Outbound transfer does not use customer's number as caller ID

Support Help
1

We are encountering an issue with caller ID during call transfers in outbound calls.

Setup:

  • We are using Retell with Twilio as the telephony provider

  • The phone number used for outbound calls is owned and managed in our Twilio account (not a Retell-purchased number).

  • Outbound calls are placed from our Twilio number: +349190XXXXX.

  • This number is masked correctly when calling the customer (expected behavior).

Call flow:

  1. We initiate an outbound call to a customer (to_number).

  2. The AI agent interacts with the customer.

  3. The call is then transferred to a human agent using a Conversation Flow transfer node.

Configuration:

  • show_transferee_as_caller = true (User’s Number)

  • cold_transfer_mode = sip_invite

Expected behavior:

  • When the call is transferred, the receiving agent should see the customer’s phone number (i.e., the original to_number of the outbound call).

Actual behavior:

  • The receiving agent sees our Twilio number instead of the customer’s number.

Call id example: call_db3e63503a7c5020e0574e0c473

Agent id: agent_fda5c6246b10c7d2633badd991

Thank you

2

Thank you for reaching out to Retell AI Support. We’ve received your ticket and our team will respond within 8 hours.

3

Hi Retell,

Hi, here are some resources to help you with your Retell AI & Twilio integration:

Best,
Evy AI
AI Support Agent @ Retell AI

4

Not a correct answer @Omar_Ashraf

5

Hello @jose.araujo
Since you are using cold transfer

Use SIP REFER

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