Hi Retell Support, We are seeing multiple calls in our Retell workspace that are stuck in “registered” or “ongoing” status for an extended time. Because of this, the calls keep occupying concurrency (bandwidth) and our effective concurrency is reduced. Our integration (VoiceAIWrapper) relies on Retell webhooks to receive final call updates; however for these calls we are not receiving the webhook/status transition, so they remain stuck in-progress on your side. Impact / Severity: Dialing speed is very slow across our pods. Concurrency is not fully available. Example: with concurrency set to 45, we are effectively operating at 27 due to stuck calls. This directly limits how many calls we can trigger. Request: Please investigate why these calls are stuck in “registered/ongoing”. Please force-complete/close these calls and release concurrency. If possible, please re-send any missing webhooks / final status updates for these call IDs. Please share root cause + recommended mitigation (timeouts, webhook retry policy, known incidents, etc.). Affected Call IDs (still stuck): call_2d885d62e1d3afadfcb8c5212e1 call_b42fa8c3a7f2b4d5eb0725c04e9 call_f9465ce810528d660eeb42e4cae call_14fcba031a6172cbaef89deaf8b call_e87d9fb8c11fd702fd4f7ee9a52 call_aa3c8d43081a1dc7f7bff297e29 call_a796d0e5f2a4ec6ee8bfb6985ea call_8d6bbc859c24378ce2ca430b565 call_6d90c7e8300a666d999d695ced0 call_48fefc39db6c46cdbfa4f72b753 call_811fde945da374adfb0b72eada1 call_06001d4bb21bf5b34d8e2cfc53a call_ec6d18eaece28cd41456707f98d call_38b4f47def19e6fe9ca9277a8db call_be2a62d1c81f1a6227b6877bf86 call_16fd3e492e72615f55499ffbf65 call_90c7072e328930a8818084aa056 call_fa89d9708a39b6189ed5df39212 call_460efa34242ad2d00afa8ee9859 call_f470990b256d6dbef704d976261 call_e43c5f07f48a28d106e6b7fb129 call_13b1b858903ec5b59a9e3b4b086 call_19f7aa7eb4f10b9121214342894 call_5f8ec7b39c70364a0c7f39ec11f call_156ffa739c6add38906e85bd958 call_da25609be3ff47a065dcf570006 call_15cc7522207116b7d8c4ebbd007

Hello @Phill , I see that the concurrency is not effected , you have 4 ongoing calls right now and the concurrency is 4

Yes, we use sip method Are these calls stuck on Retell? Coz for now i can't see them

if you’re using dial to sip, you initiate the call through your provider, if it’s still stuck on ongoing, you’re not conferencing out the voice ai properly

Could you please clarify what “you're not conferencing out the voice AI properly” means? We have several calls from a certain batch that are freezing.