Hi Retell team,
I’m on Pay-As-You-Go with a custom SIP trunk (didlogic) fully configured. Inbound calls work perfectly, with great voice quality. Outbound calls fail on every single attempt, across TWO different origin numbers:
- +55 11 5282-2200 (Brazil, custom telephony via didlogic)
- +44 20 3097 2341 (UK, free promo number, also via didlogic)
Both fail identically: call status “not_connected”, disconnection reason “dial no answer”, $0.000 cost, 0:00 duration - even when calling destination numbers confirmed active and reachable (verified by calling them directly from another line). On the didlogic side, the calls leave with 0 duration/cost, meaning they are likely rejected before even reaching the carrier.
Since this happens with two completely different numbers/countries, I suspect this might be the known outbound-calling-not-enabled gate for custom SIP trunk accounts mentioned in other threads here (e.g. telephony_provider_permission_denied threads).
Could someone please verify whether outbound calling / telephony access is fully enabled for my workspace, and activate it if pending? This is time-sensitive, I need this running in production by Monday.
Workspace: TRANSPORTES RENOVAR
Agent: Clara (agent_7a53a10b7007bb48deb645e913)
Already emailed support@retellai.com about this but haven’t heard back yet. Any help appreciated!
Thank you,
Erik