Calls not picking up on caller’s end but saying inactivity on retell’s end specifically with Samsung s25 Verizon

Support Help
1

I setup a retell number but when i call it with a samsung s25 it just keeps ringing and hangs but on the retell side it says call connected and the caller didn’t respond. How do i fix this cause it seems to be a problem only happening when using a samsung on the verizon line? I would appreciate it if anyone could point me in the right direction.

Call Ids:

call_055e28f91931975202b5fd8a78d

2

Hey @Ajfk I’m checking the call ID with our team and will get back to you as soon as I have an update.

Thank you for your patience.

3

Hey @Ajfk Team pulled call_055e28f91931975202b5fd8a78d and here’s what our side shows:

  • Twilio sent us the INVITE at 23:26:55 UTC, we replied 180 Ringing and then 200 OK within ~1s, and the ACK came back cleanly. From Retell’s perspective the call was fully answered.
  • The agent’s greeting played, but no caller audio was ever received. After the configured 34s of silence the agent ended the call for inactivity — that’s why our side says “caller didn’t respond.”
  • So the ringing-forever behavior you hear on the Samsung isn’t the agent failing to pick up; the call is picked up on our side, but the audio path back to the S25 on Verizon isn’t being established on the carrier leg.
    Test the same number from a non-Verizon handset (or another Verizon device). If those connect normally, that isolates it to the S25 + Verizon path.

Thank You