So we noticed that almost all our calls when they transition to transfer node ends call instantly with End Reason: user_hangup but that didn't make sense at all because people said yes, they said okay to be transferred and once AI reaches transfer node the call ends instantly. After looking at logs we noticed error. Call Examples: call_ad650498de45419bbc559960ba1 call_7850114aff0ca3f75d8d06ec861 Attached image of the error. https://cdn.discordapp.com/attachments/1463968434646679604/1463968435116445717/Screenshot_2026-01-22_204155.png?ex=6979b11a&is=69785f9a&hm=52976c9171b3e62b9956847305b0cf433acc3ad13a4e36b735bee09375a15f40&

hello

Yo

Are you using Retell Telnyx numbers?

Yep

warm transfer or cold

warm

In Displayed Caller ID are you using agent number or user number

let me check

Verify the number is in correct E.164 format (e.g., +14157774444) also share sip connection logs

Yes we are using this format +14157774444, does this setting make any difference? (image) Where I can find that - "also share sip connection logs" ? https://cdn.discordapp.com/attachments/1463968434646679604/1463980461154898093/Screenshot_2026-01-22_213336.png?ex=6973cd8d&is=69727c0d&hm=1905bb59ad7a40ca246c1a41a3553cf93703d2624a15275c9f9003728d7e7ba0&

go in call history click the first session id in the bottom you will find detail log and at the top conversation analysis

Yeah I'm not sure if you asked for this, because I don't see anything related to SIP log only Detail log, but can't find there anything related to SIP just "custom sip headers { 'X-Telnyx-Username..." and the error that I uploaded in the image https://cdn.discordapp.com/attachments/1463968434646679604/1463984309806567520/Screenshot_2026-01-22_214727.png?ex=6973d122&is=69727fa2&hm=d85a811102d5a14b14ad04da69d0f5ef7c820c7fe4ce8c33d71a4c4349a96e41&

yes provide detail log

Okay, I’ll share this with team. Once I receive a response, I’ll let you know.

Any update @Shah - support @ Retell AI ?

team has checked the calls ids which is fine. They are still checking the issue

@Shah - support @ Retell AI hi, any update?

no update yet

Hi, the transfer_call tool is failing, while it was perfectly working before : tool_call_id: transfer_call_ed97a6 {"status":"Transfer call cannot be completed, probably don't have the permission to perform the transfer.. Please inform the customer that the transfer did not go through and offer to try again or assist them directly."}

Can you create a new ticket and share the call id