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.

Stay silent until someone says the agent's name

TURN ONEnable standbyNEEDSShared room, or after a human has the call. Most reception agents leave this off.

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 only if you truly need sleep/wake

   Enable standby: the agent stays silent until it hears a wake phrase - like its name. It needs a wake phrase, a voice, and a compatible model - the info on the tab lists the requirements.

   Wake phrases

   Short, unique - the agent’s name, not “hello.”

   Sleep phrases

   What a human says when they are taking the rest of the call.

   Without a wake phrase, standby does nothing and the agent stays awake on purpose.

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

Missing wake phrase, voice, or the model is realtime. The agent stays awake on purpose. Confirm Enable standby is on and wake phrases are filled.

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