Based on the available sources, when calls aren’t appearing in your Retell AI call history, you should check your telephony provider’s call logs to see if the calls reached your system(1).
If calls are being dropped mid-transfer or experiencing connection issues, you should review your telephony provider settings and SIP configuration, as issues on the provider side can prevent calls from being properly logged(1).
For missing call logs, common causes include:
- Phone Number Format: Try searching with the E.164 format (including the +1 prefix)(1)
- Quick/Abandoned Calls: Missed or abandoned calls that hang up quickly sometimes don’t get logged in the agent’s call history(1)
- Call Logging Settings: Call logging may need to be enabled for quick/abandoned calls in your system settings(1)
If you’re still experiencing issues after checking these items, you can reach out through Discord(1).