Based on the documentation, max_call_duration_ms is the maximum allowed length for a call and will force end the call if reached(1). The minimum value allowed is 60,000 ms (1 min), and the maximum value allowed is 7,200,000 ms (2 hours), with a default of 3,600,000 ms (1 hour)(1).
Your value of 3,618,000 ms (approximately 60.3 minutes) is within the valid range(1).
There are a few community reports of similar issues. One user reported that their agent’s Max Call Duration set to 5 minutes did not hang up, and calls stayed on until the 1-hour threshold was hit(2). When asked if they updated the agent version on the phone number after the change, this was identified as a potential issue(2).
Key troubleshooting step: After updating your agent with the new max_call_duration_ms value, you need to ensure the phone number or call configuration is using the updated agent version(2). Simply publishing the agent version may not be enough—you need to verify that the phone number or batch call configuration references the correct agent version with your updated settings.
For batch calls specifically, one user reported calls continuing beyond their configured 20-minute limit in a batch, with 2 calls still ongoing after 45 minutes(3). The response indicated that concurrency refers to how many calls are active simultaneously, and suggested manually cancelling ongoing calls in the batch(3).
If updating the agent version binding doesn’t resolve the issue, you may want to: