Telephony not enabled – no option to add phone numbers

Support Help
1

Hi Retell team,

It looks like telephony is not enabled on my workspace.

In Deploy → Phone Numbers, there is no option to add or import a phone number at all.
I’ve confirmed:

  • Billing is active
  • Agents are created
  • Twilio AU number is ready
  • Tried SIP trunking + webhook setup

Nothing appears under Phone Numbers.

Workspace ID:
org_BfWqfFpFTEpiznDf

Could you please enable telephony for this workspace or let me know what requirement is missing?

Thanks

2

Based on the available information, SIP/Telephony access is handled by Retell’s team(1). Since you’re already on Pay-As-You-Go with billing enabled, the next step is to contact Retell support and request SIP/telephony enablement for your workspace, including your Workspace ID(1).

To connect your phone number, go to the phone numbers tab and click on the plus + sign on the top and select Connect with sip trunking(2).

For Twilio integration specifically, you’ll need to set up Elastic SIP Trunking(3). Here’s the process:

  1. Create the trunk in Twilio, give it a name, and toggle general settings(3)
  2. Setup termination (for outbound calls) - the termination SIP URI is important for later steps(3)
  3. Setup origination (for inbound calls) - specify Retell’s SIP server address as the origination SIP URI: sip:sip.retellai.com(3)
  4. Move numbers to Elastic SIP Trunking - purchase numbers or move existing numbers to this trunk(3)
  5. Import numbers to Retell - supply the termination SIP URI you set up, and if you have auth via credentials, supply the username and password(3)

You can import the number programmatically via the Import Number API(4)(3).

If you continue to have issues accessing the telephony features after checking these steps, please reach out to Retell support directly with your Workspace ID for enablement.

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