Outbound Phone Call Not Connecting

Support Help
1

I’m making an outbound phone call using the web page widget and it’s not connecting. this is the call ID call_a8112cebef11ac6896f5bc2edc8 can you please advise.

2

I don’t have access to your specific call details or logs to diagnose the exact issue with call ID call_a8112cebef11ac6896f5bc2edc8.

However, here are common reasons outbound calls fail to connect:

For calls using Retell-purchased numbers:(1)

  • Verify your from_number is a valid number purchased from Retell or imported to Retell(1)
  • Ensure to_number is in proper E.164 format (e.g., "+12137774445")(1)
  • If using Retell Telephony, only US numbers are supported as destinations(1)

For calls using custom telephony (SIP trunk):(2)(3)

  • Check if your Twilio number supports the country you’re calling to(2)
  • Verify you’ve completed KYC verification and created a primary customer profile in Twilio(2)
  • Ensure your SIP trunk is properly configured with correct termination settings(3)
  • Confirm Voice Geographic Permissions are enabled for the destination country in your telephony provider(4)

Additional checks:

  • Verify your override_agent_id is valid(1)
  • Check that your API key authorization is correct(1)

To troubleshoot further, I recommend:

  1. Checking the call status and any error messages in your Retell dashboard
  2. If using a custom SIP trunk, verifying settings with your telephony provider (Twilio, etc.)(2)
  3. Reaching out to Retell support with your call ID for detailed diagnostics

For more help, visit Contact Sales, ask on Discord, or check GitHub.