Voice agent very choppy today and unable to converse on the phone

Support Help
1

Hi! My phone voice agent has been working well over the past few weeks! Today suddenly the voice agent is really poor quality- very choppy, broken, cuts in and out. I reviewed all my settings on the voice and they look good. I am thinking its a retell network issue or such? Can you please help!

e.g. call ID: call_c03f8d9426e9a4618349ccaf698

e.g. call ID: call_17aac3e120fda269391f0b66eb7

Fyi things i tried to fix this issue- I tried changing the voice agent a few times, tried using different llms, tried tweaking some settings on the agent, tried using different wifi (although should have no relation!) but no luck- agent is choppy/cutting in and out! It occurs in the above call IDs (and more!) as well as when i hit `Test your agent` on my retell agent page- https://dashboard.retellai.com/agents/agent_6d6d6653b63afa4748d52b0ba1 :folded_hands:

2

Thank you for reaching out to Retell AI Support. We’ve received your ticket and our team will respond within 8 hours.

1 Like
3

This is blocking our flows (we dont want to serve real customers this choppy agent) so quick resolution/ debugging would be much appreciated!

4

Hi there,

Thanks for flagging this. I’ve raised the issue internally for engineering team to investigate and will keep you updated once I receive their feedback.

Regards,
Stanley
Support @ Retell AI

1 Like
5

THanks for your reply! Great- hope we can get this resolved super soon/by tomorrow with new business coming in! :crossed_fingers:

6

Hi! any word?

Aarthi

7

checking on this

8

Same issue for me. Agents are normally fine and without issue. Today, choppy, cannot hear or speak correctly to callers. Need to fix ASAP please.

1 Like
9

@bruce, can you share a call id? We seem to see some Cartesia issues with the API change but thats fixed now.
Is this still happening? @aarthi

10

Last I checked around 9pm eastern problem NOT solved. 410 484 1111

1 Like
11

Hi hi Cartesia issues with the API change ←- what does this mean, could you share more?

Yesterday morning ~10m ET I created a brand new agent from scratch with similar settings/ same cartesia voice and its working well so we are doing this. BUT if i try the same agent with your fix, its still broken and choppy.

ANy clarity on whats happening is much appreciated and if I can follow any notes somewhere. This is likely to come up again