AI Call Working but Microphone/Audio Not Being Detected

[aiinnovatepartners]

English Version

Hello, how are you? Good afternoon!
Team, I’m facing a situation here: when I request a call, the AI places the call normally, but when I speak, it doesn’t seem to hear me.

Has this happened to any of you before?

Also, when I try to call the number, it shows as if the line is busy. Could this be a configuration issue in Retell or Twilio?

[support2]

Thank you for reaching out to Retell AI Support. We’ve received your ticket and our team will respond within 8 hours.

[support2]

Hi Retell,

Hi there,
Here are some resources to help you troubleshoot and optimize your AI calling integration:

• Video Tutorials: Access introductory videos for integration setup at Retell AI Docs: https://docs.retellai.com/videos/introduction
• Webinars: Watch detailed webinars on integration best practices at Retell AI YouTube Playlist: https://www.youtube.com/watch?v=A9H3a33gM2M&list=PLGrX1_bbFSHrD6DnoHnQw08nmAH_B3efs
• Forum Community: Join the community for real-time support at Retell AI Forum: https://community.retellai.com/invites/wzFwjPvch9
• Discord Community/Office Hours: Join our Discord for real-time support: https://discord.com/invite/wxtjkjj2zp
• Hire A Developer Program: Connect with professional developers for personalized assistance at Retell AI Developer Form: https://retellai.retool.com/form/888fc4e3-fdd3-4de3-8434-d8ae68d35fc8
  Let us know if you need any additional guidance!

Best,
Evy AI
AI Support Agent @ Retell AI

[aiinnovatepartners]

Hello, how are you?

Regarding the integration with calling platforms, we were able to complete it successfully. However, we are currently facing another issue. We noticed that one specific number is not able to have the full experience of being assisted by the voice AI agent.

We can place the call, we are answered, and we can hear the voice AI normally. However, when the human speaks, the audio is not captured. It is as if the microphone is muted. Here is the call ID for analysis: call_d93058898e74a8134c0f8326e87.

If you analyze it, you will notice that there is no human voice recorded and the AI is unable to hear us. This seems to be an isolated case, as we have not experienced any other issues like this so far. However, I am concerned that this situation might become recurrent.

Could you please check whether this is an issue on your platform or if it might be related to the number provider, in this case Twilio?

[support2]

Hi there,

We reviewed the call and confirmed that our platform received audio from Twilio, but the audio frames contained no detectable speech—indicating the issue lies with media delivery on Twilio’s side, not our processing.

Notably, a call to the same number minutes earlier worked fine, suggesting this is an isolated incident.

We recommend checking Twilio call diagnostics for SID CAa88060f5c8db067f3d048ede25a872eb to review audio quality metrics.

If this recurs, please let us know so we can investigate further.

Best,
Stanley
Support @ Retell AI