PSTN Calls Using Outdated Agent Configuration (Name, Voice, Background Noise) Despite API Updates

Support Help
1

Hi Team,

We’re facing an inconsistency with the voice agent configuration after updating it via the Retell APIs.

We updated the agent name to “Sabari”, along with changes to the prompt, voice, and background noise. These updates are correctly reflected in the latest published version. However, when calling the linked number (+1 312 638 0716), the agent still introduces itself as “John”, which was the original name set in the initial voice agent configuration. Additionally, the updated voice and background noise settings are also not being reflected.

Key observations:

• The agent has gone through multiple updates, but the phone call flow still sticks to the original configuration (name, voice, and background noise).
• When initiating a web call, all updates (name, voice, background noise) are correctly applied.
• The issue only occurs during PSTN/telephone calls.

We confirmed that all updates were made via Retell APIs and the latest version is published.

Relevant details:
Call ID: call_169078572428fd435ab9772b620
Agent ID: agent_8e85c504d27730ebbc2c9aadde

Could you help us understand why the phone channel is still using the outdated configuration and how to resolve this?

Thanks.

2

Hello @sabari.selvaraj

Thank you for the details. I’ve forwarded them to our team for review.

We’ll get back to you as soon as we have an update.

Best regards

3

Hey @sabari.selvaraj

You are using Version 1 , which the agent name was john ,last version with the updated name is version 6
Please assign the right version for the phone number.

Thank You

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4

Hello @mark1, We have published the latest version of the agent and added the incoming number to it as well. When we try the web call, it is the latest agent that picks it. However, in the PSTN calls, the old agent is coming up. What are we doing wrong here? We are under the assumption that we assigned the phone number to the right version of the agent.

5

Hey @sabari.selvaraj

Can you share the call ID? and the Agent ID