We run a lot of calls for our clients but retell is making scaling difficult.
All of our calls recently (regardless of the TTS provider) have huge crackling making it near impossible to understand the agent. Latency on paper is average but on the phone its close to 3 seconds easily. It seems like something in the connection is breaking. This is further demonstrated by high LLM streaming failures which obviously add latency.
On top of that gpt5.6 is very smart and quick but sometimes it just does not generate a response at all. For example, if a user says ok to a question, it will just deem that not worth responding too. It is very strange behaviour from an LLm and i dont know if it is on your end or its just the model behaviour?
Hey @explitho Could you please create a new support ticket Support Help here and share the relevant Call IDs and a detailed description of the issue? This will help us investigate the problem more efficiently.
So the crackling is on every phone call regardless of the actual TTS provider - i have experienced it with platform voices, fish audio, elevenlabs, cartesia.
Here is a call ID call_db9943946cd152fcd785dfd202f
You can see the high rate of LLM streaming failures occuring. As well crackling which is not noticeable on the recording but happens on the actual phone call.
Hi @mark! I’d be happy to create a support ticket, but my account doesn’t have access to the Support Portal because it’s using a non-business email. Could someone either create the ticket for me, or let me know an alternative way to submit it?
I’d be happy to attach the audio file but I do not see an option to do so here. call_b932db6b9eb04d3ed8d891c62a3
Important to note that the recording is crystal clear without any issues, but on the actual call (which I recorded live on another device) the network quality is poor.