Hello,
We have a transfer latency issue that’s affecting the caller experience for one of our clients.
After our AI agent initiates a transfer to the front desk, there’s a long delay (several seconds of silence) before the front desk and the caller are actually bridged together. The caller just hears dead air. This only happens on transferred calls. Standard inbound calls connect with no issues.
The phone number was purchased directly through Retell, not through our own Twilio or Telnyx account, so we don’t have any visibility into the telephony layer or a way to adjust transfer settings ourselves.
Here are two call IDs that show the problem:
- call_c732f04fa55d4de7a3115bcfde4
- call_89801694732928b09ba8cd2389d
Could you take a look at what’s causing the delay on the transfer leg? Is there any way to speed up the bridging on your end, or any config options available to us?
Thanks in advance.
