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
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.
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
Hi Aarthi, I see your new agent agent_5148282bf48bb160a5e65c67cd uses retell platform voice and hence I am unable to compare your two agents setup. Or do you have another perfectly working agent that uses cartesia voice too to compare? please share. Happy to compare and find the cause.
My new agent agent_5148282bf48bb160a5e65c67cd is working well and leverages kate which seems to be a retell agent as you say
My old agent agent_6d6d6653b63afa4748d52b0ba1 is still NOT working and also leverages kate but a cartesia version it seems like.. even tho the 2 images for kate are the same!
Are you saying the cartesia voices are broken right now? How come?
So what I did was switch away from elevan labs and instead used a local voice. Problem solved.
Interesting with other workflows that still using e/labs, there is no issue with them. But to solve the problem, use a local voice.
Thanks for reaching out. We did have some Cartesia specific issue on March 10 but that got resolved early. However, Cartesia does experience occasional low-level instability on an ongoing basis that triggers retries and cause a brief audio gap. It does contribute to that “sometimes choppy” feeling.
Looking at your call data, your new agent (agent_5148282bf48bb160a5e65c67cd) is performing very well and no TTS errors on any of your calls with the new retell platform voice.
If you notice any instability issues, please let us know.
I’ve been getting issues with voice calls using elevenlabs voices. At first I thought it might be a model issue but the gibberish was happening across multiple models. I have changed to a retell platform voice and this has resolved the issue. Seems to be an ongoing issue with 3rd party voices. Would be good to get this resolved but I’m happy to have a work around in the meantime.
