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Configure call behavior and handling.

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Communication Method

  • Two Way: Normal conversation (agent and customer both speak)
  • One Way: Agent only speaks (for announcements)
Recommended: Two Way for interactive agents

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DTMF Enabled

Allows customers to use phone keypad during calls.
  • Enabled: Customer can press numbers for menu navigation
  • Disabled: Voice-only interaction

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Background Ambient

Adds subtle background noise for more natural feel.
  • Enabled: Slight ambient sound
  • Disabled: Pure silence when agent isn’t speaking
Recommended: Disable for professional calls

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Background Thinking

Adds “thinking” sounds (like “keyboard typing”) when agent processes.
  • Enabled: More human-like
  • Disabled: Silent processing

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Transfer To

Phone number or SIP URI for human agent transfers. Format: 
+91xxxxxxxxxx
OR
sip:[email protected]
Use Cases:
  • Escalations
  • Complex issues
  • Customer requests

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Display Phone Number

Choose which number appears on caller ID:
  • Show Caller Number: Customer’s number
  • Show Agent Number: Your business number
Recommended: Show Agent Number for professional appearance

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Transfer Type

How the agent handles transfers:
  • Warm Transfer: Agent stays on line, introduces customer to human agent
  • Cold Transfer: Agent transfers and disconnects
Warm Transfer Prompt: 
The call has been warm transferred to a human agent. Please give 
the human agent a summary of the conversation so far.

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Whisper

Agent whispers to human agent before customer hears them (warm transfer only).

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Silence Time

Seconds of silence before agent prompts customer (default: 8).

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Silence Turns

Number of silence periods before taking action (default: 2).

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Max Duration

Maximum call length in seconds (default: 600 = 10 minutes). Recommended: 300-600 seconds for most use cases

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Silence Prompt

What agent says after detecting silence: 
User has been silent for 8.0 seconds, check on them.

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Agent Responsiveness

How quickly agent responds (0-4 scale). Settings:
  • 0: Slow, deliberate responses
  • 2: Normal (recommended)
  • 4: Very fast, immediate responses

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Preemptive Response

Agent starts generating response before customer finishes speaking.
  • Enabled: More responsive, overlapping conversation
  • Disabled: Agent waits for complete silence
Recommended: Enable to reduce latency

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User Memory

Remember Customer Interactions Store conversation history across calls.
  • Enabled: Agent remembers previous conversations
  • Disabled: Each call is independent
Use Customer Interaction Memory Use stored history in current conversation.

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Agent Backchannel

Filler Words Agent says acknowledgment sounds during customer speech.
  • Enabled: “mm-hmm”, “yes”, “I see”
  • Disabled: Silent listening
Words To Speak Customize filler words: 
e.g. umm, hmm,
Probability How often filler words are used (0.0-1.0).
  • 0.0: Never
  • 0.5: Occasionally (recommended)
  • 1.0: Frequently