Hi all, I'm not sure if there are existing steps by steps created out there or any similar post. Please direct me to that post if there is. I'm not a developer but an user. My company do have an external SIP trunk vendor providing their SIP trunk services to us with a dialer on laptop. I have the server URL, username and password. I tried set it up in the Retell.ai however it doesn't work. I also ask my vendor to whitelist the IP: 18.98.16.120/30 (All regions) My SIP trunk vendor ask for the logs but I'm not sure where can i found it. The end reason is dial no answer when i call with "+" + 60 (country code) + mobile number Or telephony provider unavailable when i call without the "+" 60 (country code) + mobile number When i call in the vendor's dialer, i only type 60 (country code) + mobile number. It will be able to connect to my phone. Would like to seek your assistance or input what should I do next?

This is likely a number formatting issue, not Retell.ai itself. Your SIP vendor’s dialer works with 60XXXXXXXXX, but Retell.ai is probably sending +60XXXXXXXXX or a local format, which causes the failures. Retell.ai needs to send the number without the “+”. Regarding logs: Retell.ai does not provide raw SIP logs. Your vendor should check incoming INVITE attempts on their side using the call timestamps. You can only share call attempt history from Retell.ai. Next steps: • Confirm the exact number format your SIP provider accepts • Ensure SIP (5060/5061) and RTP ports are open for the whitelisted IP • Ask Retell.ai support to confirm number normalization and SIP INVITE delivery Happy to help troubleshoot this end-to-end if needed.

Hi, @Tolulope Davies , thank you very much for the advice. Let me ask if they received the INVITE attempts from the vendor.

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