ASR configuration bug still active for me

Support Help
1

The recent ASR configuration bug is showing that it has been fixed, however my account isn’t allowing me to make any outbound calls via HTTP post method. I’ve rebooted my servers and still can’t get outbound calls to work. Please help.

2

Based on the available sources, here are steps to troubleshoot outbound call issues:

Check the call history and detailed log(1). The log contains the disconnection reason, the SIP error code, and the error message(1). In most cases, this would be enough to identify the root cause(1).

Common disconnection reasons for not connected calls include(1):

  • invalid_destination: the destination phone number is invalid(1)
  • telephony_provider_permission_denied: sip trunk authentication failed(1)
  • telephony_provider_unavailable: the telephony provider is not available or has errors(1)
  • sip_routing_error: there are loops or issues with the sip routing(1)
  • marked_as_spam: the call is marked as spam(1)
  • user_declined: the user explicitly declined the call(1)
  • dial_failed: sip error codes are not available, or error is unknown(1)
  • dial_busy: The number dialed is busy(1)
  • dial_no_answer: The number dialed did not answer(1)

If using custom telephony(1):

  • Double check your configuration and make sure you imported the right information(1)
  • If the configuration is not correct, delete the imported number and re-import(1)
  • If that does not solve it, please check with your telephony provider to see what’s the error on their side(1)

If using numbers purchased from Retell(1):

  • Make sure the destination number can accept the call(1). Currently, numbers purchased from Retell can only make calls to US numbers(1)

For phone number configuration issues (which commonly cause 404 errors)(2):
Your from_number must be a phone number you’ve purchased and configured through Retell AI(2). The phone number should have an outbound_agent_id configured, or you need to use the override_agent_id parameter in your request(2).

If you continue experiencing issues after checking these items, I recommend:

3

This doesn’t apply since its not allowing me to make any outbound calls via api.

4

Hello @Daniel
Can you share what error you get when trying to make the outbound call through the API

And does it work on the dashboard?