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Retell AI

Retell can only transfer calls to full PSTN numbers or SIP entry points, not directly to internal PBX extensions.
The clean approach is to transfer the call back to the PBX via a dedicated DID or SIP trunk, then let the PBX route internally using IVR logic, language flags, or call context.
If your PBX supports SIP headers, you can pass intent or language metadata from Twilio and route dynamically; otherwise, use separate DIDs per department or language.
Key check: does your PBX allow routing based on SIP headers, or is it strictly DID-based?
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