My retell number is not receiving calls

Support Help
1

I have bought a retell number a few days ago so I am not using any telephony provider. I bought it directly from retell and today I have assigned it to an inbound agent. The problem here is that when I am calling it from my number, it’s receiving the call but when I am calling it from another number, then it’s saying it has some restrictions. I tried to read your documentation and then ask AI in your Discord group and tried every solution they suggested but it’s still not working.

Here is the agent id: agent_2fb8d41f694f6e3539e90437cd

I’m using a US number and calling from US also

2

Hi @aaaautomation77

Can you share your org id? and do you see any error on screen

Thank You

3

Here is the org id: org_BODetTjzhOic9Avy

I don’t see any error on the screen, I’m seeing only the calls made by my own number

4

Thanks for reaching out and for sharing these details. I’ve escalated your issue to our team for further review.

We’ll keep you updated as soon as we have more information.

Best regards

5

Hi @aaaautomation77

Team reviewed your account and found that the agent you mentioned (agent_2fb8d41f694f6e3539e90437cd) is assigned to your custom number (+1 205-754-xxxx), which routes through your own Twilio account—not the Retell-purchased number (+1 771-772-xxxx). If you want to use the Retell number (+1 771-772-xxxx), go to your Retell dashboard, locate this number, and assign the “AI receptionist - Mossy Oak Properties” agent to it.

Thank You