UK Telnyx number returning Q.850 cause code 17 / User Busy - calls never reach Retell

Support Help
1

UK Telnyx number returning Q.850 cause code 17 on all inbound calls. Calls appear in Telnyx CDRs but never show in Retell call history. Setup: FQDN connection, sip.retellai.com SRV, Europe region, TCP, +E.164 format. Credentials set up in Telnyx outbound auth and matching in Retell SIP trunk settings. Termination URI sip.telnyx.eu. Agent is published and assigned. Has anyone got a UK Telnyx number working with Retell? What am I missing?"

2

Hey @Euan

Could you please share the call IDs along with their PCAP files? This will help our team investigate the issue more effectively.

Thank you!

3

Hey Mark,

Thanks for your reply.

Here are three of my recent Telnyx call IDs: 51684118-4406-11f1-b857-02420aefde20

a45d7f1e-4307-11f1-bb13-02420aef9820

dcfe77f0-42e5-11f1-85fc-02420aef9620

I’m unable to generate PCAP files — the Call Data Debugging is greyed out on my account. Can you work with these IDs or advise another way to get you the data you need?

Thanks!

4

Hello @Euan

Thank you for the details. I’ve forwarded them to our team for review.

We’ll get back to you as soon as we have an update.

Best regards

5

Hey @Euan

Could you please share your organization ID and the phone number in question? We’ll check whether it has been imported and configured correctly.

Thank you!

6

Hey @mark1

Thanks, by organization ID do you mean my Retell workspace ID? If so,

Workspace ID: org_7vrP28pjS1qdwfjY

The phone number is:
+44(139)271-8720

Thanks for your help!**