# Problem with outbounding call **URL:** \ **Category:** Support Help\ **Created:** [January 17, 2026, 8:14pm UTC](https://community.retellai.com/t/problem-with-outbounding-call/514 "2026-01-17T20:14:56Z")\ **Posts on this page:** 7\ **Page:** 1
**Author:** ![Sevana](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/sevana/32/441_2.png) [@Sevana](https://community.retellai.com/u/Sevana)\ **Post date:** [January 17, 2026, 8:14pm UTC](https://community.retellai.com/t/problem-with-outbounding-call/514/1 "2026-01-17T20:14:56Z")
I connected my Twilio phone number, and when I make a test call, I get an invalid destination. What’s the problem? ---
**Author:** ![support2](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/support2/32/15_2.png) [@support2](https://community.retellai.com/u/support2)\ **Post date:** [January 17, 2026, 8:15pm UTC](https://community.retellai.com/t/problem-with-outbounding-call/514/2 "2026-01-17T20:15:27Z")
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)](https://docs.retellai.com/deploy/twilio) Check your Termination SIP URI for spaces and remove them[(1)](https://docs.retellai.com/deploy/twilio). Also, use a localized termination URI near your region[(1)](https://docs.retellai.com/deploy/twilio). **Credentials Verification** [(1)](https://docs.retellai.com/deploy/twilio) Verify your username and credentials are correct[(1)](https://docs.retellai.com/deploy/twilio). The username is different from the friendly name shown in the credential list[(1)](https://docs.retellai.com/deploy/twilio). **International Dialing Permissions** [(1)](https://docs.retellai.com/deploy/twilio) If calling international numbers, search “geo” to find the “Voice Geographic Permissions” setting[(1)](https://docs.retellai.com/deploy/twilio). Choose “Elastic Sip Trunking” in the selector and select the countries you would like to dial[(1)](https://docs.retellai.com/deploy/twilio). **Number Import Configuration** [(1)](https://docs.retellai.com/deploy/twilio), [(2)](https://retell.discourse.group/t/i-m-trying-to-use-a-toll-free-number-connected-from-twilio-through-a-sip-trunk/127) Ensure you’ve properly imported the number to Retell after moving it to your elastic SIP trunk[(1)](https://docs.retellai.com/deploy/twilio), [(2)](https://retell.discourse.group/t/i-m-trying-to-use-a-toll-free-number-connected-from-twilio-through-a-sip-trunk/127). Supply the termination SIP URI you set up in Twilio[(1)](https://docs.retellai.com/deploy/twilio), [(2)](https://retell.discourse.group/t/i-m-trying-to-use-a-toll-free-number-connected-from-twilio-through-a-sip-trunk/127). If you configured auth via credentials, provide the username and password as well[(1)](https://docs.retellai.com/deploy/twilio), [(2)](https://retell.discourse.group/t/i-m-trying-to-use-a-toll-free-number-connected-from-twilio-through-a-sip-trunk/127). **Phone Number Configuration** [(3)](https://retell.discourse.group/t/404-error-on-create-a-phone-call/22) If you haven’t configured your phone number for outbound calls, you need to update it with an outbound\_agent\_id[(3)](https://retell.discourse.group/t/404-error-on-create-a-phone-call/22). If these don’t resolve your issue, check your Twilio error logs for specific error codes that can help identify the exact problem[(4)](https://discord.com/channels/1186424376300679209/1294891368505937952/1347470163297046561). ---
**Author:** ![Omar\_Ashraf](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/omar_ashraf/32/102_2.png) [@Omar\_Ashraf](https://community.retellai.com/u/Omar_Ashraf)\ **Post date:** [January 17, 2026, 9:18pm UTC](https://community.retellai.com/t/problem-with-outbounding-call/514/3 "2026-01-17T21:18:58Z")
Hello @Sevana, Can you share the call ID, or a screenshot, or the error you are seeing? ---
