I am having issues connecting retell with plivo for inbound calls i

Support Help
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I am connecting my plivo number to retell ai i am able to make outbound calls but inbound calls are not working i have setup my origination uri correctly.please help

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For inbound calls through elastic SIP trunking, verify your origination configuration is set to Retell’s SIP server address: sip:sip.retellai.com(1). For toll-free numbers specifically, you need to specify the transport protocol: sip:sip.retellai.com;transport=tcp(1).

Common issues to check when inbound calls aren’t working:

Origination Setting Verification
Ensure your origination SIP URI in Plivo points exactly to Retell’s server(1). The format matters—double-check there are no extra spaces or incorrect transport specifications(1).

Import Configuration
After setting up your SIP trunk in Plivo, you must import the number into Retell AI(2). During import, provide the termination SIP URI and any authentication credentials (username/password) if you configured credential-based auth instead of IP whitelisting(2).

Check Logs
Review your Plivo logs for any origination errors(3). One user reported seeing “ACK not received from your SIP endpoint” errors (32022) which indicated configuration issues(3).

Transport Method
Retell supports TCP (recommended), UDP, and TLS as transport methods(1). For TCP specifically, use: sip:sip.retellai.com;transport=tcp(1).

If you’ve verified all settings and inbound still fails while outbound works, check that:

  • Your number is properly assigned to the elastic SIP trunk in Plivo
  • The origination URI exactly matches Retell’s specification
  • Your Plivo account has proper permissions for inbound routing
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how to configure on retell side

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On the Retell AI side, you need to import your Plivo number after setting up the elastic SIP trunk in Plivo(1). Here’s what you need to configure:

Import Your Number to Retell

Supply the termination SIP URI you configured in your Plivo elastic SIP trunk(2). This is the URI Retell will use for outbound calls(2).

If you set up authentication via credentials in Plivo, you’ll need to provide the username and password when importing(2)(1).

Two Ways to Import

  1. Via Dashboard: Access the Retell AI dashboard and navigate to the phone numbers section to import your number(3)

  2. Via API: Use the Import Number API programmatically(2)(1)

What Happens After Import

Once the number is imported, it will show up in your Retell dashboard and you can make and receive calls with it just like a number purchased directly from Retell(2)(1). You can make phone calls from the dashboard directly or use the Create Phone Call API to create calls programmatically(2).

Key Configuration Details

When importing, you need to provide(1)(3):

  • The termination SIP URI from your Plivo trunk
  • Username and password (if using credential-based authentication)
  • Any additional SIP headers required by your provider(4)

If you need to change the configuration later, you’ll need to delete and re-import the number(1).

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the call are stating user busy