AI Agent redirect missing call logs in Retell

Support Help
1

We have two PCAP files from Twilio showing two calls to the same agent. Both have identical SIP structure, same To header, same Diversion header, both get 200 OK from LiveKit, both complete successfully. The ONLY difference is the FROM number — one is our own number and one is a client’s number that reaches us via 3CX call redirect. The direct call logs in Retell. The redirected call does not. Can you explain why this is happening and what can be done to fix this?

2

Hi @smvergara1

Could you please share the call IDs? This will help us investigate the issue more thoroughly.

Thank you!

3

Hi @mark1

Here are the call ID’s from Twilio.

8879125ab3accea53eaf7a120e6b4dee

61b739ce61dad1ae08436cb91401db11

Let me know if you need anything else!

4

Hi @smvergara1

Can you share the PCAP file and Agent ID?

Thanks