@Evy AI — I submitted a support ticket but got generic links Retell AI #❓・ai-evy-support

@Evy AI — I submitted a support ticket but got gen...

saiago llc

03/02/2026, 9:29 PM

@AI Evy @Evy AI — I submitted a support ticket but got generic links. This is a SIP-level issue I need human help with. Inbound calls to my Telnyx SIP trunk number ring but never connect to my agent. Outbound works perfectly with the same agent. I captured a full SIP trace confirming: - Telnyx INVITE reaches sip.retellai.com - Retell responds 100 Trying → 180 Ringing - Retell never sends 200 OK — call rings forever until caller hangs up - Call never appears in my Retell Call History Setup: Custom telephony, Telnyx, FQDN connection, SRV DNS, TCP transport. Agent is assigned for both inbound and outbound on the number. Since Retell is accepting and ringing the call but the agent never picks up, this seems like a Retell-side routing issue. Has anyone seen this before or can someone from the team take a look? Happy to share the full SIP trace.

AI Evy

03/02/2026, 9:29 PM

Thanks for tagging me @saiago llc. I'll look through relevant sources and get back to you shortly.

AI Evy

03/02/2026, 9:29 PM

: 1. Verify the phone number is correctly imported with the right agent bound for inbound calls 2. Confirm no previous agent assignments are cached 3. Check Telnyx logs for any additional SIP error details For this specific routing issue, you may need direct support. Check out these resources: - [Custom Telephony Overview]() - [Telnyx Integration Guide]() - [Hire certified Retell partner]() Would you like me to provide a general answer based on SIP troubleshooting knowledge, or do you have call IDs you can share for the team to investigate?

AI Evy

03/02/2026, 9:29 PM

### Answer Based on your SIP trace showing Retell responding with 100 Trying → 180 Ringing but never sending 200 OK, here are some areas to investigate: ## Check Origination Settings For inbound calls not connecting, the documentation specifically recommends: "Please check your origination setting in your SIP trunking provider. Also check the logs in your telephony provider, and perhaps open a ticket with them." [(1) ]() ## Verify Number-to-Agent Binding There's a documented case where inbound SIP calls were routed to an old/deleted agent even though only one agent was configured. This was described as a "cached SIP routing issue" requiring a reset of the inbound SIP routing for the phone number. [(2) ]() If you previously had different agents assigned to this number, there may be a routing configuration that needs to be reset. ## Transport Configuration You mentioned TCP transport. Ensure your origination SIP URI includes the transport method explicitly: - For TCP:

sip:sip.retellai.com;transport=tcp

[(1) ]() ## Similar Symptoms A similar issue was reported where calls showed repeated SIP signaling (180 Ringing) but never connected, with no call records appearing in the Retell dashboard. The investigation pointed to "a SIP routing or signaling failure before the call ever reaches Retell" or issues with "the exact Request-URI, To/From headers, transport (UDP/TCP/TLS) , and codec offer against Retell's inbound SIP requirements." [(3) ]() ## Next Steps Since calls aren't appearing in your Retell Call History at all, this suggests the call isn't being properly routed to your agent internally. I'd recommend

AI Evy

03/02/2026, 9:30 PM

To learn more, see the sources I considered: [[1] Custom Telephony Overview](https://docs.retellai.com/deploy/custom-telephony) [[2] Reset the Inbound SIP Routing](https://community.retellai.com/t/reset-the-inbound-sip-routing/411) [[3] Discord message from @ahmtbyzd22 on 2025-12-30](https://discord.com/channels/1186424376300679209/1186462578310910112/1455597062954418268)

AI Evy

03/02/2026, 9:30 PM

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.

Previous Next