Transfer call permission Urgent

Support Help
1

need urgent help because this is affecting my business.

Setup:

  • Retell AI agent: Diana V16
  • Twilio custom telephony connected
  • Business number: +1 (225) 255-2675

Problem:

  • My AI answers inbound calls correctly.
  • The transfer_call tool is invoked.
  • My phone never rings.
  • The Call History log returns:
    “Transfer call cannot be completed, probably don’t have the permission to perform the transfer.”
  • I also tested “Make Outbound Call” from the phone number page.

Can someone from Retell please verify:

  1. My account has permission to use live call transfers.
  2. My Twilio SIP trunk/custom telephony is configured correctly for transfers.
  3. Whether there is anything missing on the Retell side that prevents transfers from completing.

This is preventing my business from receiving transferred customer calls.

2

Hey @stanfordandsonsacele Please share your Agent ID and the relevant call ID?

Regards

3

Hey @stanfordandsonsacele I have replied to you on your this ticket

(Twilio SIP transfer reports success but never dials outbound PSTN)

Thank You