inbound call line not working
# ❓・bug-reports
Sam W
12/30/2025, 8:58 PMMy line just keeps ringing user busy, I tried turning off my inbound webhook to see if that was causing issues, got the same result, it says user busy after several rings. here is the bots # +14793982398
agent_ae131e3d451ac6897e802badb2
In the event that calls fail in the future, is there a way to re route the calls to another # incase of failure?
o
Omar Ashraf | Community Lead
12/30/2025, 9:06 PMHello @Sam W , The calls are showing on the retell dashboard ?
s
Sam W
12/30/2025, 9:07 PMyes it won't answer, all my inbound bots are down
Sam W
12/30/2025, 9:08 PMcall_0cc23c3484d4e9332be732b74ec
a
Abdell
12/30/2025, 9:08 PMsame issue
Abdell
12/30/2025, 9:08 PMthey say it's concurrency error
Abdell
12/30/2025, 9:08 PMand still an issue
Abdell
12/30/2025, 9:08 PMi bought 50 now
y
yp
12/30/2025, 9:08 PMSame issue here!
s
Sam W
12/30/2025, 9:09 PMI need a routing to other phone number solution incase this happens again. My clients can't afford to go down
a
Abdell
12/30/2025, 9:09 PM@User help
s
Sam W
12/30/2025, 9:09 PMhmm, my concurrency isn't full
o
Omar Ashraf | Community Lead
12/30/2025, 9:10 PMcan you share your org id @Abdell
a
Abdell
12/30/2025, 9:10 PMsure
a
as_RE
12/30/2025, 9:10 PMSame issue
a
Abdell
12/30/2025, 9:10 PMorg_Oi4QuePoKLYEs5tQ
Abdell
12/30/2025, 9:10 PMWorkspace ID
org_Oi4QuePoKLYEs5tQ
Abdell
12/30/2025, 9:10 PMWe cannot Afford runnning into issues like this honestly!!!
a
as_RE
12/30/2025, 9:10 PMmy concurrency is not full - I just set everything up today, so thought it was related to just my initial setup. workplace id - org_99mumH4YIzoDkj80
a
Abdell
12/30/2025, 9:10 PMWe are burning millions in Ads
o
Omar Ashraf | Community Lead
12/30/2025, 9:10 PMTeam is working on it right now
a
Abdell
12/30/2025, 9:11 PMPlease it's urgent
Abdell
12/30/2025, 9:11 PMWhat is the issue!!?
s
Sam W
12/30/2025, 9:14 PMHow can we route to another # on failures like this
a
Abdell
12/30/2025, 9:14 PMAlso the platform is very slow
Abdell
12/30/2025, 9:15 PMAlso the number of total calls is 13 and i have thousands today!!
https://cdn.discordapp.com/attachments/1455666404945825906/1455670701704089630/Screenshot_2025-12-30_at_22.15.34.png?ex=6955927c&is=695440fc&hm=e7d5d13b5e327057726de7068722c182010e5631f286d492a37364f656576c17&
p
Peter G
12/30/2025, 9:15 PMSame problem
j
Joseph_
12/30/2025, 9:19 PMPlease fix the problem ASAP Retell
a
Abdell
12/30/2025, 9:27 PM@User Any updates??
j
Joseph_
12/30/2025, 9:28 PM@User
Joseph_
12/30/2025, 9:33 PMRidiculous smh
a
Abdell
12/30/2025, 9:34 PM@Joseph_ do you know any better competitor for retell ?
o
Omar Ashraf | Community Lead
12/30/2025, 9:38 PMA fix is being deployed
j
Joseph_
12/30/2025, 9:38 PMThank you
s
Sam W
12/30/2025, 9:40 PMcan you please help me with what to do for routing to anotehr number if this happens again
j
Joseph_
12/30/2025, 9:40 PMIts across their entire platform if u route it to anither number it wont matter
Joseph_
12/30/2025, 9:40 PM@Sam W
Joseph_
12/30/2025, 9:41 PM@Abdell It's working again
a
Abdell
12/30/2025, 9:42 PMthanks god
s
Sam W
12/30/2025, 9:42 PMTheres gotta be some way to re route
a
Abdell
12/30/2025, 9:42 PMbut the we app now it's really slow
j
Joseph_
12/30/2025, 9:42 PMNvm one of my numbers is working bu the other is not
Joseph_
12/30/2025, 9:43 PM🤷♂️
Joseph_
12/30/2025, 9:49 PM@Omar Ashraf | Community Lead Has the fix been deployed?
o
Omar Ashraf | Community Lead
12/30/2025, 10:02 PMCan you guys check now ?
j
Joseph_
12/30/2025, 10:03 PM@Omar Ashraf | Community Lead its still not working
Joseph_
12/30/2025, 10:04 PMits still saying "error asr"
o
Omar Ashraf | Community Lead
12/30/2025, 10:06 PMcan you share the call id
j
Joseph_
12/30/2025, 10:07 PMcall_6f88cb8a3fa87d0450175e6a464
Joseph_
12/30/2025, 10:07 PMim also trying to test it via the platform instead of calling and it immediately just ends the test call instead of saying the opening sentence
o
Omar Ashraf | Community Lead
12/30/2025, 10:09 PMCan you remove the boosted keyword for now
j
Joseph_
12/30/2025, 10:10 PMYes I removed it and it worked
Joseph_
12/30/2025, 10:19 PMWhen can I put back the keywords?
o
Omar Ashraf | Community Lead
12/30/2025, 10:55 PMyou have a different issue other than the outage , your issue is that you have too many keywords .
j
Joseph_
12/30/2025, 11:13 PM@Omar Ashraf | Community Lead But it was working before perfectly fine?
Joseph_
12/30/2025, 11:15 PMIt was literally working yesterday.
Joseph_
12/30/2025, 11:15 PMCan you guys increase the keyword limit? because Im dealing with doctor patients and the voice agent needs to be as accurate as possible which is why I need to add all these keywords
c
Colin - Integrations @ Retell AI
12/30/2025, 11:44 PMyou can add it in the prompt, the llm will interpret it
o
Omar Ashraf | Community Lead
12/31/2025, 12:58 PMHello @Joseph_ , you had about 350 keywords there ,that is above the limit of 100 keyword, the limit is not set by us so we can increase it for you.
You can do as Colin mentioned to add some of the keywords to the prompt It will help the llm understand what you mean but it will not effect the transcription itself and also you can make the transaction mode set to accuracy that will help also.