# Retell + Sympana + GoHighLevel: outbound call creates web\_call + error\_user\_not\_joined (no PSTN ring) — phone mapping issue? **URL:** \ **Category:** Support Help\ **Created:** [January 29, 2026, 6:43pm UTC](https://community.retellai.com/t/retell-sympana-gohighlevel-outbound-call-creates-web-call-error-user-not-joined-no-pstn-ring-phone-mapping-issue/704 "2026-01-29T18:43:46Z")\ **Posts on this page:** 2\ **Page:** 1
**Author:** ![simonmolay](https://avatars.discourse-cdn.com/v4/letter/s/dfb087/32.png) [@simonmolay](https://community.retellai.com/u/simonmolay)\ **Post date:** [January 29, 2026, 6:43pm UTC](https://community.retellai.com/t/retell-sympana-gohighlevel-outbound-call-creates-web-call-error-user-not-joined-no-pstn-ring-phone-mapping-issue/704/1 "2026-01-29T18:43:46Z")
Hi Retell team — I’m integrating a Retell outbound agent with GoHighLevel via the Sympana connector. My GHL workflow “Place Call” step executes, but I never receive a phone call. In Retell call logs, every attempt shows **call type = web\_call** and fails with **error\_user\_not\_joined** (no PSTN ring). Key details: - Retell agent is published and works in Retell testing. - Not on trial, outbound number selected in Sympana connection (+1…). - GHL contact has a valid phone (+1…). - In Retell call detail → Dynamic Variables, I see: - Sympana “Global Variables” includes “Phone number\*” but it’s **not configurable** — I can’t choose which contact phone field/value it maps to. Questions: 1. Why would an outbound call request end up as a **web\_call** instead of a PSTN phone call? 2. Does Retell require the destination number to be passed in a specific variable name/format for PSTN (e.g., E.164 only)? 3. Is there a way to force Sympana/Retell to use the E.164 `phone` value rather than the formatted `contact_phone` value? 4. Any known issue with Sympana + GHL “Place Call” creating web\_call sessions instead of PSTN calls? Happy to share call IDs / logs if helpful. Thanks! ---
**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 29, 2026, 6:44pm UTC](https://community.retellai.com/t/retell-sympana-gohighlevel-outbound-call-creates-web-call-error-user-not-joined-no-pstn-ring-phone-mapping-issue/704/2 "2026-01-29T18:44:19Z")
To create an outbound PSTN phone call with Retell AI, you must use the Create Phone Call API endpoint with specific required parameters[(1)](https://docs.retellai.com/api-references/create-phone-call). ## Why Your Calls Are Appearing as web\_call The call type shows as `web_call` instead of `phone_call` because the Create Phone Call API is not being invoked correctly[(1)](https://docs.retellai.com/api-references/create-phone-call). For PSTN outbound calls, the API requires: - `from_number`: Your Retell number in E.164 format (must be purchased from or imported to Retell)[(1)](https://docs.retellai.com/api-references/create-phone-call) - `to_number`: The destination number in E.164 format[(1)](https://docs.retellai.com/api-references/create-phone-call) When these parameters are properly set, the response will show `"call_type": "phone_call"`[(1)](https://docs.retellai.com/api-references/create-phone-call). ## Required Number Format Retell requires the destination number (`to_number`) to be in E.164 format[(1)](https://docs.retellai.com/api-references/create-phone-call)[(2)](https://retell.discourse.group/t/how-can-i-create-an-outbound-call/132). E.164 format means: - Country code prefixed with `+` - No spaces or special characters - Example: `"+12137774445"`[(1)](https://docs.retellai.com/api-references/create-phone-call) Your formatted number `(503) 830-8394` will not work—only the E.164 version `+15038308394` is valid[(1)](https://docs.retellai.com/api-references/create-phone-call). ## Creating Outbound Calls Here’s the correct API call structure: ```javascript import Retell from 'retell-sdk'; const client = new Retell({ apiKey: 'YOUR_RETELL_API_KEY', }); const phoneCallResponse = await client.call.createPhoneCall({ from_number: '+14157774444', to_number: '+12137774445', }); console.log(phoneCallResponse.agent_id); ``` [(1)](https://docs.retellai.com/api-references/create-phone-call) The `from_number` must be a number purchased from Retell or imported to Retell[(1)](https://docs.retellai.com/api-references/create-phone-call)[(2)](https://retell.discourse.group/t/how-can-i-create-an-outbound-call/132). If using a number purchased from Retell, only US numbers are supported as destinations[(1)](https://docs.retellai.com/api-references/create-phone-call). ## error\_user\_not\_joined Disconnection The `error_user_not_joined` disconnection reason indicates the user did not join the call session[(1)](https://docs.retellai.com/api-references/create-phone-call). This typically occurs with web\_call types when the web client doesn’t establish the connection—not with properly configured PSTN phone calls. ## Sympana Integration Issue Based on the available Retell AI documentation, I don’t have specific information about Sympana connector configuration or how it maps GoHighLevel variables to Retell API parameters. However, the core issue is clear: the integration must call the Create Phone Call API with `from_number` and `to_number` in E.164 format to generate PSTN calls[(1)](https://docs.retellai.com/api-references/create-phone-call). The fact that you see both `contact_phone: (503) 830-8394` and `phone: +15038308394` in dynamic variables suggests these are being passed as metadata or dynamic variables rather than as the required `to_number` parameter[(1)](https://docs.retellai.com/api-references/create-phone-call). ## Recommended Next Steps 1. Verify the Sympana connector is calling the Create Phone Call API endpoint (`POST /v2/create-phone-call`)[(1)](https://docs.retellai.com/api-references/create-phone-call) 2. Ensure `to_number` is set to the E.164 value (`+15038308394`), not the formatted version[(1)](https://docs.retellai.com/api-references/create-phone-call) 3. Confirm `from_number` is set to your Retell-owned number in E.164 format[(1)](https://docs.retellai.com/api-references/create-phone-call) 4. Check that your `override_agent_id` parameter is correctly set if needed[(1)](https://docs.retellai.com/api-references/create-phone-call) You can test outbound calls directly from the Retell dashboard by clicking “Make an outbound call” and entering the phone number with country code to verify your agent and number configuration work correctly[(2)](https://retell.discourse.group/t/how-can-i-create-an-outbound-call/132). If the Sympana connector doesn’t allow you to control these specific API parameters, you may need to contact Sympana support to ensure their integration properly maps to Retell’s Create Phone Call API requirements.