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10 Twilio numbers imported via API, all returning ...
# ❓・ai-evy-support
s
@AI Evy 10 Twilio numbers imported via API, all returning dial_failed. Original 918 number works fine. Same trunk, same config. Need outbound routing activated on these numbers." Give them the list of 10 numbers and the trunk SID TKa312f2c8728f2f4169607caec289251d. why does this keep happening?
a
Thanks for tagging me @Solomon. I'll look through relevant sources and get back to you shortly.
### Answer Based on the available documentation, when Twilio numbers fail with "dial_failed" errors while using the same trunk configuration, there are several common causes to investigate: [(1) ]() [(2) ]() Common Issues to Check: 1. Termination SIP URI Configuration [(1) ]() - Ensure there are no spaces in your Termination SIP URI - Use a localized termination URI near your region (check [Twilio's localized URIs documentation]() ) - The URI should end with 
.pstn.twilio.com
[(3) ]() 2. Authentication Credentials [(1) ]() - Verify the username and password are correct - Note: The username is NOT the friendly name shown in the credential list - check the actual username in the credentials dialog 3. Geographic Permissions - Go to Twilio Console and search for "geo" to find "Voice Geographic Permissions" - Select "Elastic SIP Trunking" and ensure the countries you're dialing to are enabled 4. Twilio Account Propagation [(2) ]() - If you recently upgraded your Twilio tier or added a new trunk, it can take time to propagate from Twilio's end - New trunks may need time before outbound calling becomes fully functional For Your Specific Situation: Since your original 918 number works fine with the same trunk (TKa312f2c8728f2f4169607caec289251d) , the trunk configuration itself is likely correct. The issue may be: - The 10 newly imported numbers need time to propagate in Twilio's system - Geographic permissions may not be enable
d for the destination countries you're calling - There may be a mismatch in how the numbers were imported via API versus the working number To resolve this, verify: - Your Import Number API call included the correct 
termination_uri
, 
auth_username
, and 
auth_password
[(1) ]() [(3) ]() - All required geographic permissions are enabled in your Twilio console [(1) ]() - Allow some time for propagation if the numbers were recently added to the trunk [(2) ]()
​ To learn more, see the sources I considered: [[1] Twilio](https://docs.retellai.com/deploy/twilio) [[2] Issues Using Twilio Number](https://discord.com/channels/1186424376300679209/1337934884177707068) [[3] Get Phone Number](https://docs.retellai.com/api-references/get-phone-number) ​
Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
Thanks for the follow-up, @Solomon. I'll get back to you soon.
s
@AI Evy still not working
a
### Answer Since the basic configuration checks haven't resolved the issue, let's look at deeper troubleshooting steps for 
dial_failed
errors: [(1) ]() Check the Call Detailed Log for SIP Error Codes In your Retell dashboard, examine the call history and detailed logs for these failed calls. The logs contain the disconnection reason, SIP error code, and error message that can identify the root cause. Verify Your Import Configuration Double-check that each of the 10 numbers was imported with identical configuration to your working 918 number: [(2) ]() - **Termination SIP URI**: Must match exactly (no spaces, correct localized URI) - **Username and Password**: Verify these match your Twilio trunk credentials - **Format**: Ensure all numbers are in E.164 format If the configuration is incorrect, delete the imported numbers and re-import them. [(1) ]() Contact Your Telephony Provider If the call detailed log doesn't provide enough information and the configuration is correct, check with Twilio directly to see what errors they're seeing on their side. Additional Twilio-Specific Checks For outbound calls specifically: [(2) ]() 1. Verify your Termination SIP URI uses a localized termination URI near your region 2. Confirm IP whitelisting includes Retell's SIP SBC CIDR block 
18.98.16.120/30
3. Check that authentication credentials (if used) are correctly entered - the username is different from the friendly name Can you share what you see in the call detailed logs for one of the failed numbers? That will help narrow down whether this is a Twilio-side routing issue or a configuration mismatch.
​ To learn more, see the sources I considered: [[1] Debug outbound connection issues](https://docs.retellai.com/reliability/debug-outbound-call) [[2] Twilio](https://docs.retellai.com/deploy/twilio) ​
Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
s
"I accidentally changed the SIP credential password for my Twilio trunk (Clearearthsolar, CL09711bff87df18d96f4d0db22ed71ca3). My original 918 number is now showing telephony_provider_permission_denied. What was the original credential password you set up, or can you reset it?"
@AI Evy "I accidentally changed the SIP credential password for my Twilio trunk (Clearearthsolar, CL09711bff87df18d96f4d0db22ed71ca3). My original 918 number is now showing telephony_provider_permission_denied. What was the original credential password you set up, or can you reset it?"
a
Thanks for the follow-up, @Solomon. I'll get back to you soon.
### Answer The 
telephony_provider_permission_denied
error indicates that the SIP trunk authentication failed. [(1) ]() [(2) ]() This happens when the credentials (username and password) don't match what's configured in your Twilio trunk. [(1) ]() Retell AI does not store or have access to your Twilio SIP credential passwords. These credentials are created and managed entirely within your Twilio account. [(3) ]() To resolve this: 1. In Twilio Console, navigate to your Elastic SIP Trunk (Clearearthsolar, CL09711bff87df18d96f4d0db22ed71ca3) 2. Go to the Termination tab 3. Under Authentication, locate your Credential List 4. You can either: - Reset the password to a new value you'll remember - Create a new credential if you prefer 5. Update your imported number in Retell with the new credentials: - Go to your Retell dashboard - Find your 918 number - Update the 
auth_username
and 
auth_password
fields to match what you just set in Twilio Important note: When checking your Twilio credentials, the username shown in the credential list is the "friendly name" - you need to click into the credential to see the actual username that should be used for authentication. If the configuration is incorrect, you may need to delete the imported number and re-import it with the correct credentials. [(1) ]()
​ To learn more, see the sources I considered: [[1] Debug outbound connection issues](https://docs.retellai.com/reliability/debug-outbound-call) [[2] Debug call disconnection](https://docs.retellai.com/reliability/debug-call-disconnect) [[3] Twilio](https://docs.retellai.com/deploy/twilio) ​
Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
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