The advanced warm transfer (warm transfer which can chat with human via the transfer agent) isn't working. This has been working fine since the feature went live but since the outbound calls stopped working about 6 hours, the advanced warm transfer is no longer working. Whilst outbound calling is back live, I wonder if there is still a problem with the agent transfering? It appears that the agent picks up but can't understand anything from the user? Please help and thanks in advance.

hello

Hello

please share the Call logs & SIP connection log

Call id for inbound receptionist: call_847f85bc0c96065b3450c5d30eb Call id for transfer agent attempt which failed: call_b95675cd363d2b96a73bf684 The user picked up the phone, said yes to accepting the transfer but it didn't work. In this case, the call timed out but on previous attempts with longer call timeout periods, it still hasn't worked when the user said yes to accepting the call?

click both call ids and send screen short of logs

Transfer attempt on inbound receptionist & failure on transfer agent. It said bridge transfer but didn't bridge it. https://cdn.discordapp.com/attachments/1459185562350125228/1459193760113102938/image.png?ex=69626396&is=69611216&hm=f43f31839993e4c37da34c2f02d3d5259e56b9ce44e56643b58316f7eeb246d6& https://cdn.discordapp.com/attachments/1459185562350125228/1459193760452968561/image.png?ex=69626397&is=69611217&hm=f06cffe14a9daee50ac2e4f2deccd72698bc685875b6897323fa20b01fee4624&

ok this seem paltform side issue I will share it with the team

Okay thank you Shah

Hello @Luke , can you turn the gobal node off for the birdge and try again ?

Okay, I will try that over the weekend as I'm in the UK and its the evening now. Thanks for your response

Can you share the call id , I will escalate this .

Thank you. Call id - call_17d04ec869aa3370fb18b65d

I will let the team know and get back to you.

Okay thank you very much

I've made the ticket, once they response to me I will let you know as soon as possible.

Perfect, thank you.

Can you try again now ?

Working now, thank you!

@Omar Ashraf | Community Lead and @Shah - support @ Retell AI strange case same thing happens for me now - but i use single prompt trasnfer agent not conversation flow and its not bridging the transfer here is tool_call_id: 36de04d5e6937064 agent himsel told me - are you there when i was waiting for bridget transfer please help its getting really annoying https://cdn.discordapp.com/attachments/1459185562350125228/1460581349219106949/image.png?ex=69676fe1&is=69661e61&hm=49b000c7f988025d023da97e83542ab08eccb3633518f2c3820a92cd3f39cf71&

Hello @Vako-SV , can you create a new ticket and share the call id not the tool id , and a recent one will be helpful , thank you.

@

I have exactly the same problem with single prompt agent, do u have some news from the Retell AI support ?

nop - nothing yet @𝒆𝒗𝒂𝒏 ive opened new ticket for this case and waiting for their response

A fix should be pushed

call_3868ad6fdde4b184836fe847 call id is here and conversation is visible on the screenshot below is Detail Logs: 2026-01-13 10:17:06.938 call_3868ad6fdde4b184836fe847 info: Starting call: call_3868ad6fdde4b184836fe847 2026-01-13 10:17:08.728 call_3868ad6fdde4b184836fe847 info: Webhook triggered for call_started 2026-01-13 10:17:08.883 call_3868ad6fdde4b184836fe847 info: Webhook response received for call_started 2026-01-13 10:17:24.574 call_3868ad6fdde4b184836fe847 info: Calling tool: bridge_transfer Arguments: {"execution_message":"Connecting you now."} 2026-01-13 10:17:24.574 call_3868ad6fdde4b184836fe847 info: Received result for tool: 36de04d5e6937064 bridge_transfer Result: {"status":"bridged"} 2026-01-13 10:17:25.974 call_3868ad6fdde4b184836fe847 info: E2E latency for this turn: 852 2026-01-13 10:17:45.848 call_3868ad6fdde4b184836fe847 info: E2E latency for this turn: 3396 2026-01-13 10:17:52.727 call_3868ad6fdde4b184836fe847 info: Transfer agent max duration reached, using timeout action: cancel_transfer 2026-01-13 10:17:52.727 call_3868ad6fdde4b184836fe847 info: Received agentic transfer decision: cancel_transfer 2026-01-13 10:17:52.727 call_3868ad6fdde4b184836fe847 info: Ending call: call_3868ad6fdde4b184836fe847 2026-01-13 10:17:53.355 call_3868ad6fdde4b184836fe847 info: Webhook triggered for call_ended 2026-01-13 10:17:53.541 call_3868ad6fdde4b184836fe847 info: Webhook response received for call_ended 2026-01-13 10:17:53.884 call_3868ad6fdde4b184836fe847 info: Webhook triggered for call_analyzed 2026-01-13 10:17:54.033 call_3868ad6fdde4b184836fe847 info: Webhook response received for call_analyzed https://cdn.discordapp.com/attachments/1459185562350125228/1460947862702788760/image.png?ex=6968c539&is=696773b9&hm=59448e9c0c0cb37289cfb2d7dbc14d183cf227840ab8291746c59d1aaa90e535&

Can you share a one that happened few hours ago, because the fix was just pushed

I've make a test and it's working on my side now 🙏🏻