Based on the available documentation, I can address your batch call timezone window issue.
How Call Time Windows Work
When creating a batch call, the call_time_window parameter defines allowed calling windows in a specific timezone(1). Each window is a half-open interval [startMin, endMin) in minutes since 00:00 local time(1). The system uses canonicalized minutes-based time windows(1).
For your configuration:
- 8am-9pm in America/Los_Angeles should translate to windows starting at 480 minutes (8:00am) and ending at 1260 minutes (9:00pm)(1)
- Cross-midnight windows are NOT allowed (must satisfy startMin < endMin)(1)
The Issue: Scheduled Timestamp vs. Time Window
Your batch was scheduled for January 1, 2026 at 8:00am using scheduled_timestamp (represented as a Unix timestamp in milliseconds)(1). However, the actual call occurred on January 7, 2026 at 2:32am PST—well outside your configured 8am-9pm window.
This suggests the time window constraint may not be functioning as a hard boundary. The documentation indicates that when you omit trigger_timestamp, calls send immediately(1), but doesn’t explicitly clarify whether call_time_window overrides or works in conjunction with scheduled_timestamp.
Known Timing Issues
There have been documented timing problems with batch calls:
- Users reported batch calls executing approximately 9 minutes ahead of schedule(2)
- The Retell team confirmed this was “a bug on our end” and published a fix(2)
- However, the issue reportedly returned later(2)
Current Limitations
According to community discussions, setting specific time ranges for batch call execution (like your 8am-9pm window) was “not supported as of now”(3) in earlier versions. The call_time_window feature appears to have been added in more recent updates(4).
Recommended Actions
-
Contact Support Directly - This appears to be a critical bug affecting call compliance. Visit Contact Sales(5) or ask questions on Discord(5)
-
Verify Your Configuration - Ensure your call_time_window is properly formatted:
{
"call_time_window": {
"windows": [
{
"start": 480,
"end": 1260
}
],
"timezone": "America/Los_Angeles",
"day": ["Monday", "Tuesday", "Wednesday", "Thursday", "Friday", "Saturday", "Sunday"]
}
}
(1)
- Check Batch Status - Given past issues with batch processing being blocked(6), verify your batch status hasn’t been affected by system-wide delays
This is a serious compliance issue that requires immediate engineering attention from the Retell team, especially since calls are executing at 2:32am—far outside your configured window.
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