It doesn't transfer my calls to phone extensions

Support Help
1

“The call transfer, transfer to” does not transfer calls to the extension number

The receiving unit is an Asterix , FreePBX

If I try it with a Zardarma number with extensions instead of my client’s FreePBX number, it works.
Any ideas?

tool_call_id: transfer_call_67c7a0

tool_call_id: transfer_call_1a3525

{
  "number": "+349xxxxx", ///   Ask me if you need it.
  "option": {
    "agenticTransferConfig": {
      "transferAgent": {
        "agentVersion": 115,
        "agentId": "agent_87e27c80924b43bad9eff3b36c"
      },
      "transferTimeoutMs": 25000,
      "actionOnTimeout": "bridge_transfer"
    },
    "enableBridgeAudioCue": true,
    "type": "agentic_warm_transfer",
    "agentDetectionTimeoutMs": 30000,
    "onHoldMusic": "ringtone"
  },
  "extension": "22"
}
2

The extension number issue has been reported by other users and there are a few potential solutions:

Try the “Keep raw input” setting: One user reported that selecting “Keep raw input” in the transfer settings fixed the extension issue for them(1). This is a setting you can find in your transfer configuration(1).

Check your Displayed Caller ID setting: If you have “Displayed Caller ID” set to “User’s Number”, the extension may not work properly(2). When set to “Retell Agent’s Number”, both the main number and extension should work(2).

Verify your extension format: The extension must be in the format of 0-9, ‘*’, ‘#’ (e.g., 123#)(3)(4). Make sure your extension follows this format(3)(4).

Consider IVR navigation: If you’re transferring to an IVR system, you can use the “Navigate IVR” prompt option in warm transfer settings to help navigate the extension system(3)(4).

If these solutions don’t resolve your issue, you may want to contact support as there have been reports of this not working consistently even with hardcoded extensions(1).

3

I’ve done the first three things, the fourth isn’t the case and things remain the same

4

I currently have the technicians from the virtual telephony company working on their free-PBX to see if they can fix it. If anyone has any idea what the problem might be, I would appreciate it.