Call Tab

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Overview

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Max Call Duration

• Maximum call duration: Sets the maximum allowable runtime for any single call session handled by the agent.
• Allowed range and unit: Specified in seconds (e.g., 90 for 1.5 minutes, 300 for 5 minutes, 1800 for 30 minutes). Supported range is 10 to 3600 seconds (up to 60 minutes).
• What happens when the limit is reached: When the active call duration reaches this limit, the platform automatically and gracefully terminates the call.
• Why it matters: Protects against runaway calls, infinite loops, and unexpected billing charges from dropped caller connections.

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Silence Timeout

• What counts as silence: Any period during a call where the Voice Activity Detection (VAD) engine detects no human speech input. Ambient background noise is automatically filtered out.
• When the timer starts: The silence timer starts (and resets) immediately after the agent finishes speaking and is waiting for a response from the caller, or during pauses between caller conversational turns.
• What happens after timeout: If the caller remains silent for longer than the configured timeout, the agent automatically ends the call session to free the telephony channel.
• Allowed range and unit: Configured in seconds (supported range: 5 to 60 seconds; default is 10 seconds).

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Telephony Provider

• Supported providers:
  • Twilio — Global carrier connectivity and high reliability.
  • Plivo — Cost-effective voice routing, especially for India and APAC destinations.
  • Acefone — Enterprise cloud telephony and virtual PBX routing.
• How to configure and select:
  • Tenant Default: Automatically inherits the default telephony provider configured in your organization’s Integrations.
  • Explicit Selection: Choose a specific provider from the dropdown to route calls for this particular agent through a dedicated account.

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Caller ID

• Purpose: The phone number presented as the caller identity (CLI) on the recipient’s phone screen during outbound calls and automated campaigns.
• Source of the number: Sourced from verified numbers purchased or registered under the Phone Numbers section.
• Requirements:
  • Must be a valid phone number in standard E.164 format (e.g., +14155552671 or +919876543210).
  • Must be verified or owned under your connected telephony carrier account (see Caller ID Verification).
• Outbound-call behavior: The carrier transmits this number in SIP signaling headers, displaying it to the callee. Inbound calls returning to this number route directly to the assigned agent.

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Integrations

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Configuration Example

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Complete Call Tab Configuration

# Agent Studio - Call Tab Settings
max_call_duration: 300       # 5 minutes maximum call duration
silence_timeout: 10          # 10 seconds silence timeout
telephony_provider: "Plivo"  # Route through Plivo
caller_id: "+14155550199"    # Verified company caller ID

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Expected Call Behavior

• Outbound Caller Display: The callee sees +14155550199 on their incoming call screen.
• Silence Handling: If the conversation ends and the callee doesn’t hang up, the agent waits 10 seconds of silence before automatically hanging up.
• Duration Limit: If the call exceeds 300 seconds (5 minutes), the session is terminated automatically to prevent open-line billing.