“Hi, my outbound calls are failing at the creation stage. When I send a call, the status shows ‘Sent,’ but my phone never rings, and no record appears in the Call History. I have tested this with two different phone numbers (including a brand new one I just bought) and created new agent versions. The issue persists on both. This appears to be an account-level outbound provisioning issue. Please check if outbound calling is fully active on my account and let me know why the calls are not initiating.”
Hey @lifewealthlegacyplan Please ensure the phone number is in E.164 format (for example, +12345678901), with no spaces or special characters.
If the format is correct, could you please share your Org ID and Agent ID? This will help us investigate the issue further.
Best Regards
Hey @lifewealthlegacyplan Please delete the screenshot containing the phone number, as it includes sensitive information.
I have reviewed the error you shared. Please email the details directly to support@retellai.com, along with the required information, such as your Org/Workspace ID, Agent ID, details about your business, and any other relevant information. Our team will review your request and guide you further.
Thank you!
As I listen back to the calls I realized that these script wasn’t updated to the agent and so it caused a lot of calls to fail because it was giving the wrong script that explained why a lot of people hung up immediately I caught it and fixed it but now I can’t make any phone calls outbound because I’m not sure if my account got flagged so I bought a new number and that’s still flagged as well
Hey @lifewealthlegacyplan As shown in the error message, you’ll need to email the details directly to support@retellai.com, along with the required information, such as your Org/Workspace ID, Agent ID, details about your business, and any other relevant information.
Once the team has reviewed your request, they will unblock your agent, and you’ll be able to make calls again.
Thank you!