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Outbound call never connects/rings for one specifi...
# ❓・bug-report
c
What’s happening: I submit the form → AI call triggers successfully. The call connects and rings perfectly when testing my own number + several other people's numbers For this one specific client's number, the call never goes through — it doesn't ring on their end at all (no busy signal, no voicemail pickup, just fails to connect) What I’ve already checked/ruled out: I have the verified phone number through Retell Client confirmed they do not have “Silence Unknown Callers” (or equivalent) enabled on iPhone Phone number format is correct (E.164, consistent with working tests) Same workflow/agent/trigger used for all calls — no differences in config
f
The issue is likely one of these: Most common causes: Carrier blocking the call as spam/robocall (especially AT&T/T-Mobile) Number on a Do Not Call list that blocks automated calls Carrier firewall/fraud detection rejecting VoIP calls from your Retell number Quick question: What carrier does your client use (AT&T, Verizon, T-Mobile, etc.)? This will help narrow it down since some carriers are more aggressive about blocking automated calls. Also can the client receive calls from other unknown numbers, or do unknown calls generally fail for them?
s
Hi, could you share call log
c
They use AT&T, and yes they receive calls from other numbers. Although I have tested on others who use AT&T and it worked fine.
Call ID: call_3a4d75a8b05dae39fa4...520 Phone Call: +15044990561 → +15042366534 (Outbound) Duration: 01/12/2026 15:36 - 01/12/2026 15:37 CST Cost: $0.016 Conversation Analysis Rerun Preset Analysis Call Successful Unsuccessful Call Status Ended User Sentiment Negative Disconnection Reason Voicemail_reached
2026-01-12 21:36:44.524 call_3a4d75a8b05dae39fa4d82bb520 info: Starting call: call_3a4d75a8b05dae39fa4d82bb520 2026-01-12 21:36:57.835 call_3a4d75a8b05dae39fa4d82bb520 info: Transitioning from node begin (name: begin) to node start-node-1760959730554 (name: Welcome Node) 2026-01-12 21:36:57.841 call_3a4d75a8b05dae39fa4d82bb520 info: Webhook triggered for call_started 2026-01-12 21:36:58.582 call_3a4d75a8b05dae39fa4d82bb520 info: Webhook response received for call_started 2026-01-12 21:37:04.414 call_3a4d75a8b05dae39fa4d82bb520 info: Ending call: call_3a4d75a8b05dae39fa4d82bb520 2026-01-12 21:37:04.871 call_3a4d75a8b05dae39fa4d82bb520 info: Webhook triggered for call_ended 2026-01-12 21:37:05.433 call_3a4d75a8b05dae39fa4d82bb520 info: Webhook response received for call_ended 2026-01-12 21:37:05.600 call_3a4d75a8b05dae39fa4d82bb520 info: Webhook triggered for call_analyzed 2026-01-12 21:37:06.271 call_3a4d75a8b05dae39fa4d82bb520 info: Webhook response received for call_analyzed
s
The issue is from the client side . Ask the client to check call forwarding settings or any scheduled Not Disturb or Focus mode on their phone
c
Do you think their carrier is blocking the call, or its a setting on their phone?
s
No is not a carrier problem, looking at the log the call is reaching.
c
So if the carrier isn't blocking the number, the call is going through, but my client doesn't have send straight to voicemail, why is it getting sent straight to voicemail. what is the issue and how to resolve it? My client is a lawyer who gets calls from unknown callers all day.
s
Contact AT&T to check if any call screening or voicemail services are active at the carrier level
c
Quick follow up question: - I didn't always have the verified number enabled. - Before verification, I made a few outbound calls to this same AT&T client over several weeks, and they never rang through. - Now that the number is fully verified with retell, the problem persists on this specific client. Do you think it's possible that the early unverified calls triggered an ActiveArmor "spam risk"/"nuisance" flag on this number (due to pattern detection, VoIP origin, short durations, etc.), and that flag is sticking around even after verification? And would starting with a verified number from the first call have prevented the marking entirely?
s
Yes, it’s possible that some early unverified calls caused the carrier to flag the number as spam. To avoid this in the future, we should get a new number and verify it before making any calls.
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