The Retell Community is where innovators, call center leaders, and AI enthusiasts come together to share ideas, learn best practices, and explore the future of voice automation. Join to connect with peers, get early access to product updates, and collaborate on building human-like AI voice experiences that transform customer service.

Retell AI

Importing phone number `+1-719-601-8476` and connecting to `inbound_agent_id: agent_1d745e4a9718f4046701d84cdc` does not connect to agent and neither does it show up in the agent page

When sending a GET request for that number, I see the inbount_agent_id field, but when I call the number the agent doesn't pick up either

For inbound calls on imported numbers, you must configure your telephony provider's origination/routing to point to Retell's SIP server (sip:sip.retellai.com). The number won't receive calls just by importing it via API your telephony provider needs to route incoming calls to Retell's SIP endpoint.

this is our connection on telnyx
https://cdn.discordapp.com/attachments/1474100727478616288/1474107689822064774/image.png?ex=6998a544&is=699753c4&hm=a2cc49aeb3ad8175606a9c2483223dbb78699c09ed984446717b52c8c3befe74&

Hi <@1219330853788713100> 
Team can see the phone number is connected
 and Team just called the number by themself and its working
https://cdn.discordapp.com/attachments/1474100727478616288/1474130098272731330/Screenshot_2026-02-20-00-45-30-03_abb9c8060a0a12c5ac89e934e52a2f4f.jpg?ex=6998ba23&is=699768a3&hm=b856fddfa9b05a52ca85d48c10043eb32afbb0a1b046135673b277b876ccd560&

<@1405365110880338062> 

Unfortunately this issue still persists, this time with another imported number and a different agent. 
It seems that it doesn't happen always, but sometimes.


https://cdn.discordapp.com/attachments/1474100727478616288/1476633867002576906/image.png?ex=69a1d5f4&is=69a08474&hm=60e78aca9d7c2b97fd1d446cd7d9bb1114402cf748b8464b3d6938d0dc0f926a&


https://cdn.discordapp.com/attachments/1474100727478616288/1476634061748310108/image.png?ex=69a1d622&is=69a084a2&hm=699ba4314f789b5fb5b5cc9c2c13d2a791fcfadd29ad32fca78f937dfadd3a83&

The agent in the first screenshot is supposed to be the one attached as an inbound_agent to the number shown in the second screenshot

Hi <@1219330853788713100> I escalate this issue to the team again to look

Hello <@1219330853788713100> , a fix will be pushed soon.

Any updates? Number is still not visible/connected to the agent