### Answer --- When outbound calls have a status of

not_connected

, check the

disconnection_reason

field in your call history. [(1) ]() Common disconnection reasons include: -

invalid_destination

– destination phone number is invalid -

telephony_provider_permission_denied

– SIP trunk authentication failed -

dial_failed

– SIP error codes not available or error unknown -

dial_busy

– number dialed is busy -

dial_no_answer

– number dialed did not answer -

marked_as_spam

– call flagged as spam Troubleshooting steps: 1. Check call history and detailed logs – look for the disconnection reason, SIP error code, and error message. 2. If using custom telephony (SIP trunking) : - Double-check your configuration and ensure you imported the correct information. - If incorrect, delete the imported number and re-import. - Check with your telephony provider for errors on their side. 3. If using Retell-purchased numbers: - Ensure the destination number can accept the call. Retell-purchased numbers can currently only make calls to [15 supported countries]() . [(2) ]() , [(1) ]() 4. If using Twilio via SIP trunking: - Verify you have a primary customer profile created, verified, and the phone number assigned to that profile. [(3) ]() - Check geo-location settings and ensure the destination country is allowed. [(4) ]() Could you share what

disconnection_reason

you're seeing in your call history? That will help narrow down the root cause.

​ To learn more, see the sources I considered: [[1] Debug outbound connection issues](https://docs.retellai.com/reliability/debug-outbound-call) [[2] Outbound Calls (Make Calls)](https://docs.retellai.com/deploy/outbound-call) [[3] OUTBOUND CALLS FAILING](https://discord.com/channels/1186424376300679209/1370279738081542215) [[4] Discord message from @bajacheebo on 2025-02-07](https://discord.com/channels/1186424376300679209/1294891368505937952/1337553111497048165) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.

@AI Evy it shows Not_connected

### Answer

not_connected

is the call status, but you need to check the

disconnection_reason

field to identify the specific cause. [(1) ]() Here are the possible disconnection reasons for

not_connected

calls: | Disconnection Reason | Description | |---------------------|-------------| |

dial_busy

| The number dialed is busy | |

dial_failed

| Dialing failed with no or unknown SIP error code | |

dial_no_answer

| The number dialed did not answer | |

invalid_destination

| The number dialed is invalid | |

telephony_provider_permission_denied

| SIP trunk credentials are not authenticated | |

telephony_provider_unavailable

| Telephony provider is unavailable | |

sip_routing_error

| SIP routing has too many hops or is in a loop | |

marked_as_spam

| Number is marked as spam | |

user_declined

| User declined the call | To find the disconnection reason: 1. Go to your Call History in the Retell Dashboard 2. Click on the specific call to view the detailed log 3. Look for the

disconnection_reason

field and any SIP error codes [(2) ]() Could you share the specific

disconnection_reason

shown in your call details? That will help pinpoint the exact issue.

​ To learn more, see the sources I considered: [[1] Debug call disconnection](https://docs.retellai.com/reliability/debug-call-disconnect) [[2] Debug outbound connection issues](https://docs.retellai.com/reliability/debug-outbound-call) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.