{{user_number}} not being said correctly by agent

Support Help
1

Here is what conductor had to say:

One detail worth noting: this call carried a SIP Diversion header (sip:+18137977522@twilio.com;reason=unconditional), meaning it was forwarded to your Twilio number rather than dialed directly. That’s the one thing distinguishing it from a plain inbound call, and it’s possible number resolution is getting confused specifically on diverted/forwarded calls — but I can’t confirm the internal cause from what’s visible here.

Recommendation: since this looks like a platform-side resolution bug rather than something fixable via prompt or agent settings, I’d contact support@retellai.com (or post on the community forum) with both call IDs — and — and flag that {{user_number}} returned the agent’s own number instead of the caller’s, especially on a diverted inbound call. There’s no agent-config change I can make that would fix a variable resolving incorrectly on Retell’s side.

2

Hey @ernestadamsrei Could you please share the relevant Call ID so we can look into this further?

Thank You

3

Thanks for your help

call_108cc719d34ba87f70275815638
call_96bcc3f22633af49fee8a44cd51

4

Hey @ernestadamsrei I’ve escalated this to the team for further investigation. I’ll let you know as soon as I have an update.

Thank You

5

Thank you for your response

6

Hey @ernestadamsrei can you please try these 2 fixes and let me know if it fixes your issue

  1. Remove the example digits. Replace the format instruction with a description only:

“Read the number as ten digits in three groups (3-3-4), digit by digit, with no ‘+1’ and no ‘plus’.”

  1. Add an explicit binding at the top of the section so the correct value is right where the read-back happens: "The caller’s number for this call is {{user_number}}. Whenever you need to read the caller’s number, read that value using the format above."

Thank You