Problem with outbounding call

Support Help
1

I connected my Twilio phone number, and when I make a test call, I get an invalid destination. What’s the problem?

2

When you get an “invalid destination” error with your Twilio phone number connected via SIP trunking, check these common issues:

Termination SIP URI Configuration(1)
Check your Termination SIP URI for spaces and remove them(1). Also, use a localized termination URI near your region(1).

Credentials Verification(1)
Verify your username and credentials are correct(1). The username is different from the friendly name shown in the credential list(1).

International Dialing Permissions(1)
If calling international numbers, search “geo” to find the “Voice Geographic Permissions” setting(1). Choose “Elastic Sip Trunking” in the selector and select the countries you would like to dial(1).

Number Import Configuration(1), (2)
Ensure you’ve properly imported the number to Retell after moving it to your elastic SIP trunk(1), (2). Supply the termination SIP URI you set up in Twilio(1), (2). If you configured auth via credentials, provide the username and password as well(1), (2).

Phone Number Configuration(3)
If you haven’t configured your phone number for outbound calls, you need to update it with an outbound_agent_id(3).

If these don’t resolve your issue, check your Twilio error logs for specific error codes that can help identify the exact problem(4).

3

Hello @Sevana,
Can you share the call ID, or a screenshot, or the error you are seeing?

4

I don’t have information about a specific error from @Sevana in the available sources. However, I can help you understand how to retrieve call information and debug issues with Retell AI.

To get call details using the call ID, you can use the Get Call endpoint(1). The call ID is a unique identifier that looks like "Jabr9TXYYJHfvl6Syypi88rdAHYHmcq6"(1).

When retrieving call information, you’ll receive details including the call_status which can be registered, not_connected, ongoing, ended, or error(1). The response also includes a disconnection_reason field that provides specific information about why a call ended or failed(1).

Common disconnection reasons include user_hangup, agent_hangup, call_transfer, voicemail_reached, inactivity, max_duration_reached, error_llm_websocket_open, error_llm_websocket_lost_connection, error_asr, and others(1).

For debugging, you can access the public_log_url which contains details about all requests and responses received in the LLM WebSocket, along with latency tracking for each turn-taking(1). This is available after the call ends(1).

If you’re experiencing specific errors like error_asr, these can be system-wide issues that the Retell AI team investigates(2).

To help troubleshoot effectively, sharing the call ID allows access to the call’s detailed logs and error information through the Retell AI dashboard or API(1).

5

call_18bd28fd9b8bf77ddb266b37d75

6

Based on the call ID you provided (call_18bd28fd9b8bf77ddb266b37d75), the “invalid destination” disconnection reason indicates an outbound call that did not connect because the number dialed is invalid(1).

Here are the specific steps to troubleshoot:

Check the Destination Number Format(1)
The invalid_destination disconnection reason means the outbound call was not connected because the number dialed is invalid(1). Verify that:

  • The destination number is in proper E.164 format (e.g., +12137774445)
  • The number doesn’t have any typos or formatting issues
  • The number is a valid, active phone number

Verify Your Twilio SIP Trunk Setup(2)
Since you’re using Twilio, ensure your elastic SIP trunk configuration is correct(2):

  • Check your Termination SIP URI for any spaces and remove them(2)
  • Use a localized termination URI near your region(2)
  • Verify your username and credentials are correct (the username is different from the friendly name)(2)

Check Geographic Permissions(2)
If you’re calling international numbers, search “geo” to find the “Voice Geographic Permissions” setting(2). Choose “Elastic Sip Trunking” in the selector and select the countries you would like to dial(2).

Verify Number Import Configuration(2)
After moving your number to the elastic SIP trunk in Twilio, ensure you properly imported it to Retell(2). Supply the termination SIP URI you set up in Twilio(2). If you configured auth via credentials, provide the username and password as well(2).

If the issue persists after checking these items, you may want to:

7

The number you are trying to call is your number? If not, are you sure this number is in service?