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Troubleshooting Agent Communication Issues in Thoughtly Application

Avatar of Artur DouraSoftArtur DouraSoft
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I need help I'm facing some issues regarding my agents, every time I send a call whatever the method I use, it may be via API, via UI within the thoughtly front end app, the agent remains in silence but from bg-noises, its been happening very much these days, I already came here with that topic some days ago, but this time, I'm unable to use Thoughtly due to that issue, could you take a look Torrey Leonard? here some responses: https://app.thoughtly.com/agent/eXEjxYCZ/responses/1e6bd15c-9d0a-4c46-9e07-54e606bbb6d1 https://app.thoughtly.com/agent/eXEjxYCZ/responses/2efc5a0c-d268-41e6-a09c-ab11e08a3bb6 https://app.thoughtly.com/agent/eXEjxYCZ/responses/4db52a49-8e6e-4904-8caa-4a04a0274cef

4 comments

  • Avatar of Colin
    Colin
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    Hi Artur! I am taking a look into this now. Looks like you may have identified the issue already, is that correct?

  • Avatar of Colin
    Colin
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    It seems the calls are now working as expected after changing the voice. Can you confirm this has resolved the problem on your end?

  • Avatar of Tony K
    Tony K
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    I've had similar issues where the agent thinks the caller is talking (if someone is on speaker, etc.) and it doesn't respond well. Are we saying that changing the voice will fix this? If so, what voices should we be staying away from

  • Avatar of Colin
    Colin
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    Hi Tony, this fix is only for the issue where the agent was not answering at all with this specific agent voice.