We just started to use Retall and have some questions
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We are experiencing an echo in the first 2-5 seconds of the AI receptionist’s talk
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We are experiencing a call transfer; the transfer tone (“During Transfer Call” music/ringback) is audible to the customer, but not audible to the AI agent or in the call recording.
From the AI agent’s perspective, there is silence, so the agent incorrectly assumes the customer is still present and starts speaking (e.g., “Are you there?”, “Hello?”, etc.).
As a result:
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The customer hears only the transfer tone and does not hear the AI agent
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The recipient of the transferred call experiences no issues
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The AI agent and call recordings do not capture the transfer audio
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The issue is only visible to engineers reviewing call recordings, not to the customer or the call recipient
This creates misleading call recordings and causes the AI agent to speak during the transfer phase when it should remain silent.