# 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](https://docs.voicelogica.ai/agent-configuration/recording/). Brand names the agent mis-hears belong on **Voice & Language** ([How the agent hears](https://docs.voicelogica.ai/agent-configuration/transcription/)), not here.

  <ShotPlaceholder
    src="/assets/agent-configuration/advanced.png"
    name="advanced"
    alt="Advanced - standby, voice sensitivity, interruption handling"
    capture="Call handling - Advanced."
  />

## 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 on **Interruption handling** (needs Allow interruptions. Also check [Skip Turn](https://docs.voicelogica.ai/agent-configuration/built-in-tools/).)
- **It stops itself on every breath or a TV in the background** — turn on **Voice Sensitivity - raise it** (needs Move toward Requires loud, clear speech. Harder to trigger on noise.)
- **It misses quiet callers** — turn on **Voice Sensitivity - lower it** (needs Move toward Picks up quiet voices. Can also pick up a radio.)
- **They were cut off while typing digits** — turn on **Phone keypad input** (needs Raise 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 on **Enable standby** (needs Shared 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](https://docs.voicelogica.ai/workflows/keyword-pressed/) as `dtmf_input`.

     <ShotPlaceholder
       src="/assets/agent-configuration/advanced-keypad.png"
       name="advanced-keypad"
       alt="Phone keypad input on Advanced"
       capture="Advanced scrolled to Phone keypad input."
     />

## 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](https://docs.voicelogica.ai/agent-configuration/built-in-tools/), 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](https://docs.voicelogica.ai/agent-configuration/transcription/). Sensitivity will not teach it a word.

## Next Steps

[Hang up](https://docs.voicelogica.ai/agent-configuration/end-call/) - [How the agent hears](https://docs.voicelogica.ai/agent-configuration/transcription/) - [On Key Pressed](https://docs.voicelogica.ai/workflows/keyword-pressed/) - [Recording & Privacy](https://docs.voicelogica.ai/agent-configuration/recording/)