All new calls are placed on queue

Support Help
1

Hi, I am getting for all our accounts calls put on queue even if concurrency has not been reached. it has been hapenning for the past few days. Message is: Call queued for immediate background placement

2

A quick thing I’d check: Retell has an official GET /get-concurrency endpoint that returns your org’s live concurrency state.

You could test this a few ways:

  • Run the endpoint in Postman or your backend.

  • Check current_concurrency vs concurrency_limit.

  • Also check base_concurrency, purchased_concurrency, and burst concurrency fields.

  • If current_concurrency is below the limit but calls are still queued, that gives Retell support a much clearer issue to investigate.

You may also be able to build a simple “Get Concurrency” custom function/tool in Retell that calls this endpoint and returns the payload during testing. Retell’s newer function/tool testing flow is useful for this kind of thing because you can validate API payloads without always jumping into Postman.

I’d be careful using it inside a live customer-facing agent unless the response is hidden/internal, but as a test/debug function it could be really useful.

The main thing I’d send support is:

  • queued call IDs

  • timestamps

  • affected agent IDs

  • screenshot of the queue message

  • /get-concurrency response at the time of queueing

If concurrency is available but calls are still being queued, it may be a stale concurrency counter, backend placement limit, burst/concurrency config issue, or platform-side routing problem.

I personally love the new test feature inside the custom functions.

It has saved me likely hours in just tab flipping time.

You could probably build a suite of org functions to pull data from in a single agent, and have that agent act as your Retell intelligence hub.

We have been pondering more sophisticated operational command agents that were basically instructed via the phone for some of our clients using ERP systems.

Although cost per minute for these leviathan prompts tend to push upward.

I am ranting now.

Good luck with that concurrency API call. It will definitely help support help you.

3

Hey @hello11 Could you please share your call IDs, organisation ID, and a screenshot of the error you’re seeing? This will help us investigate the issue more effectively.