We have an issue where certain numbers that try to call ai agents via SIP Trunking phone numbers are blocked by retell. They don’t show up in the retell call log, but the phone carrier platform sees the calls going to retell and being rejected. This is happening on a production agent.
Here are details to investigate and the pcap:
9807211839 → 13365866260
Call ID - e6eb4e7b-b532-123f-3a84-00155dc94732
15:03:03 EDT - 20:03:03 GMT
Hello @johankent30
Could you please share your organization ID? and more Call IDs. This will help us investigate the issue more effectively.
Thank you!
9807211839 → 13365866260
Call ID - e6eb4e7b-b532-123f-3a84-00155dc94732
15:03:03 EDT - 20:03:03 GMT
Workspace ID
org_i1ZNRw4LMjY3WGqj
hi @johankent30
I’ve shared this with our team for review. Once we receive their feedback, I’ll get back to you with an update.
Thank you for your patience!
Hi @johankent30
We are currently investigating this issue through your email ticket. Our team will continue to follow up there with updates.
Thank you for your patience!
Best regards