Toll Free transfer to Non US numbers

Support Help
1

Hi All,

I’m trying to transfer the call from toll free US number to Non - US (Canadian) number but facing following error every time.

Any help on this will be appreciated

Logs from Retell tool call:

error: Error transferring: Error: Toll free numbers can only call US numbers
at validatePhoneCall (file:///usr/src/app/dist/api/phone_number_util.js:720:19)
at OrchestratorWebRTC.transferCallFunction (file:///usr/src/app/dist/webrtc/orchestrator_webrtc.js:1605:23)
at process.processTicksAndRejections (node:internal/process/task_queues:104:5)
at async file:///usr/src/app/dist/response_generator/multi_state_prompt/multi_state_prompt.js:322:38
at async Promise.all (index 0)
at async MultiStatePromptClient.handleAgentDoneSpeaking (file:///usr/src/app/dist/response_generator/multi_state_prompt/multi_state_prompt.js:187:9)
at async ResponseGenerator.handleAgentDoneSpeaking (file:///usr/src/app/dist/response_generator/response_generator.js:316:13)
at async OrchestratorWebRTC.handleAgentDoneSpeaking (file:///usr/src/app/dist/webrtc/orchestrator_webrtc.js:1220:9)
at async OrchestratorWebRTC.playStream (file:///usr/src/app/dist/webrtc/orchestrator_webrtc.js:1195:17)

2

Hi @a.pipaliya

Toll-free numbers can only call US numbers, and Canada is not considered a US number.

Use a regular (non-toll-free) US number instead of a toll-free number for the call transfer. Regular Retell numbers support international calling, including Canada. You can check International Calling and Fees page, Canada is a supported destination at $0.03/min.

So switch your originating number from a toll-free number to a standard local US number, and the transfer to a Canadian number should work.

Thank You