checked your SIP trunk configuration make sure you enter the correct termination URI, auth username, and auth password you can also delete and re-import the number if its still not working then ensure your telephony provider allows international calling to Brazil

they sent me this

Analysis of Your Call Errors: Error Code: Q.850 Cause Code 21 (Call Rejected) with SIP 603 Decline Telnyx Error Code: D17 All calls are failing immediately (0 seconds duration) What I Verified: Your account is active and NOT blocked. Your phone number (+5511953265099) is active on your account. Brazil (BR) is properly whitelisted in your Outbound Voice Profile. Your SIP connection "silfercompany" is active and properly configured. There are no current service incidents affecting outbound calling. Root Cause Identified: The call records show your calls are originating from a LiveKit cloud domain (sip.livekit.cloud). The D17 error code combined with SIP 603 indicates the calls are being rejected at the authentication/authorization level, likely due to how the SIP traffic is being routed through the third-party platform. Recommended Troubleshooting Steps: Verify SIP Authentication: Ensure your LiveKit integration is using the correct Telnyx SIP credentials (username and password) for the "silfercompany" connection. Check SIP Registration: Confirm that your SIP endpoint is properly registered with Telnyx before attempting outbound calls. Review Caller ID Format: Ensure the caller ID is being sent in proper E.164 format (+5511953265099). Check Account Balance: Verify you have sufficient funds in your account for outbound calling via the Mission Control Portal. Helpful Documentation: Troubleshooting Call Completion Telnyx SIP Response Codes Outbound Voice Profiles Given the urgency of your situation and the complexity of the LiveKit integration issue, I recommend escalating this to our technical support team for deeper investigation. Would you like me to escalate this ticket to a human support engineer who can review the SIP signaling in detail? Best, Telnyx AI support@telnyx.com | +1.888.980.9750

2026-01-15 10:30:34 -03 0:00 phone_call $0.000 call_de54ca1bd76882a001ff085bf50 telephony provider permission denied not_connected Unknown +5511953265099 +5534998774139 outbound Unsuccessful @Shah - support @ Retell AI i did all steps, checked telnyx info, and got same error

Conor Mc Quillan (Telnyx) 15 Jan 2026, 13:24 GMT hello team, Thank you for the clarification. Since Retell initiates the call and Telnyx receives it back, this points to a Telnyx-side routing issue rather than a Retell configuration problem.We're investigating why Telnyx is routing these calls to destinations that return 486 User Busy. The logs show Telnyx routing to both your endpoint (10.239.15.24:5070) and retellai.com (18.98.16.120), both of which reject with 486. Given this started Monday with no changes on your end, we're checking for routing configuration changes i will update you soon Best, Conor Mc Quillan Product Support Engineer Intern @ Telnyx support@telnyx.com | 1.888.980.9750

can you send me any information that might help TS why telnyx isnt recieving the calls?

im in critical outage

@Shah - support @ Retell AI the problem is in the routing on retell

the call is going on a loop

calls*

@Omar Ashraf | Community Lead i already setted all up again on telnyx, and the error persist, can you send me the complete log of this call: 2026-01-15 12:16:29 -03 0:00 phone_call $0.000 call_3eeed0eb388b0ada2d6127667c2 telephony provider permission denied not_connected Unknown +5511953265099 +5534998774139 outbound Unsuccessful

try yourself

user silfer pass silfercompany.com +5511953265099 SIP : sip.telnyx.com

Can you share the pcap file for this call ?