I am having clients complain that transfer audio q...
# ❓・ai-evy-supportd
Davide Nicorescu
05/29/2026, 4:45 PM@AI Evy I am having clients complain that transfer audio quality is bad, when the agent hands over the client on the other end of the line he is saying that the quality drops down a lot and barley can understand the person, has happend multiple time to him
a
AI Evy
05/29/2026, 4:45 PMThanks for tagging me @Davide Nicorescu. I'll look through relevant sources and get back to you shortly.
AI Evy
05/29/2026, 4:45 PM### Answer
Based on the available sources, audio quality issues during call transfers aren't specifically addressed in the documentation. However, the sources do cover relevant telephony configuration that could impact audio quality.
Retell AI supports multiple audio codecs through SIP connections [(1) ]() :
- PCMU
- PCMA
- *G.722 (HD) *
The platform also supports different transport methods :
- *TCP (Recommended) *
- UDP
- TLS
- mTLS
For media encryption, SRTP is supported when transport is set to TLS .
If you're experiencing audio quality degradation during transfers, I'd recommend:
1. Checking your telephony provider's codec configuration
2. Verifying you're using TCP transport (the recommended option)
3. Reviewing your SIP trunking setup if using custom telephony
For specific troubleshooting of audio quality issues during transfers, I'd suggest reaching out to support with call IDs where this occurred, as they can review the public logs and latency metrics available after calls end [(2) ]() .
Check out these potentially useful sources: [Custom Telephony Overview]()
AI Evy
05/29/2026, 4:45 PM
To learn more, see the sources I considered:
[[1] Custom Telephony Overview](https://docs.retellai.com/deploy/custom-telephony)
[[2] Get Call](https://docs.retellai.com/api-references/get-call)
AI Evy
05/29/2026, 4:45 PMFeel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.