We recently purchased a Twilio-provided number +18303902XXX from Retell (you) and are attempting to call it via our IVR Provider Ringover, but the calls do not seem to go through. On the Ringover side, the last state shows as ‘QUEUE_TIMEOUT’ and “hangup_by”: “CALLEE”
We tried to call from various numbers. Since we have a custom imported US Twilio Number that works fine this needs to be something in the setup of Retell.
WE NEED A CUSTOM SUPPORT PER EMAIL! WE CAN NOT POST CONFIDENTIAL LOGS AND NUMBERS IN A PUBLIC FORUM! Please provide us with a Contact, we are heavy enterprise users!
The Set Up is
“from_number (my phone)”: “34644932XXX”,
“to_number(our ivr)”: “34919469XXX”,
“ivr_to_number(twilio)”: “18303902XXX”, (Twilio US Number)
Our problem is that since we purchased this number via Retell we dont have any Twilio Logs.
Is there a way for us to see them? Can you help us?
Currently the number is used for testing so you can call it and work on it. (hang up after 10s to not get forwarded to customer support agents)
Why did we purchase this number via Retell in the first place: You offer something called “Warm Transfer”, but this is only working with twilio numbers that are bought via Retell and not our own numbers.
Can we maybe figure that out too? Do you know of this issue from others? why can we not have this with our normal twilio imported number?
https://docs.retellai.com/build/single-multi-prompt/transfer-call (Step 4)
We are enterprise users who rely heavily on Retell as AI IVR and need direct support and help with this. No Retell External Expert.
Regards
