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Retell AI

There have been multiple calls where the AI "answers" the call but the caller does not hear anything. On retell's recording I hear the AI but on the real recording of the call the caller does not hear the AI. This has happened before and I did not get a clear answer as to why it occurred. Please advise as this is urgent.

Hello <@446493133686046721> , can you share call ids for this ?

This is one where retell shows the AI was speaking but on the call recording from the callers end they did not hear it: call_38f64b633b8315464213731049d

Also here is one that happened two minutes ago where the caller heard the AI but then when the caller responded the AI did not hear them even though on their recording it is very clear they spoke to it multiple times and retell did not capture it: call_8d44bf9c7df4f2dccadfdb021e2

<@605090813025976344> thanks for replying this is really urgent as it has happened a few times today for this workspace

The Ai is set up as a call forwarding on the clients phone system. So the phone system recording is what I am referring to which shows the AI was not actually connected to the caller

Hello <@446493133686046721> , I've reported that to the team to check it.

<@605090813025976344> Thanks for the quick reply. Please let me know as soon as possible once they have looked into it

Hello <@446493133686046721> , Our sip trunking provider acknowledged they found some audio issues and those issues have been fixed.

Please let us know if you have any thing like that again, thank you.

Thanks! <@605090813025976344> What was the problem? Are they sure it was fixed?

Yes, they have fully rolled out a fix, if you had any other issues like this please let me know.