https://retellai.com/?utm_source=discord&utm_medium=seo logo
Powered by
telephony cost issues
# ❓・bug-report
d
o
checking
d
thank you Omar
o
Hello @Dk , I've checked your org , and you are not getting any extra charges , your phone number is Canadian and this is Canadian price per minute $0.03
d
so the $272 is normal?
is this listed on retell's website, and if I get a USA number would it be cheaper or no cost for that telephony charge?
I thought all I had to pay for was the number + retells cost of ai
didn't realize I had to pay for the telephony services (twillio)
o
Yes you are being charged for telephony you can connect your own phone number and then you will not be charged for it.
and also I notice that most of your call are call transfer
d
yes they are mostly transfers
i don't understand why it charged me 272 i only used 1037 minutes
is that the price for usa number? ^
i'm assuming this is why it charged so much?
o
That's why I mentioned the call transfer , after the call being transferred we only charge for telephony, and since most of your call are transferred and they stay for a while after the transfer you are getting charged for it. https://cdn.discordapp.com/attachments/1473011313428140183/1473014439430193213/image.png?ex=6994ab19&is=69935999&hm=048f143ffd6f4570b4017f6c10231c03731f16ec6826e917ba4951814715a1bf&
d
can I disable that? the charging after transfer
I switched over from synthflow ai because I thought it would be cheaper, but retell seems to be more expensive...
o
You can use a custom telephone and we will not charge you for it.
d
is there no way retell can disable it for me? The reason I ask is because when I use a retell ai purchased number, i can use the transfer feature "Display caller id as user's number", but when i use my own sip trunk that does not work. I have confirmed this with twilio and it is a regulation that they have. Only works when I use a retell purchased number.
Is there any way we can disable the charge after transfer for my workspace when using a retell ai number?
the call transfers do work with sip trunk for caller id as the ai agent number, but not the user who called in.
o
The agent exits, but the PSTN leg is still connected and managed by Retell until the call fully terminates Because the same telephony session is still active, telephony charges continue for the transfer duration This is why telephony minutes are billed post-transfer. The agent/LLM billing stops at transfer completion, but telephony does not until hang-up.
d
so there is no way of disabling it?
or is there a solution for the call transferring caller id to show as the users when i connect my sip trunk?
o
unfortunately no, since the provider is the one who charging it
d
okay
what about this?
o
with the cold transfer yes.
d
so cold transfer with the setting as users number for displayed caller id?
o
with Twilio is should work fine
d
why not with warm transfer?
o
its from the provider not allowing it if they allow it , it will work.
d
i just tried with the cold transfer
it did not work
the display caller id as users number does not work with sip trunk
o
Share the call id and I will take look
d
call_fafbadfffed37e8fbca6d16c353
2026-02-16 18:07:07.369 call_fafbadfffed37e8fbca6d16c353 error: Error transferring call, SIP status code: 403 SIP error category: telephony_provider_permission_denied Error: twirp error unknown: unexpected status from INVITE response: sip status: 403: Caller ID is unauthorized. A Valid Caller ID is either a DID you have purchased from Twilio or a verified Caller ID.
o
use sip refer
d
would that show the users caller id?
okay so that worked, only issue is the call transfer music is gone
am I able to add music?
o
I will add it as feature request it.
d
okay I appreciate that, what would a timeline look like for it to get implemented?
o
I don't really have a timeline for it , any update I will let you know.
d
is the telephony cost for retell canadian 0.03 usd or canadian dollars
o
usd
d
is that possible?
o
Its up to the provider at this point.
d
got it
PreviousNext
Powered by