This is severely urgent - all of our numbers are down right now and no phone calls are working… what is going on???
I understand this is urgent. Here are immediate troubleshooting steps:
Check the disconnection reason through the Retell Dashboard or using the get-call API endpoint(1). The most common reasons for calls not connecting include(1):
dial_busy- the number dialed is busy(1)dial_failed- dialing failed with no or unknown SIP error code(1)dial_no_answer- the number dialed did not answer(1)invalid_destination- the number dialed is invalid(1)telephony_provider_permission_denied- SIP trunk credentials are not authenticated(1)telephony_provider_unavailable- the telephony provider is unavailable(1)marked_as_spam- the number dialed is marked as spam(1)user_declined- user declined the call(1)
If you’re seeing user_declined (SIP 603 errors), a recent case showed this can indicate carrier-side blocks or temporary telephony provider issues(2). Check your Twilio status page, confirm your account is active and funded, and pull CallSID logs to see if your carrier is sending the decline(2).
Note: If phone numbers engage in many short calls in a short period, they might be marked as spam at the carrier level, leading to the number being blocked and showing up as dial_failed(1).
Retell AI maintains 99.99% uptime with 24/7 latency monitoring and alerting systems(3). You can check Retell’s Status Page for any current issues(3).
If the issue persists after checking these items, contact Retell AI support with your Org ID and Call Session IDs(3).
Hello Amy
Can you share your org id and what error are you seeing?