Inbound calls not routing through SIP Trunk — all settings configured

Support Help
1

Hi team,

I’ve configured a SIP Trunk phone number with all the required settings (Termination URI, credentials, transport protocol), but inbound calls are not reaching my Retell agent. The agent never picks up when someone calls the number.

Could you help me understand what might be missing in my setup for inbound calls to route correctly?

Thanks!

2

Hi @lacasadelchimi402

For inbound calls with SIP trunking, the key thing to check is your origination settings in your SIP trunking provider. The Termination URI and credentials you mentioned are for outbound calls. For inbound calls, you need to configure your provider’s origination to point to Retell’s SIP server:

  • SIP Server URI: sip:sip.retellai.com (with the appropriate transport suffix, e.g., ;transport=tcp)

  • IP Whitelist: 18.98.16.120/30, 143.223.88.0/21, 161.115.160.0/19

Check the logs in your telephony provider for any errors, Retell won’t report configuration errors until a call is actually attempted.

Thank You