**Author:** ![support2](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/support2/32/15_2.png) [@support2](https://community.retellai.com/u/support2)\ **Post date:** [January 17, 2026, 9:19pm UTC](https://community.retellai.com/t/problem-with-outbounding-call/514/4 "2026-01-17T21:19:23Z")
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)](https://docs.retellai.com/api-references/get-call). The call ID is a unique identifier that looks like `"Jabr9TXYYJHfvl6Syypi88rdAHYHmcq6"`[(1)](https://docs.retellai.com/api-references/get-call). When retrieving call information, you’ll receive details including the `call_status` which can be `registered`, `not_connected`, `ongoing`, `ended`, or `error`[(1)](https://docs.retellai.com/api-references/get-call). The response also includes a `disconnection_reason` field that provides specific information about why a call ended or failed[(1)](https://docs.retellai.com/api-references/get-call). 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)](https://docs.retellai.com/api-references/get-call). 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)](https://docs.retellai.com/api-references/get-call). This is available after the call ends[(1)](https://docs.retellai.com/api-references/get-call). If you’re experiencing specific errors like `error_asr`, these can be system-wide issues that the Retell AI team investigates[(2)](https://discord.com/channels/1186424376300679209/1448405986904772718). 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)](https://docs.retellai.com/api-references/get-call). ---
**Author:** ![Sevana](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/sevana/32/441_2.png) [@Sevana](https://community.retellai.com/u/Sevana)\ **Post date:** [January 17, 2026, 9:21pm UTC](https://community.retellai.com/t/problem-with-outbounding-call/514/5 "2026-01-17T21:21:18Z")
> [@Omar\_Ashraf](#): > > Hello @Sevana, > Can you share the call ID, or a screenshot, or the error you are seeing? call\_18bd28fd9b8bf77ddb266b37d75 ---
**Author:** ![support2](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/support2/32/15_2.png) [@support2](https://community.retellai.com/u/support2)\ **Post date:** [January 17, 2026, 9:21pm UTC](https://community.retellai.com/t/problem-with-outbounding-call/514/6 "2026-01-17T21:21:47Z")
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)](https://docs.retellai.com/reliability/debug-call-disconnect). Here are the specific steps to troubleshoot: **Check the Destination Number Format** [(1)](https://docs.retellai.com/reliability/debug-call-disconnect) The `invalid_destination` disconnection reason means the outbound call was not connected because the number dialed is invalid[(1)](https://docs.retellai.com/reliability/debug-call-disconnect). 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)](https://docs.retellai.com/deploy/twilio) Since you’re using Twilio, ensure your elastic SIP trunk configuration is correct[(2)](https://docs.retellai.com/deploy/twilio): - Check your Termination SIP URI for any spaces and remove them[(2)](https://docs.retellai.com/deploy/twilio) - Use a localized termination URI near your region[(2)](https://docs.retellai.com/deploy/twilio) - Verify your username and credentials are correct (the username is different from the friendly name)[(2)](https://docs.retellai.com/deploy/twilio) **Check Geographic Permissions** [(2)](https://docs.retellai.com/deploy/twilio) If you’re calling international numbers, search “geo” to find the “Voice Geographic Permissions” setting[(2)](https://docs.retellai.com/deploy/twilio). Choose “Elastic Sip Trunking” in the selector and select the countries you would like to dial[(2)](https://docs.retellai.com/deploy/twilio). **Verify Number Import Configuration** [(2)](https://docs.retellai.com/deploy/twilio) After moving your number to the elastic SIP trunk in Twilio, ensure you properly imported it to Retell[(2)](https://docs.retellai.com/deploy/twilio). Supply the termination SIP URI you set up in Twilio[(2)](https://docs.retellai.com/deploy/twilio). If you configured auth via credentials, provide the username and password as well[(2)](https://docs.retellai.com/deploy/twilio). If the issue persists after checking these items, you may want to: - Visit [Contact Sales](https://retellai.octolane.com/) - Ask questions on [Discord](https://discord.com/invite/wxtjkjj2zp) - Visit [https://github.com/RetellAI/](https://github.com/RetellAI/) ---
**Author:** ![Omar\_Ashraf](https://yyz2.discourse-cdn.com/flex008/user_avatar/community.retellai.com/omar_ashraf/32/102_2.png) [@Omar\_Ashraf](https://community.retellai.com/u/Omar_Ashraf)\ **Post date:** [January 19, 2026, 9:34pm UTC](https://community.retellai.com/t/problem-with-outbounding-call/514/7 "2026-01-19T21:34:50Z")
The number you are trying to call is your number? If not, are you sure this number is in service?