Skip to content
Voice LogicaVoice LogicaDocs
EN
Open app

Common questions

2 min read
Copy as Markdown
View as MarkdownOpen the raw .md file.md

Short answers for the cases that are not a whole tab. When something breaks is the symptom map.

The caller speaks another language

Section titled “The caller speaks another language”

Secondary Languages on Voice & Language lets this agent detect and switch. That is enough when the job and knowledge stay the same.

A second agent is for a different line (different greeting, knowledge, tools). Most plans have an agent limit.

  1. Voice & Language - Add language for the switch-in-place path.

    Voice and Language secondary languages
    common-questions-languagesExpand

  2. Or create the English (or Greek) agent if the plan allows. Put it on Call handling - Transfer as type AI agent, and tell this agent when to hand off.

  3. Or On Key Pressed then transfer to another AI agent (“For English, press 9”). Keypad settings live on Call handling - Advanced.

The agent hears the phone number wrong

Section titled “The agent hears the phone number wrong”

Speech on a phone line drops digits. Do not collect a card or a long ID the same way.

  1. Skip Turn on, with a template for a phone number.

    Skip Turn phone number template
    common-questions-skip-turnExpand

  2. Instructions: ask for digits one by one.

  3. For a code they must get right - On Key Pressed.

Email never matches what they said

Section titled “Email never matches what they said”

Do not take an address by voice. Look it up and Send Email from that field.

If you still collect it on the line, add a boolean on Call results so someone can filter Calls and fix it from the recording.

Call results analysis properties
common-questions-call-resultsExpand

Concurrent calls

Section titled “Concurrent calls”

Two limits, the lower one wins:

  1. Subscription & Billing - concurrent-calls on this plan.
  2. The trunk - Your own carrier must have enough channels.

Open Subscription & Billing for this company rather than copying an old plan table.

Subscription and Billing plan limits
common-questions-billingExpand

The agent talks over them

Section titled “The agent talks over them”

That is usually Skip Turn off or vague, not a broken phone. Call handling - Advanced interruption settings are for barge-in - digits still need Skip Turn.

Skip Turn is on and it still interrupts
Gear prompt
Use a template (phone / order / product code).
Instructions
One line that the tool exists.

Then Try this agent and read a number slowly.

Next Steps

Section titled “Next Steps”
When something breaks.Skip Turn.Contact support.