Hi, what to do, if retellai bot, when calling to the number from “quo.com”, starts talking while no one it picked up the phone yet, the bot hears “beep beep beep” ringback and starts talking because it thinks, someone started to talk, but actually it’s a ringback sound. Example call of recording:
This sounds like the bot is interpreting the ringback tone (ringing sound) as speech and responding before the callee picks up. Here are a few things to try:
-
Enable Voicemail Detection — In your agent’s Call Settings, turn on Voicemail Detection. This helps the system distinguish between actual human speech and automated sounds like ringback tones.
-
Lower Interruption Sensitivity — Reduce the interruption sensitivity so the agent is less likely to be triggered by non-speech audio like beeps.
-
Use AMD (Answering Machine Detection) via custom telephony — If you’re using the Dial to SIP URI method with a custom telephony provider, you can leverage your provider’s built-in AMD detection to ensure the call is only connected to Retell after a human answers.
If the issue still persists, could you please share the Retell call ID? This will help us investigate the issue more effectively.
Thank you!
There is another option here, which is potential FAS (False Answer Supervision), which means, you need to check what those “beeps” are. Are these proper “ringback tones” or the call already received a 200 OK signal, and the beeps are “generated from the remote as inband audio”. IF this is FAS, which is becoming way to common over the past year, the use of AMD or Voicemail detection may prove counter productive, as it may actually disconnect calls on a false-positive detection.