Transfer Call not working with SIP Trunk - Spanish Twilio number

Support Help
1

Hey! I’m having an issue with the Transfer Call node. My number is connected via SIP Trunk (Spanish Twilio number) since Retell doesn’t sell Spanish numbers directly.

When the transfer triggers I get this error:

tool_call_id: transfer_call_62e072
{“status”:“Transfer call cannot be completed, probably don’t have the permission to perform the transfer.. Please inform the customer that the transfer did not go through and offer to try again or assist them directly.”}

I think the problem is that in my account the only option to add a phone number is via SIP Trunk — I don’t see the native Twilio integration (Account SID + Auth Token) anywhere.

Is there any way to enable native Twilio integration for my account so transfers work? Thanks!

2

I think the problem is that in Twilio for the SIP Trunk setting you need to set an user and password somewhere there, don’t remember which setting, and then in Retell you need to use that user/pass when adding a new phone.

3

Hello @aurevoxagencyia

Can you share the call id?