Transfer call failing – worked previously

Support Help
1

Hi Retell Support,

We are experiencing an issue with transfer_call that started recently. It was working before, but now all transfers fail.

Details:

  • Tool: transfer_call

  • Tool call ID: 2c91baf03e7d5659

  • Error:
    Transfer call cannot be completed at this moment.. Please inform the customer that the transfer did not go through and offer to try again or assist them directly.

  • Behavior: call rings briefly and then fails

What we confirmed:

  • Tool is invoked correctly in logs

  • Multiple destination numbers tested (including mobile numbers)

  • No changes on our side

  • Inbound calls work correctly

Could you please check if there is any incident or change affecting outbound call transfers / SIP bridging?

Thanks.

2

Hello @antubes30

I’ve escalated this issue to our team for further investigation.

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

Best regards

3

Hey @antubes30 Can you provide agent ID or call ID for this?