Call Transfer to India (+91) failing — retell-twilio number permission issue

Support Help
1

Hi,

We are facing an issue with the Call Transfer feature.

Phone Number: +16*********
Phone Number Type: retell-twilio

When our AI agent tries to transfer a live call to an Indian number (+91), it fails with:
“Transfer call cannot be completed, probably don’t have the permission to perform the transfer.”

Steps already taken:

  • Updated allowed_outbound_country_list via PATCH API to include “IN”
  • Verified via GET API — list correctly shows [“US”, “CA”, “IN”]
  • Transfer is still failing during live calls

Since the number type is retell-twilio, we believe the Twilio SIP trunk managed by Retell is blocking transfers to India.

Please enable India (+91) outbound call transfers on the Twilio trunk for our number +16*********.

Thank you.

2

Hello @shyam

Could you please share your organization ID along with any relevant call IDs? This will help us investigate the issue more effectively.

Thank you!

3

Hello,

My Org ID is org_wbVF8G9Jb1KIH3tv, and Call ID is call_3ac1fcbc0bd087a9a4fe823d886.

Thank You.

4

Hello @shyam

Thanks for sharing the call ID. I’ve forwarded them to our team for further investigation.

We’ll get back to you as soon as we have an update.

Best regards

5

Hello @shyam

Can you try again after adding India to the allowed countries?

Thank You

6

Hello @shyam

The issue here is that you are transferring an Indian number to another Indian number, which Twilio does not allow. Please turn off the show the display number as the user’s number, which will fix this .

Thank You

7

Hi,

Thank you for the quick fix — the call transfer is now working perfectly!

One more question — after the transfer connects the customer to the collector, can the conversation between the customer and the collector also be recorded? We would like to have the full call recording, including the transferred leg.

Is this something that can be enabled on our account/Twilio trunk?

Looking forward to your response.

Best regards,
Shyam

8

Hello @shyam

This is currently a feature request and not available at the moment.

Thank You

9

Hello,

No issues, Thanks.