Bridge transfer , call tranfer , Chat With Human , Call doesn't go through

Support Help
1

It establishes a connection, says who’s calling, etc., but the call doesn’t go through.

I used to do it., has stopped doing it

3

When outbound calls fail to connect despite establishing initial communication, you should check the disconnection_reason field in your call logs(1)(2).

Common reasons for outbound call failures include(1):

  • invalid_destination: The destination phone number is invalid(1)
  • marked_as_spam: The number is marked as spam by carriers(1)
  • dial_busy: The number dialed is busy(1)
  • dial_no_answer: The number dialed did not answer(1)
  • dial_failed: SIP error codes are not available or error is unknown(1)
  • user_declined: The user explicitly declined the call(1)

To troubleshoot(1):

  1. Check the call history and detailed log for the disconnection reason and SIP error code(1)

  2. If using custom telephony, verify your configuration is correct and re-import the number if needed(1)

  3. If using numbers purchased from Retell, ensure the destination number can accept calls (currently only US numbers are supported for outbound calls from Retell-purchased numbers)(1)

If your number is marked as spam, this often happens when there’s high outbound call volume without warmup or low pickup rates(1). To remedy this(1):

  • Purchase a new number and warm it up gradually(1)
  • Increase the pickup rate(1)
  • Register the number with Retell’s spam remediation feature(1)

Check your call logs in the Retell Dashboard or use the get-call API endpoint to see the specific disconnection reason(2).

5

Hello Jamie
Can you share a call id?

6

Transfer agent no execute Bridge tranfer or Cancel transfer

conversation flow => call transfer => warn transfer => chat with human =====>

detects if it is : Bridge tranfer or Cancel transfer but it doesn’t execute the function

2026-01-12 17:50:22.287 call_9896d1655e9693ccbe732275 info: Starting call: call_9896d1655e9693ccbe732275
2026-01-12 17:50:38.369 call_9896d1655e9693ccbe732275 info: Transitioning from node begin (name: begin) to node start-node-1768238466426 (name: Welcome Node)
2026-01-12 17:50:46.729 call_9896d1655e9693ccbe732275 info: Transitioning from node start-node-1768238466426 (name: Welcome Node) to node node-1768238510495 (name: Bridge Transfer)
2026-01-12 17:51:06.561 call_9896d1655e9693ccbe732275 info: Ending call: call_9896d1655e9693ccbe732275

call_9896d1655e9693ccbe732275

call_0b158da809dbfeba1f9da811b27

7

Based on your logs showing the call transitioning to the “Bridge Transfer” node but then ending without executing the transfer, here are key troubleshooting steps:

Check Call Transfer Node Configuration:

The Call Transfer Node only works during phone calls, not web calls(1). Verify you’re testing with an actual phone call(1).

Verify Transfer Settings:

For warm transfers, ensure you’ve configured(1):

  • Transfer destination number in e.164 format or as a dynamic variable(1)
  • Transfer type (warm vs cold)(1)
  • Human detection timeout settings(1)

Common Transfer Failure Scenarios:

When a warm transfer fails to detect a human on the receiving end, the transition happens through the pre-populated “transfer failed” edge(1). Check if your flow has this edge connected to handle failures(1).

Agent Detection Timeout:

Configure custom timeouts to control how long the AI waits for your agent to pick up before triggering fallback actions(2). If the timeout is too short or the receiving party doesn’t answer, the transfer will fail(3).

Telephony Provider Issues:

From Monday, January 12, 2026, I calculate that transfer failures can occur due to telephony provider issues(4). The error “SIP status code: undefined SIP error category: user_no_answer” indicates problems with the transfer process(4).

Debugging Steps:

Check your Call History detailed logs for the specific disconnection reason and SIP error codes(5). The logs should show why the transfer didn’t complete.

If the receiving number doesn’t answer or no agents are available, connect the “transfer failed” path to an alternative flow(3).

**

8

Team is checking it, I will update you as soon as possible

9

Hello @Jaime_Ferrer
Can you check now?

10

If it’s working now, thank you. What was the problem?

11

There was an issue, and now it’s fixed. Let me know if you faced any other issues.
Have a good day.