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Hi Retell team,Our Retell-purchased number +128920...
# ❓・ai-evy-support
p
@AI Evy Hi Retell team, Our Retell-purchased number +12892031896 (retell-twilio, Canada, nickname "Frontdesk Number") stopped receiving inbound calls on July 6 at approximately 1:06 PM Eastern and has received zero inbound calls since. Callers hear a carrier message — "the number you are calling is not available" — and no call attempts appear in our call history. The last successfully logged call is call_af8b02aeca9a04778389028bb5e (Twilio SID CA1ac29ae20bcdfd1b2d87d83ec12fc480) on July 6 at 13:06:39 ET. The number is correctly configured on our side: it is bound inbound and outbound to agent agent_a2b7ffdb986dba01ed7c49dea3, our account concurrency is 20 with zero current usage, and our billing is in good standing. We believe we know what may have triggered a block: shortly before the cutoff, our call history shows short loops where the number appears to call itself (e.g., July 6 at 11:34:16–11:34:26 and 13:06:39). We traced this to carrier-side call forwarding at the clinic — calls our agent transferred to the front-desk line were forwarded back to this number when that line was busy. We are removing that forwarding and adding a loop guard to the agent so a bounced call is never re-transferred. Could you please confirm whether this number was blocked or suspended (by Retell or upstream by Twilio), and based on the story let me know the most likely reason this happened so we can avoid it happening again in the future? and comment on how to avoid it if you know.
a
Thanks for tagging me @punk8357. I'll look through relevant sources and get back to you shortly.
### Answer Based on the available documentation, I can provide context about call disconnection reasons and number management, but I cannot directly confirm whether your specific number was blocked or suspended by Retell or Twilio. What the documentation shows: The Debug Call Disconnection guide lists several disconnection reasons that could be relevant [(1) ]() : - 
marked_as_spam
(not_connected) : "Outbound call not connected, the number dialed is marked as spam" - 
scam_detected
(error) : "Error, scam detected for that particular agent" - 
invalid_destination
(not_connected) : "Outbound call not connected, the number dialed is invalid" The documentation notes: "Please note that when phone numbers engage in a lot of short calls in a short period, they might be marked as spam at carrier level, which in turn leads to the number being blocked and showing up as `dial_failed`" Regarding your call-loop scenario: Your analysis about the forwarding loop is sound. The pattern you described—where calls transfer to a clinic line that forwards back to the same Retell number—creates exactly the kind of unusual traffic pattern that carriers flag. Short, repeated calls between the same numbers can trigger spam detection at the carrier level . How to avoid this: Your mitigation strategy is correct: 1. Remove the carrier-side forwarding that creates the loop 2. Add a loop guard to prevent re-transfers Next steps: For confirmation about whether the number was suspended and to restore service, you'll need to contact Retell support directly through the [Customer Support Portal]() or [support@retellai.com](support@retellai.com) , as this requires account-level investigation that isn't available through documentation [(2) ](
vaya) .
​ To learn more, see the sources I considered: [[1] Debug call disconnection](https://docs.retellai.com/reliability/debug-call-disconnect) [[2] Avaya](https://docs.retellai.com/deploy/avaya) ​
Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
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