The Call Tab controls how the agent behaves at the call level: how it handles voicemail, what happens during extended silence, when to terminate a call, and how transfers are executed.
Voicemail Detection
Enable Voicemail Detection
When enabled, DialNexa uses AMD (Answering Machine Detection) to determine whether the call was answered by a live person or a voicemail system. If voicemail is detected:
- The agent can play a pre-recorded voicemail message instead of running the full conversational flow.
- The call is ended after the voicemail message completes.
- The call record in Call History shows outcome
voicemail.
AMD detection has an inherent latency of 2-5 seconds while it analyzes the initial audio of the answered call. During this period, neither the agent nor the voicemail message plays. For outbound calls where speed-to-answer matters, weigh this trade-off.
Voicemail Message
The message the agent plays if voicemail is detected. This is static TTS content rendered using the current voice and audio settings. It does not run through the LLM.
Write a concise voicemail message (under 30 seconds when spoken). Include:
- Who is calling
- The purpose of the call
- A callback number or next steps
- An opt-out instruction if required by local regulations
Example:
Hi, this is a message for {{customer_name}} from Acme Corp. We're calling about your appointment on {{appointment_date}}.
Please call us back at 1-800-555-0100, or ignore this message if you've already confirmed. Thank you.
Retry on Voicemail
Whether to retry the call when voicemail is detected. This setting is linked to the Auto-Retry configuration. If retry on voicemail is enabled in Auto-Retry settings, the call is redialed according to the retry policy. If disabled, voicemail is treated as a final outcome.
Silence Timeout
End Call on Silence
When enabled, the agent ends the call automatically if the caller has not spoken for a configured number of seconds after the agent finishes speaking. This prevents calls from hanging open indefinitely when a caller has put down the phone or walked away.
Silence Timeout Duration
The number of seconds of silence before the call is ended. Common values:
| Duration | Use Case |
|---|
| 10-15 seconds | Active transactional agents where extended silence is not expected |
| 20-30 seconds | Agents where callers may be looking something up |
| 45-60 seconds | Agents where callers are expected to take time (e.g., entering a code, retrieving a document) |
Silence Prompt
An optional message the agent plays when silence is detected, before ending the call:
Are you still there? I can wait a moment. If you need to hang up, feel free to call back anytime.
Maximum Call Duration
Max Duration (Minutes)
The maximum length of a single call in minutes. When this limit is reached, the agent ends the call regardless of the conversation state.
Set this to a reasonable upper bound for your use case. A call that runs over the maximum duration is almost always stuck in an unexpected state. Common values:
| Agent Type | Suggested Max Duration |
|---|
| Simple transactional (appointment booking) | 10 minutes |
| Support tier 1 | 20 minutes |
| Complex support or sales | 45 minutes |
Do not set max duration to an extremely high value to “be safe.” Long calls that reach the limit end abruptly without a natural closing. Set the limit to a value slightly above your expected longest normal call.
Transfer Settings
Enable Transfer
When enabled, the agent can transfer the call to a phone number during the conversation. Transfers are triggered by a Transfer Node in the flow or by a function call that returns a transfer instruction.
Default Transfer Number
The phone number to transfer to when a transfer is triggered without a specific destination specified. This acts as a fallback destination.
Transfer Announcement
An optional message the agent plays before initiating the transfer:
I'm going to connect you with a member of our team now. Please hold.
Transfer Timeout
If the transfer destination does not answer within this number of seconds, the agent can either end the call or return to handling it. Configure the behavior in the Transfer Failure Behavior field:
- End call: Hang up if the transfer destination does not answer.
- Return to agent: Continue the conversation with the Voice AI agent.
- Play message: Play a static message and end the call.
Save Changes
Click Save to save to the current draft. Publish to apply to live calls.
