https://retellai.com/?utm_source=discord&utm_medium=seo logo
Powered by
Phone Number Already exists error
# ❓・bug-report
t
I was troubleshooting an issue and decided to delete my number and then re-add it. Unfortunately, it's telling me my number already exists, even though it doesn't (because it was deleted). It's been almost a full 24 hours now and it's still happening. Assuming it's a bug and it's not going to go away. Can someone from support help me resolve it?
c
can you view numbers via api?
sometimes it can get stuck
t
c
are you just trying to buy any number, or are you trying to sip trunk a number in
t
SIP Trunk. I purchased a number via Twilio
This number is already purchased and has been verified / approved for outbound, so I don't want to get another one now.
c
hm ok can you give a screenshot of proof that you own that number in twilio, and your org id please?
and i’ll escalate it to the engineers
t
ORg ID : org_QSSH27C8Lfm6vP1J
@Colin - Integrations @ Retell AI want to make sure you saw this. Please let me know when I'll be able to add the number again.
c
i will keep you updated with what the engineers say
t
@Colin - Integrations @ Retell AI Any time frame on when they will be able to help out? Thanks again!
c
still waiting on an answer, i believe it may be an old cache somewhere from a previous trunked number
t
@Colin - Integrations @ Retell AI Please let me know. Would love to get this sorted out so I can be up and running today.
@User Was really hoping to have this solved by now... Any updates here?
c
i'll bump the thread i posted
t
@Colin - Integrations @ Retell AI I hope all is well. Any update here?
@User Checking in again. I want to get up and running and this issue is a complete Blocker.
c
i’m sorry for the delay, there’s no update as of right now
i will keep messaging them about the issue
t
I appreciate it @Colin - Integrations @ Retell AI
@Colin - Integrations @ Retell AI @User Any update here? I really need to get this going.
@User @Colin - Integrations @ Retell AI It's been a full week with this blocker. Will this get resolved anytime soon? I need to get this live ASAP.
c
@Tom yes, i'm currently talking to the engineers about this as they finally got back to me today, will hopefully be fixed today
t
Best news ever! Thank you!!!!
c
@Tom are you using agent centric by any chance?
the number is linked to that organization
t
I'm not sure what you mean, so no.? I don't think so... How could it be linked to something else? @Colin - Integrations @ Retell AI It was in my account, I removed it because I was having issues, now I can't get it back because it's linked to something else?
c
alright i will let them know
t
@Colin - Integrations @ Retell AI @User I was able to re-add my phone number, but after going through every single setting in Retell and Twilio, my agent is still no receiving inbound calls. The call just keeps ringing and ringing. Can you please confirm whether SIP inbound calling is enabled for my workspace, and enable it if not? If there's any other backend settings that need adjusted please let me know. I've been trying to set this up for weeks now.
my workspace ID is org_QSSH27C8Lfm6vP1J
I’m using Twilio Elastic SIP Trunking to route inbound PSTN calls to Retell. SIP INVITEs reach sip.retellai.com, but Retell never responds (no 100 Trying / 200 OK), and calls ring indefinitely.
PCAP confirms INVITEs arrive successfully.
o
Hello @Tom , you number must have the + prefix
t
i'm not sure what you are looking at... on my end it has it
o
can you share a screenshot of it
t
o
Yes, its without the prefix , with the + , is the name of the number , not the number it self , look at the ID
t
I literally added it with the +
o
t
and i already know what happens if I delete and try again
o
okay , this is a different issue than the number won't accept inbound calls
do you have account on https://assistable.ai ?
t
I do but it's not in use
o
check your account , and if your number is connected their disconnect it
t
My number isn't connected there at all.
just my personal cell phone
but i've deleted everything lol
how can I fix my number in your platform so the + is actually showing up?
Added a brand new phone number.... This time the + is showing... Same issue.
Outbound works gets great, but cannot get inbound to work
o
Can you share the pacp file
t
I'm not even getting incoming call logs for the new number
o
If the call doesn't have a log on twilio that mean the issue on twilio , there is nothing from my side i can do, what you can do is to check your configuration is correct
Follow this video

https://www.youtube.com/watch?v=JC3PV_R-Z1Y▾

other than this , check with twilio support why the calls is not showing up on your logs
t
We have captured PCAPs showing that Twilio successfully sends SIP INVITEs to sip.retellai.com over TCP:5060 and the TCP connection is established. However, Retell never returns any SIP response (SIP/2.0 100 Trying, 180, 200, or error). The INVITE is silently dropped before SIP handling. This occurs for multiple phone numbers and agents. Outbound works normally. Please check whether inbound SIP is enabled for our workspace, and whether our account/region is properly routed to accept inbound SIP calls.
o
how did you make this phone call ?
dial to sip ?
t
dialing the number?
@Omar Ashraf | Community Lead
o
You are dialing the agent id?: I found that on your pcap file ? To:
t
i'm dialing the phone number, but the agent ID you sent above is the "Origination Sip Uris"
o
The agent id is not included at all in any steps of connecting the number, Origination URI is : sip.retellai.com;transport=tcp You can follow the video above or this docs https://docs.retellai.com/deploy/custom-telephony#custom-telephony-overview
t
@Omar Ashraf | Community Lead Awesome! This change worked for the new number! I swear I originally had it like this and after trouble shooting everything ChatGPT told me i needed the agent ID in there. Appreciate the help here!
PreviousNext
Powered by