I have seen multiple inbound calls reach our endpoint, but they do not start; they fail before starting, dispatching only the call_ended and call_analyzed outcomes. I am wondering why it happens. Real Log: 2025-12-17 02:20:47.817 call_a607dXXXXXXXXXXXXXXXXXXXXXX info: triggering inbound call_inbound webhook 2025-12-17 02:20:49.990 call_a607dXXXXXXXXXXXXXXXXXXXXXX info: inbound call_inbound webhook response: { call_inbound: { override_agent_id: 'agent_359a6dXXXXXXXXXX', dynamic_variables: { custom_var_one: 'custom_value_1', custom_var_two: 'custom_value_2' }, metadata: { module: 'XXXX' } } } 2025-12-17 02:20:50.249 call_a607dXXXXXXXXXXXXXXXXXXXXXX info: Starting call: call_a607dXXXXXXXXXXXXXXXXXXXXXX 2025-12-17 02:21:52.268 call_a607dXXXXXXXXXXXXXXXXXXXXXX info: Ending call: call_a607dXXXXXXXXXXXXXXXXXXXXXX 2025-12-17 02:21:52.288 call_a607dXXXXXXXXXXXXXXXXXXXXXX info: Webhook triggered for call_ended 2025-12-17 02:21:52.288 call_a607dXXXXXXXXXXXXXXXXXXXXXX info: Webhook triggered for call_analyzed 2025-12-17 02:21:52.992 call_a607dXXXXXXXXXXXXXXXXXXXXXX info: Webhook response received for call_ended 2025-12-17 02:21:54.312 call_a607dXXXXXXXXXXXXXXXXXXXXXX info: Webhook response received for call_analyzed

Hello @Pedro Oliveira , you are getting multiple inbound webhook for the same call ? can you share the call id ?

Sure, sending you in DM No, I do not get multiple webhooks for the same call. I only receive both call_ended and call_analyzed

okay, I'm not sure what is the problem can you explain more.

Sure. The problem is that the inbound call is not connected. I just want to understand why it does not connect. User calls our number, our server provides to retell the agent and call context, and the call drops, does not connect.

Okay , when you disable the inbound webhooks is all the incoming calls connect ? if yes then the issue on your server you might had an error , or didn't return a response to retell .

I can't disable inbound webhook; all calls must receive data for context. Also, I analyzed almost 20 call log failures, and all of them stopped at the retell side. Our server answers the request. It happens for 10% of the daily inbound calls.

Okay, so the call show up on retell dashboard but its not connected , right , or these calls dosn't even show up on retell ?

Yes, the call shows up in retell as ended. It also says User_hangup, but why would the user call again after hanging up?

Can you share the pcap file for these calls ?

@Omar Ashraf | Community Lead where do I get that?

on the provider call history.

Gotcha. Do you have a retell email address? Since this PCAP file contains PII, I cannot send it without encryption.

support@retellai.com

Hi @Omar Ashraf | Community Lead , I sent the details and pcap files to you in the above email. You can search for "Inbound call starting issue - PCAP file - 0mar Ashraf -Support @ Retell AI (zixencrypt)"