URGENT – No audio on all agents / web and phone calls

Support Help
1

Hi,

Since today, all of my previously working voice agents have suddenly stopped sending and receiving audio.

The issue affects 3 different agents that were working correctly before.

I also created a completely new test agent with no tools, no webhooks, no integration, and no custom functions, and the exact same issue occurs.

The problem happens on:

  • Multiple browsers
  • Retell Web Calls / Test Audio
  • Phone calls
  • Multiple agents

During the calls:

  • I cannot hear the agent
  • The agent cannot hear me
  • No user speech appears in the transcription
  • Agent responses are still generated and appear in the transcript
  • The agent generates a follow-up message after around 13 seconds
  • The call then disconnects automatically after around 15 seconds
  • The disconnection reason shows user_hangup, even though I did not hang up myself

This started suddenly today and affects all of my agents.

Since a completely new standalone agent has the same issue, it does not appear to be related to my agent prompts.

Could you please check whether there is an issue with the audio/media connection, WebRTC/LiveKit, or account/workspace routing?

I can provide Call IDs, Agent IDs, Workspace ID, and screenshots privately to the Retell support team if needed.

Thank you.

2

Hello @soumayarazzouk7 Please share the relevant Call IDs so we can review the issue and investigate further.

Thank You

3 
call_f081d525bcd263e21619aa48421

even though in call recording we can hear the agent speaking but during testing the agent is not audible and cant catch up our voice too

4

@huzaifa then could you please share your Agent ID.

Thank You

5

Agent_id: agent_e36f8f4d1d836b813f5ae0cd2a
@Shah-Fazal

6

Hey @huzaifa I have escalated this to the team for review, and we’ll provide an update as soon as we have more information.

Thank You

7

These are the call_IDs :

call_e30659e4ad66c689ad8dc3d16e2

call_60f5bb1dfd1e0a2daa07ccb2b8a

call_2ae1041de6b2676aa47b8a29c71

call_11c38518010e40be7653f9c01ba

call_11d9632448c81880d7982ed4f35

call_129f91bd4ca46f334a8fe92ec96

call_f67aa1c91027b9288e6fe7d11b4

call_a594d3addca4e9bd7e1e4f62898

call_b96ef9edfe55a9df7ede839819a

call_7d3c9137db487644f3b65ade58f

call_f784f2c571dbe59b8d0954e9a26

call_e30e8b88a063b0af782d45a4602

call_d57eb1bf5f3399d3b18bb779fdb

call_5aa1285a6b3c0b4f043943a2ca4

call_235826144e15779787f5e7d548d

call_036f8a4c5ace33e42dd60e9455d

call_80523c17e51dc9c0affc4a3acf3

call_77b1a3460f10f82ab9445e956e3

call_00fcb8fdb42f340884298fc46e9

call_7ea68f388572f10f0e564a7effa

call_c0bf24f87734e4a4dd6d7ef1509

call_05352ba68bb6c2d8ee838f24996

8

@soumayarazzouk7 Do you guys work on the same team?

9

No we don’t work on the same team

10

Here as well. We are losing a lot of customers due to outage. More than 12 hours and none of voice agents are working. Can somebody help?

11

Not just this , before this outage, we had started experiencing serious slow down inferencing i guess. because same models used to be answering much faster became a lot slower lately.

12

Hello @sonesoo Team checked the calls; they are all web calls.

Your browser appears to be behind a symmetric NAT with no publicly reachable IP address. Symmetric NATs are highly secure but can cause issues like this. To work around it, try switching to a different internet connection. We are upgrading our TURN servers, and once they are online (ETA ~1 week), your current setup should work without issues.

Thank You

13

No.Not at all. Yes we can use web as well. Phone calls are down. thats what matters. Please check phone calls. 18 hours and phone calls are down. All was working thru SIP Trunk Configuration. Until last night.

14

No.Not at all. Yes we can use web as well. Phone calls are down. thats what matters. Please check phone calls. 18 hours and phone calls are down. All was working thru SIP Trunk Configuration. Until last night. @Shah-Fazal

15

@sonesoo Could you please share your Org ID and a few failing Call IDs from the last 18 hours? This will help us investigate the issue further.

Thank You

16

@Shah-Fazal can you please confirm if the issue is resolved. I had to stop everything bacause of this issue

17

@soumayarazzouk7 I have provided you details after team checked your call ids, Your browser appears to be behind a symmetric NAT with no publicly reachable IP address. Symmetric NATs are highly secure but can cause issues like this. To work around it, try switching to a different internet connection. We are upgrading our TURN servers, and once they are online (ETA ~1 week), your current setup should work without issues.

Thank You

18

I used different connections in different places but still the same problem

19

we just tested this, a minute ago, see:

call_97be104e4806fe7e1462d672f7c

at second 32 , agent stops speaking half-response and never speaks again.

org id: org_Zrkua51KeRbqS0m9 @Shah-Fazal

20

This is not a browser level, network or WebRTC issue , as you can see multiple users are reporting the same issue , we need to know what is causing it , how soon can this be resolved