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Need help exporting number
# ❓・bug-report
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Account has been suspended for high volume calls for the past two weeks now even though I've successfully done the KYC, support is non existent so I want to export the number to connect it to another Ai calling platform because our customers already know this phone number from the times I have done calls with them before our retell ai account got suspended. Please guide me through the process of SIP trunking the same number I purcahse through Retell on Twilio/show me where I can find the integration settings. Thanks in advance. https://cdn.discordapp.com/attachments/1454155709158658151/1454155709473226817/image.png?ex=697996ca&is=6978454a&hm=7b4eeff68beb04e818fea68ede85b92d2ae91462ced954c00ccdc1e913fdef7c&
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Hello @Girish Jiromar , unfortunately you can’t export a retell number and for your account being suspended I understand your frustration i just got the ticket here two days ago I sent to the team to check it but it takes a little bit of time , I am trying to make it faster as much i can.
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Can the team check and unsuspend our account today? Because tomorrow isn't a business day and that means another 3 days I have to wait just to check if it's even possible to unsuspend the account. @Omar Ashraf | Community Lead We are tied up and can't do nothing/can't reach out to our potential customers for the past two weeks and have been forced to completely halt production/reaching out to customers for our start up for the past two weeks now
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I will try to make it happen today
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Please do, thanks. Will check back later.
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Hello @Girish Jiromar , check your email
one of the team will follow up on your case on the email.
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@Omar Ashraf | Community Lead Indeed I've received an email on through my company email address girishjiromar@currency-protection.com. I've just provided the required document requested and am waiting to hear the good news. Please notify Yan Huang(the person who emailed me from your end) about this. I've sent a phot scanned document as pdf for the requested registration document. Hope we can get this over with before the end of the day. I want to ask if you guys are still on work hour or if this will be postponed for after the weekend?
@Omar Ashraf | Community Lead Are you there?
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sure , i will let him know
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Okay
Hi @Omar Ashraf | Community Lead Any updates before the end of the day?
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I've let him know, I will update you when he check it
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Do you think this can be resolved today? @Omar Ashraf | Community Lead
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Yes, it should be fixed
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Hi @Omar Ashraf | Community Lead Yes, it's finally fixed, thank you so much for the help.
@Omar Ashraf | Community Lead It's me again, i don't know what the hell is happening but after 2 weeks of wait, kyc + multiple documents submitted via email, my account finally got unsuspended. And then just 4 calls later, it has been suspended again for the exact same reason I waited 2 weeks to get my account unsuspended for. Can you please let your automated system know to not suspend my account every few calls since I have already submitted and verified my business registration with Yan Huang??!!
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Did you sent an email ?
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I sent an email from my company's email address girishjiromar@currency-protection.com to support@retellai.com to prove that i do represent the company I built the ai agent for(since that's why the agent keeps suspending our account even though we have already provided our legal registration documents to yan huang and he already approved them), with no response so far ofcourse.
Yan Huan from your team had already reviewed and approved our documents last time when he unsuspended our workspace, the automated system suspended us again just a few hours later https://cdn.discordapp.com/attachments/1454155709158658151/1455222477297815667/image.png?ex=6953f10b&is=69529f8b&hm=790fb93263dd761002459d4416a05a85486b995ad8481fee820b7ca3a8754d98&
@Omar Ashraf | Community Lead
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Okay, he will check it and respond to you
I will tell him again about it
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Do you think we can we get it resolved before the afternoon?
Okay and hopefully the system won't suspend us again after he manually unsuspends us?
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Hello @Girish Jiromar , its been fixed , but you need to use custom telephony , if you used retell number for you use case it will be marked again
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It hasn't been fixed, it still shows the same "account on hold due to high volume" message on top
@Omar Ashraf | Community Lead
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Clear the cache and check again
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@Omar Ashraf | Community Lead Perfect, it works now, But now I need your help on connecting a custom telephony
How do I go about doing that?
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https://www.youtube.com/watch?v=JC3PV_R-Z1Y▾

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And some of our long term customers already know this number? Is using an external provider absolutely necessary?
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This video should help you if you are using Twilio
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Is there any workaround worth trying?
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for your use case the system will flag it again.
