Unsuccessful Call

Support Help
1

I activate my post and start marketing it however all call to leads are unsuccessful. I tried evertyhing as per your instruction for Candian privacy act but still same issue. Please help

2

Hey @maxkamali1 Could you please provide the relevant call ID(s)? This will help us investigate the issue and review what happened during the call.

Thank you

3

do you need my ai phone number?

4

All calls were failed on July 3rd.

6

@maxkamali1 Can you provide the Ids of the failing calls , not the phone number.

7

call_f34949332974d586482c651f455
call_32bb3796585e7fdf3ee6b681f47
call_7f80bac3bac094d6762e22e9d37

8

Hey @maxkamali1

I’ve escalated this to our team for review.

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

Best regard

9

Hey @maxkamali1 All three calls failed at the very first step because your outbound SIP trunk requires a username and password, and the credentials on the Retell side for +1 647-931-xxxx are currently blank, so your Twilio trunk is refusing the call before it ever reaches the lead.

To fix it:

  • In Twilio: open your Elastic SIP Trunk → Termination → confirm a Credential List is attached, and note the username/password on that list.
  • In Retell: Phone Numbers → +1 647-931-xxxx → edit the SIP trunk settings and fill in the same Username and Password, then Save.
  • Place one test outbound call — it should connect on the first try.

Thank You

10

Hi;
I did it. could you check?
Thanks

11

Hey @maxkamali1 Could you please try making a call now and see if the issue has been resolved?

If the call still fails, please share the call ID with us so we can investigate further.

Thank you!

12

Hi Mark,

Since making test calls costs me money, could you please simulate or
run the test call on your side to confirm if the issue is completely
resolved?

I am planning to market my page on Facebook, and I need to be 100%
sure the system is working perfectly. I can’t risk launching the
campaign only to have the lead capture fail or reject calls when live
traffic starts coming in.

Please let me know once you’ve tested it on your end.

Thanks,
Max Kamali

13

Hey @maxkamali1 you’ll needs to test it on your side and ensure your configuration is correct. You can follow this guide for Twilio: Twilio - Retell AI

Thank You

14

I test it and everything looks OK then I market it however all calls again are unsuccessful.

call_5a4b8e318b25eb6cf894576344a
call_59ba2df44c5ee498741601d9a9d
call_23cc59017f46463fdb33e69fe83
call_18b5888f2839780e04442119f69

15

@maxkamali1 Reported to the team for a review

16

Hello @maxkamali1 The first call is a phone call that connected but reached voicemail; the other three calls are web calls.

image
image450×258 17.5 KB

Thank You

17

So my Ai works fine? Should I continue marketing? Because I pause it until resolving the issue?

18

How about these? I just wanted to make sure

call_aac8f3367eaddcf8665ab395c48
call_5a4b8e318b25eb6cf894576344a
call_59ba2df44c5ee498741601d9a9d
call_23cc59017f46463fdb33e69fe83

19

@maxkamali1 checking with the team

20

Hey @maxkamali1 They are the same ids, only the first one is different and its also a voicemail, your phone number is working correctly just the number your’re calling didn’t pick up , no errors.

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image444×136 12.7 KB

The agent and phone number are working fine. If any errors occur, you can create a new ticket here Support Help and we will assist in resolving. So far, everything appears to be functioning correctly.

21

Thank you