call_7f30d7441007e2b09e810fa14a1 info: Received result for tool: extract_dynamic_variables_991e83 extract_dynamic_variables
Result: {“{{destinatario_llamada}}”:“”}
2026-03-05 10:00:18.191 call_7f30d7441007e2b09e810fa14a1 info: Transitioning from node node-1771506081506 (name: Extract Variables) to node node-1771506223390 (name: Extract Variables)
2026-03-05 10:00:18.191 call_7f30d7441007e2b09e810fa14a1 info: Calling tool: extract_dynamic_variables
Arguments:
2026-03-05 10:00:19.531 call_7f30d7441007e2b09e810fa14a1 info: Received result for tool: extract_dynamic_variables_862213 extract_dynamic_variables
Result: {“{{motivo_llamada}}”:“Consultar el estado actual de un presupuesto ya aceptado para control de roedores. El número de presupuesto facilitado es 2026/1121, relacionado con la dirección o referencia ‘quince Italia Torragona’. El presupuesto fue enviado aceptado el día 3 de marzo.”}
2026-03-05 10:00:19.531 call_7f30d7441007e2b09e810fa14a1 info: Transitioning from node node-1771506223390 (name: Extract Variables) to node node-1771506627411 (name: Extract Variables)
2026-03-05 10:00:19.531 call_7f30d7441007e2b09e810fa14a1 info: Calling tool: extract_dynamic_variables
Arguments:
2026-03-05 10:00:20.176 call_7f30d7441007e2b09e810fa14a1 info: Received result for tool: extract_dynamic_variables_3bb31c extract_dynamic_variables
Result: {“{{destinatario}}”:“david rubio”}
2026-03-05 10:00:20.177 call_7f30d7441007e2b09e810fa14a1 info: Transitioning from node node-1771506627411 (name: Extract Variables) to node node-1771506017895 (name: Mandar Emaild2)
2026-03-05 10:00:22.916 call_7f30d7441007e2b09e810fa14a1 info: Calling tool: mandar_emaild2
Arguments: {“llamante”:“Maribel”,“motivo_llamada”:“Consultar el estado actual de un presupuesto ya aceptado para control de roedores. El número de presupuesto facilitado es 2026/1121, relacionado con la dirección o referencia ‘quince Italia Torragona’. El presupuesto fue enviado aceptado el día 3 de marzo.”,“destinatario”:“david rubio”}
2026-03-05 10:00:23.545 call_7f30d7441007e2b09e810fa14a1 info: Received result for tool: tool_call_6dee95 mandar_emaild2
Result: {“message”:“Workflow was started”}
2026-03-05 10:00:23.545 call_7f30d7441007e2b09e810fa14a1 info: Transitioning from node node-1771506017895 (name: Mandar Emaild2) to node node-1758788420454 (name: End Call)
2026-03-05 10:00:23.546 call_7f30d7441007e2b09e810fa14a1 info: Calling tool: end_call
Arguments: {}
2026-03-05 10:00:23.546 call_7f30d7441007e2b09e810fa14a1 info: Ending call: call_7f30d7441007e2b09e810fa14a1
2026-03-05 10:00:25.559 call_7f30d7441007e2b09e810fa14a1 info: Webhook triggered for call_ended
2026-03-05 10:00:26.020 call_7f30d7441007e2b09e810fa14a1 info: Webhook response received for call_ended
2026-03-05 10:00:26.570 call_7f30d7441007e2b09e810fa14a1 info: Webhook triggered for call_analyzed
2026-03-05 10:00:26.882 call_7f30d7441007e2b09e810fa14a1 info: Webhook response received for call_analyzed
Hello @Jaime_Ferrer,
In this call, I see you tried to make two transfers, but the user didn’t pick up the phone, and your carrier timed out.
Hi @Omar_Ashraf, could you please help us investigate the same issue?
We connected a phone number via Twilio Elastic SIP Trunk. When using TLS and placing several calls simultaneously, some calls return a SIP 477 error. However, when we switch to TCP, the calls go through without errors.We currently have a limit of 5 calls per second (CPS) configured in Twilio.
2026-04-06 16:38:26.393 call_fd10057c36c6fea0ca9ff3a1208 info: Starting call: call_fd10057c36c6fea0ca9ff3a1208
2026-04-06 16:38:27.464 call_fd10057c36c6fea0ca9ff3a1208 error: Error dialing to user, SIP status code: 477 SIP error category: unknown Error: twirp error unknown: unexpected status from INVITE response: sip status: 477: Unfortunately error on sending to next hop occurred (477/TM)
2026-04-06 16:38:27.464 call_fd10057c36c6fea0ca9ff3a1208 info: Ending call: call_fd10057c36c6fea0ca9ff3a1208
2026-04-06 16:38:28.294 call_fd10057c36c6fea0ca9ff3a1208 info: Webhook triggered for call_ended
2026-04-06 16:38:28.294 call_fd10057c36c6fea0ca9ff3a1208 info: Webhook triggered for call_analyzed
2026-04-06 16:38:28.413 call_fd10057c36c6fea0ca9ff3a1208 info: Webhook response received for call_ended
2026-04-06 16:38:28.526 call_fd10057c36c6fea0ca9ff3a1208 info: Webhook response received for call_analyzed
Hello @s.mkhitaryan
Does this happen in every call?
Can you provide another call ID, just to make sure its not a tempoary issue?
@Omar_Ashraf, sure. I initiated several simultaneous calls within a short period of time. When using TLS, some of the calls failed with errors. However, after switching from TLS to TCP, the same test scenario completed without any such issues.
Test A
-
call_8021266c4bef02eed6c677e7eae - dial failed
-
call_fd10057c36c6fea0ca9ff3a1208 - dial failed (already provided)
Test B
-
call_657a8f059f716618a65bb767c19 - dial failed
-
call_2e385d303acd8f748bacf30dfca - dial failed
-
call_d746e3548fece285ea9f8d45d06 - dial failed
-
call_4c1d4624772d696d022b23976bc - voicemail reached
@Omar_Ashraf Hello, do you have any updates on that?