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Isn't there a way for you to manually override that now that our kyc and company's registration documentations have been manually reviewed and approved by one of your team members? Just a thought so that I'm able to keep everything within one platform. Please check with your team and let me know if it's possible before I proceed with the other option you mentioned, your cooperation is greatly appreciated!
@Omar Ashraf | Community Lead You don't think that's possible?
@Omar Ashraf | Community Lead Same thing happened today again, do you think maybe using a Telnyx number instead of a Twilio number will fix the issue?
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You got blocked again ? same thing with telynx , if you have issue connecting custom telephony let me know I can help you with it.
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@Omar Ashraf | Community Lead Yes I got blocked again for the third time, I am going to follow your advice and just go with using a custom telephony, shall I go with Telnyx or Twilio for my custom telephone? I'm in the process of doing kyc on Telnyx now Please go ahead and unsuspend my account one last time for me to integrate and use the custom telephony like you suggested.
@Omar Ashraf | Community Lead Are you there? Let's proceed with this
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Please follow up with the email
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I sent the email like 9 hours ago to support@retellai.com right when our account got suspended, no response via email ofc, please help by explaining the situation to Yan Huang and having him unsuspend our account one last time so I can proceed with integrating to through SIP Trunking Telynx
@Omar Ashraf | Community Lead ??
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I will let him know, but follow up with him on the email, I can't unblock the account my self it has to be through him.
I can't find your email, please respond to the same email loop
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I sent the email from girishjiromar@currency-protection.com Also responded to the automated email from my personal email girishjiromarbrj@proton.me
@Omar Ashraf | Community Lead Hello? Any help please? Unsuspend one more time so I can integrate and use a custom telephony of like you suggested?
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I've forward the issue to him.
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@Omar Ashraf | Community Lead Account still suspended, any updates?
Hello @Omar Ashraf | Community Lead Still no updates??? Please let your team member know exactly what the issue here is and let him know about the solution you suggested so he can unsuspend the account for us to continue to operating with custom telephony withou the system flagging us
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Still no update , and he is the one suggested this solution for you.
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Okay, waiting for the account to get unsuspended so I can try his solution
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You can check now.
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Just curious @Girish Jiromar how many calls did you send out before getting flagged by the system? We're trying to implement an calling system that's likely to receive and handle large volumes and I want to be aware of the retell limitations.
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Hello @Bobster2002 , his issue was not about calls volume , it was his use case and the prompt itself, that made our system flag it as violation.
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About 7 outbound calls, and like @Omar Ashraf | Community Lead said, it was the use case rather than the the volume it seems. With that being said, I've seen atleast 3 people with completely different use cases give the same complain in this discord so that's something to take into consideration, but as long as your verify your business documents, retell support should help unsuspend your account whenever needed.
@Omar Ashraf | Community Lead I'm setting up a Telnyx account now, can I be 100% sure once I integrate it to our retell account with custom telephony through sip trunking, the retell system won't suspend our agents every few outbound and inbound calls? Your confirmation would really save us the trouble of having wasted time setting up and integrating custom telephony and finding out the same issue will still occur on retell's end where the agent would get suspended after a few calls. Wait for your response now that our account has been unsuspended. Thanks in advance.
Hello @Omar Ashraf | Community Lead Please give me a reply, I'm only asking because the suspension seems to be an issue on your side of the platform where your system monitors and suspends agents using certain prompts, so I want to be sure if swtiching the telephony to a custom one would really make any difference. Please ask the responsible person. Your response would be appreciated. @Shah - support @ Retell AI @Shehroze -Support @Retell @Colin - Integrations @ Retell AI @Florian - support @ Retell AI
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Hello @Girish Jiromar , I'm checking with the team,I will let you know when i get response .
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Alright, Waiting for your message
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Check your dm.
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I did
@Omar Ashraf | Community Lead Please check your dm
@Colin - Integrations @ Retell AI Are you available to help
Hi Omar, I've finally gotten a custom telephony setup like you suggested, I've added a couple of numbers for testing on retell, I now require your assistance in unsuspending our retell account one last time because I was still messing around and testing with retell number while I wait for our custom telephony account to get approved by the other platform which led to the usual suspension, would appreciate your help now, I think we shall finally be able to proceed. Do you think you can help? Workspace Id: org_KMb66qVP7IGj4Bvx
Dm'ed that to omar
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Hello @Girish Jiromar , send an email.
