Request to whitelist Australia (+61) for outbound transfers — SIP 403 telephony_provider_permission_denied

Support Help
1

Title: Request to whitelist Australia (+61) for outbound transfers — SIP 403 telephony_provider_permission_denied

Body:

Hi Retell team,

I’m hitting the standard outbound country whitelist gate when my agent tries to transfer calls to Australian mobile numbers. Could you please enable AU (+61) outbound on my account?

Account details:

  • Email: tyrone@tylogic.com.au
  • Workspace: Tylogic Voice
  • Agent: agent_851035add5f741a9afac1a4845 (Sloane)
  • Inbound Twilio number (working): +61253012338

Failing call:

  • Call ID: call_0b860bf9a91699b18a5e1137d09
  • Time: 2026-05-08 08:28 PDT
  • Destination: +61414735324 (AU mobile)
  • Transfer type: Cold transfer via SIP INVITE

Error from logs:

SIP status code: 403
SIP error category: telephony_provider_permission_denied
Error: twirp error unknown: unexpected status from INVITE response: sip status: 403: Forbidden

What I’ve already verified:

  • Number format is correct E.164 (+61414735324)
  • Inbound calls work fine through the same Twilio SIP trunk
  • Transfer config is set up correctly in Retell (cold transfer, SIP INVITE, Retell Agent’s Number as caller ID)
  • Twilio call logs show no SIP INVITE received, confirming the rejection happens upstream on Retell’s side

Use case: AI voice agents for Australian businesses (wedding venues, hospitality). Need outbound transfer enabled so the agent can connect callers to a human team member when requested.

Happy to provide any additional info. Thanks!

2

I’m having the same issue.

3

Hey @tyrone

I have escalated this to the team to look.

Thank You

4

Hey @tyrone

You are using a custom phone number, so no restrictions are applied by us.

The error is coming from the provider, which is preventing the call to this phone number.

Thank You