BUG: 13.98% of Inbound Calls Not Answered With ‘0:00’ Duration

Support Help
1

Hi Retell team,

I have a client in the legal space who is using an agent to answer out-of-hours inbound calls.

However, we have noticed a significant portion of these calls (13.98%) are not being answered.

The agent never connects/speaks, and they get logged with a ‘0:00’ duration.

Can you please let us know why this is happening?

We have verified that these are legitimate inquiries from current clients & new inquirers, who their team has no problem calling/connecting with when they call them back.

Due to the nature of the industry, this is costing the client to lose out on a lot of high-value enquiries, and we are at risk of losing them because of this problem.

Thank you.

ORG ID: org_TMnHViunv6aC0fDz

AGENT ID: agent_5f6024c905b706bdb52d912288

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CALL ID’S WITH THIS 0:00’ DURATION ERROR:

call_e9bb607e8f6e95071e30c614fb9
call_cadf3b15417f33699eec3cf3bbc
call_d3df78d24b4607675da4a7ee600
call_575ae7f12c553c77f18b8a2cc06
call_64ddfbec0166a0100c6791e9d5f
call_effdb36a3ed0710d6c30a351b14
call_6b463a85532fc1bb14a20d1a481
call_ad899f4af7b50cdf7f9c96d5666
call_7fae7795347becb47a2aea04312
call_f414b29195ad93718a1d65fd3e6
call_ab5364a5a42e184a2ffe70d8c8d
call_76cc2e571d6e82abec3a97dc68a
call_96beeef596b6333583b51298fdb
call_f8150896dc1507457ba5fe3b638
call_54ed75c00f28eaf6e21e504e815
call_9f28fc97714809a83b6c195a146
call_e1f913db8c59de630714125761c
call_a761780ca0bf3509d16514c9f5c
call_473ef6fbebe9e6069265e582dbd
call_2dd3a6c1d99111b27b7d9b29a70
call_ee79c2b369eb499e73054f9a0c6
call_daf96edad823fd35fad2c5b5b48
call_61e660e2afd48838134f123f6db
call_395f46883116effeafc396bc9af
call_c2e74d64f1579277af7cefa43ff
call_d3274fdc7e55c85aa9b569f0f07
call_29284521bafe0daf59efa94db27

2

Hey @developers

Thanks for sharing the call ids. I’ve escalated this to our team for further review.

We’ll update you as soon as we hear back.

Best regards

3

Thanks @shaw, appreciate it

4

Hey @developers

We’ve looked into all 26 call IDs you provided.
In 25 of 26 cases, the caller’s side disconnected within a fraction of a second (200ms–1s) — before our agent could even pick up. Our system responded correctly and was ready to answer, but the incoming call was cancelled before the connection completed. This is why these show as 0:00 duration, and also why your team has no trouble reaching the same callers when calling them back.
These ultra-fast disconnects aren’t human hangups — they point to something on the caller’s carrier or forwarding chain dropping the call before it reaches our agent.
The remaining 1 call was an isolated internal error, unrelated to the pattern above.

We’d recommend:

  1. Checking with your client’s phone provider — they should investigate why inbound calls are being dropped within <1 second.

  2. If call forwarding is used to route calls to the Retell number, verifying that the forwarding setup isn’t timing out or causing issues.

Thank You