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To whom? Support@retellai.com?
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I will forward the email to the team.
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By the way @Omar Ashraf | Community Lead I used a custom telephony called SignalWire, bought numbers there and attached them to retell ai using sip trunking, you think they will work fine?
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Should be unblocked now.
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Correct
@Omar Ashraf | Community Lead ??
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If it support sip trunking then it should work fine
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The integration of phone number on retell's platform wasn't working properly, I was getting "invalid_destination" error all the time and then I contacted SignalWire support(the platform i bought the numbers on), i showed them my settings on both retell and signalwire and they told me the following, I don't understand it much so @Omar Ashraf | Community Lead Can you please help? "I don't think this is corret. This looks like you're registering a SIP endpoint, but I'm pretty sure retell works the same as Livekit, ElevenLabs, Vapi etc. where they're dialing a SIP address.You need to create a SWML script that will be handling the outbound calls. Then you create a SIP address connected with that SWML script. Retell will dial youre SIP address which in turn, calls the SWML script which initiates the outbound PSTN call."
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Can you try to put the full SIP, copy it as it as with the copy button and try again.
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I did it like this because that didn't work, wait let me show you what that says
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Can you see these calls on the provider call history ?
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Nope, nothing there, as if it's not even detecting what's happening\
I've already been told I need to crate a SWML script for it to function
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You can use the dial to sip method if the sip trunking is not working https://docs.retellai.com/deploy/custom-telephony#how-to-transfer-call-end-call-using-dial-to-sip-method
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No, Id like to stick with sip trunking please since that's the recommended method, I just can't seem to properly configure it
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Your configuration on retell side seems fine but on the singlewire I'm not really familiar with it , create a new ticket and someone from the team might be familiar with it and can help you.
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@Omar Ashraf | Community Lead I finally figured it out, added the signalwire custom telephony, i made a couple calls, was working perfectly fine. Your suggestion of using a custom telephony also fixed the accoutn suspension issue for me. But then just now I made a huge mistake, while making test calls I once again accidentally forgot to switch to the SignalWire number when making the calls, I thought I was using the signal wire number like I was doing earlier this morning, but apparently not, since I have so many numbers added, it's hard to tell which one is retell number and which one is not. With that being said, after a couple calls the usual suspension got triggered by the system because I i was using the retell numbers instead of the SignalWire number. Please escalate this for me to have it solved before the weekend. This time, I will identify and delete all the retell numbers on our workspace so that I don't make this silly mistake of not swtiching numbers properly again. Can you help escalate this quickly please? Workspace ID: org_KMb66qVP7IGj4Bvx
@Colin - Integrations @ Retell AI @Florian - support @ Retell AI @Omar Ashraf | Community Lead
@Omar Ashraf | Community Lead What do I need to do now?
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Send an email explain your situation, and I will forward it.
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@Omar Ashraf | Community Lead Sent the email to support@retellai.com from the email on our company's domain. Did you get it? https://cdn.discordapp.com/attachments/1454155709158658151/1460356309504364638/image.png?ex=69669e4c&is=69654ccc&hm=490289701ac34d5013c9ad0fd0ae15dac16831faa312e7e94ff1107807c72da0&
@Omar Ashraf | Community Lead ?
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Yes, I've forward it to the team.
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Please let me know here in this chat once it's been fixed.
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He will respond to your email, please monitor your email.
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I haven't received any sort of email from him or any update from you, it's been 2 days since you told me you forwarded it to the team @Omar Ashraf | Community Lead
@Omar Ashraf | Community Lead
@Omar Ashraf | Community Lead It has now been 3 days and absolutely no response via email or here in this discord.
@Shehroze -Support @Retell @Omar Ashraf | Community Lead It has now been 4 days, please give me a fix so I can proceed
I've already provided all that you guys have asked via email
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The team is looking at it you will get unblocked later today , but keep in mind this is the 5th time.
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I understand, work with me this time. It won't happen again. I'll be extra careful next time.
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Okay, they it should be unblocked it today or tomorrow max.
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Okay, looking forward to it
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Unblocked
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Thanks
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