Hi, I’m using Twilio Elastic SIP trunking with Retell custom telephony. Existing number works: +447427914908 New number attached to the same trunk: +447476563455 When I try to add the new number in Retell → Phone Numbers I get: Internal Server Error Calls to the number reach sip.retellai.com but return “user busy”. Twilio Call CAf7d5a157a12f4ea471cc1572c553cebb Could you check why the SIP number mapping cannot be created? https://cdn.discordapp.com/attachments/1479896942036389938/1479896942212284527/d7878bae03dd529a2848154ae9b9d61de3f1ebbd_2_473x500.png?ex=69adb4ee&is=69ac636e&hm=5c66d28c4b97cf340541ebeec0b048b503561a5522f7c442ae9a5df968a2f7ed&

Hi @Nythix

Okay thanks,

Hello @Nythix , Kindly check our documentation on integrating custom telephony providers: https://docs.retellai.com/deploy/custom-telephony We also have a specific guide on connecting Twilio account via SIP trunking: https://docs.retellai.com/deploy/twilio

Hi Shah, I've already got a number set up and working on the trunk. When looking to add another number I get the above error. Everything with the second number is the same as the first

ok @Nythix i check with the team

Any update with this? I have clients waiting on movement

Hi @Nythix The error logs show the following: The Termination URI is missing for this phone number's configuration: +447476563xxx The number +447427914xxx has a Termination URI already set to reteltrunk.pstn.twilio.com

So how do I fix this?

Hi @Nythix

inbound

Are there too many simultaneous calls active?

there are no calls active

Ok i check with the team to look

Do you know average response rate as I have a client waiting on this? Cheers

As soon we get a reply we get back to you

Okay, can we move to unresolved plz, this is quite urgent. Thanks

Hello @Nythix , our records show that the number added as " +44 7476 563455 " with spaces in between. Please try to delete that number and re-add it without any spaces, and let us know if that works.

You said that last time when my number didn’t work..this is a format issue and not relevant. I’ve already tried it with no spaces and it still doesn’t work

Hello, apologies for this. We have escalated issue to the team and will get back to you once recieve a reply.

It's been 48 hours since I submitted this request, really need some feedback on this today

Hello @Nythix , can you share your org id , and your problem is that you can't add the number or you when you add it , it doesn't work ?

org_6LXzN4e3ysohLciQ is my ID. I've added +44 7476 563455, added to me retel trunk but when I call it it says the line is busy. I have another number on the same trunk, hooked up the exact same and it works fine, this new number keeps saying busy however. I have tried readding it without the spaces and same thing

Great.