One way audio from the voice agent - telephony

Support Help
1

I have a very stange issue since a couple days on only one of my voice agent.
I am using Retell for than a year without any issue so far.

  • Agent ID : agent_947c9b473973fa1f362edc172b
  • Call Id : call_bfd13efda6160181e29ff47b0f3
  • Phone number ID : +33756796975
  • SIP Trunk from Twilio

When I call the voice agent thru phone, I do not hear the voice of the voice agent, eventhough the voice agent speaks (I can see this in the call history).
In the call history, I can see in the transcript that voice agent hears my voice.
When I test the agent thru Retell portal in Audio Test mode, it works, I can hear the voice.
The strange thing is that some time, even thru phone I can hear the voice but not always.

I tried calling other voice agents and it works smooth.
I checked the call log from Twilio and it seems ok as you can see in the attached doc.

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2

Hello @abdoul.abdoulla

Thanks for sharing the call ID. I’ve forwarded them to our team for further investigation.

We’ll get back to you as soon as we have an update.

Best regards

3

Hello @abdoul.abdoulla

We’ll take a deeper look at this. This issue only occurring with +33662234426?

As a potential workaround in the meantime, you might try testing with a different SIP trunk configuration to see if that resolves the media delivery.

Thank You

4

Hello,
This issue happens even with a different phone number than +33662234426.
I will try using a different SIP Trunk.
Thanks.

5

Can you please let me know the status ?

6

Hey @abdoul.abdoulla

Can you please share some more examples of calls(Call Ids) with one-way audio?

Thank You

7

Sure

Agent ID : agent_947c9b473973fa1f362edc172b

  • Call Id : call_c4e38390c6899b58e8a3caea55c

  • Phone number ID : +33756796975

  • SIP Trunk from Twilio

8

Hello @abdoul.abdoulla

This call call_c4e38390c6899b58e8a3caea55c was hung up in less than 2-3 seconds. There’s not much audio to validate but I do see RTP/audio in both the directions.

See attached PCAP.
(https://drive.google.com/file/d/1b13_RmkQEio201Ki75G145Hi2Rm5Oe4h/view?usp=sharing)

Thank You