Agent doesn't speak after pressing digit until customer speaks first

Support Help
21

Hi Shah,

This call worked as expected and you can see botht he press digit tool call and the agent transfer tool call: call_d6746881d4827cc58c69736a193

on this call i only see the press 1 being pressed: call_501d6b2c1735fb42e3515fcec39

this one also only press but doesnt transfer: call_6d6931b11344161c372c905a756

My customer is complaining and we really need to resolve this issue. Your help is very appreciated.
in the mean time i will see how to implement and look into the other option you had mentioned.

Agent ID: agent_3c834484226cb20911cd849f46
Transfer agent: agent_da3c23843da4ccc774f5f6d80a

FYI, something really weird is that i’m seeing two active calls pop up when i call:

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image3840×1919 279 KB

I was able to get a workaround to deal with this.

Thank you,

22

Hey @supernova77 I’m checking this with the team and will get back to you as soon as I have an update.

Thank You

23

Hey @supernova77 The transfer itself doesn’t appear to be failing. Rather, the LLM is not consistently triggering the agent_transfer tool call alongside press_digit on some calls.
Here are a few recommendations to improve consistency:

  1. Update the agent prompt: Add an explicit instruction such as: “When you hear ‘press N to take this call,’ you MUST trigger both press_digit and agent_transfer in the same turn. Never trigger only one.”

  2. Enable strict mode: You can turn on the “Structured output” from the dashboard. Also, you can try setting toolCallStrictMode: true which is an API setting, to see if it improves tool-calling consistency.

  3. Use a stronger model: Consider testing a GPT-5.x model, as it may handle multiple tool calls more reliably than GPT-4.1.

  4. Simplify the source agent: Consider using a dedicated screening agent with a minimal prompt and fewer tools, whose only responsibility is to press the required digit and transfer the call.

    Thank You