Hello Retell Support,
I am experiencing a serious issue with the call transfer function, and I need urgent help investigating and resolving it.
In multiple calls, when the agent was supposed to transfer the customer’s call, the transfer did not actually happen, even though the result was shown as “successful” in the system.
More specifically:
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the customers called as usual,
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the agent reached the point where the transfer call function should have been triggered,
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the system marked the transfer as successful,
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but the call was not transferred in reality,
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and in these cases the destination phone number was not properly written or visible in the transfer action.
This caused major operational problems for us. Yesterday, this issue affected approximately 4 to 5 calls that should have been transferred, but were not. As a consequence, customers were not connected correctly, service failed in important moments, and this negatively impacted our performance and trust with clients.
This is a critical problem because from our side it appears that the transfer completed successfully, while in practice it did not happen. That makes it very difficult to detect and prevent in real time.
I would like your help understanding:
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Why the transfer is being reported as “successful” even when the call is not actually transferred
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Why the destination number is not being correctly written/passed during the transfer action
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Whether this is related to the transfer setup, SIP/infrastructure behavior, or a platform-side issue
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How we can fix this permanently and make sure failed transfers are clearly logged as failed, not successful
Please also let me know what logs, call IDs, or technical details you need from my side so we can troubleshoot this quickly.
This issue has already caused significant damage in live customer interactions, so I would appreciate urgent support on this.
