Advanced

Call handling - Advanced is for live conversation problems. Leave every control at the default until a test call shows one of the symptoms below.

Recording and retention are a different tab: Recording & Privacy. Brand names the agent mis-hears belong on Voice & Language (How the agent hears), not here.

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Do not tune this on day one

Shape Identity, attach Knowledge, set Hang up, then Try this agent. Come here only with a concrete complaint:

The agent talks over me when I say wait or read a number

TURN ONInterruption handlingNEEDSAllow interruptions. Also check Skip Turn.

It stops itself on every breath or a TV in the background

TURN ONVoice Sensitivity - raise itNEEDSMove toward Requires loud, clear speech. Harder to trigger on noise.

It misses quiet callers

TURN ONVoice Sensitivity - lower itNEEDSMove toward Picks up quiet voices. Can also pick up a radio.

They were cut off while typing digits

TURN ONPhone keypad inputNEEDSRaise how long to wait, keep # as the end key unless your IVR already uses something else.

Change the word that wakes the assistant on my calls

TURN ONStandby - Wake phrasesNEEDSNew agents start with “Logica” and “Λότζικα”. See Assistant during calls.

If you must change something - one symptom at a time

1. Reproduce on Try this agent

   Same room noise, same number-reading, same keypad. If you cannot hear the bug, do not move a control.

2. Change one section, save, try again

   Voice Sensitivity and interruptions fight each other if you move both. Keypad is independent.

3. Standby - the wake words

   Enable standby is on for every agent. On a call between people (you and a customer on Noema, the Windows app or a desk phone) the agent stays silent and answers only when you say a wake phrase: see Assistant during calls. It needs a voice and a compatible model - the info on the tab lists the requirements.

   Wake phrases

   New agents start with Logica and Λότζικα; delete either chip to drop it. Empty = nothing wakes the agent. Up to 5. Never a person’s name: the agent would wake every time someone says it.

   Sleep phrases

   Only for calls the agent answers itself: what a human says to make it go quiet until a wake phrase. Empty = it never sleeps on those calls.

   Switch Enable standby off and the agent never speaks on calls between people.

4. Interruption handling

   Prevent interruption during response (when on): the AI finishes its current sentence before customers can interrupt.

   When can customers interrupt the AI? offers modes with an example conversation on the tab (for example Allow immediate customer interruptions). Read the example before you pick. A smart / evaluate mode may add rule + success/fail messages - only if a simple mode is wrong.

5. Phone keypad input

   What happens when the caller presses keys on their phone.

   How long to wait for keypad input

   After this many seconds of no input, the AI continues (often 5).

   Which key ends the input?

   Commonly # (Hash / Pound key). Some setups also offer a timeout-style end option such as Timeout (5 sec). Change the end key only when your existing IVR already uses something else.

   The digits land on On Key Pressed as dtmf_input.

   

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Troubleshooting

Should I tune this on day one?

No. Identity + Knowledge + Hang up + a good test call first. Then come here for one concrete complaint.

Standby does nothing

No voice, or the model is realtime. Confirm Enable standby is on. On calls between people, the agent that wakes is the Default analysis agent of Call settings - check that one, not the agent that answers your number.

I allowed interruptions and it still talks over digits

That is Skip Turn, not Voice Sensitivity. Enable it and use a phone-number template.

It hears our street name wrong

Voice & Language custom vocabulary / Keywords - How the agent hears. Sensitivity will not teach it a word.

Next Steps

Hang up - How the agent hears - On Key Pressed - Recording & Privacy