I use Retell to run about 30 calls a day. About 1 in 30 face disconnection issues. These are almost always logged as user hangups, but when you listen to the call, it’s clear that the agent and the person stopped hearing each other, and eventually the disconnection led the person to off, triggering the hang up. These are almost always calls via the API (never the phone). Sometimes the disconnection happens in the middle of the call. Other times the audio seems not to work from the beginning.
For the life of me, I can’t figure out what’s causing this. Any ideas?
From our investigation, the Retell server pipeline (ASR, LLM, TTS) is healthy on these calls; the audio loss originates on the your side (browser/WebRTC), after which the call ends with a user hangup.