Transfer call doesn't work

Support Help
1

I have an urgent problem, my transfer_call doens’t work after I clicked on publish
agent: agent_3037610a2f634fb4465ed4d196
I tried different phone numbers and I also created different agents but after clicking on publish it doesn’t work. Very urgent

2

Hi @matteventu7

Do you see any error on screen ?

Thank You

3

No, when the agent transfers the call ends

4

@matteventu7 Can you share some call IDs where this happened ?

Thank you

5

call_a9446dcbb1156e02ef31b3bd747

call_19776b803b9e152462f3beed0a6

6

Hi @matteventu7

Thank you for providing the call ID. I’ve shared it with our team for review.

We’ll keep you updated as soon as we have more information.

Best regards

7

Hi @matteventu7

It appears the transfer_call uses sip_refer mode (SIP REFER), which Retell sends successfully to the Telnyx SIP trunk, but Telnyx appears to not be completing the actual call to the transfer destination

Two things to try:

  1. Switch the transfer mode from SIP REFER to SIP INVITE

  2. Check with your SIP trunk provider (Telnyx): Confirm that SIP REFER is supported and properly configured on your trunk. Some trunk types require specific settings to handle REFER requests.

Thank You

1 Like
8

Thanks a lot for the rapid support, have a nice day!