Voicemail Detection Failing Often?

Support Help
1

Hello, we have voicemail detection set up but it’s failing for about 15% of our outbound calls, especially when there are custom voicemail messages.

The agent believes these are real calls and will try to talk through them, leading to incorrect voicemails being left, increased costs, and broken orchestration (shows up as user_hangup vs. voicemail).

The AI support said to increase voicemail detection time but this seems pretty unreliable. What can we do to increase our success rate in detecting voicemails??

Call IDs where voicemail was incorrectly determined:

call_107d596bf4243f3600e0d0eb16f

call_f14d287cd581ad9e5e6ffb45020

call_5f57985ba5c55a4003bec44d10b

2

Hello @anthony3

Thanks for sharing the call IDs. I’ve forwarded them to our team for further investigation.

We’ll get back to you as soon as we have an update.

Best regards

3

Hello @anthony3

We are flagging these calls for voicemail detection improvement with our team. If this issue is continuously, please share additional call IDs so we can better identify the primary causes of the failures.

Thank You

4

Hey @mark1 what is the update from the team? How should we be updating our agent / calls to alleviate this issue?

5

Hey @anthony3

Could you please share a few more recent call IDs?

Thank you!

6

call_426b01c4ce9d536648c53432f84

7

Hey @anthony3

Some options to try to alleviate this issue:

  1. Enable IVR Hangup

  2. Reduce “End Call on Silence” will be the most impactful

  3. Reduce reminder message frequency to 1 or 2

  4. add fallback voicemail handling logic in prompt like
    “If you have greeted the caller and received no response after your first follow-up attempt, assume you may have reached a voicemail. Say a brief closing message and end the call. Do not continue attempting to engage.”

  5. Slightly lower response eagerness to 0.5-0.6 means agent waits a bit longer giving more time for voicemail greetings to transcribe

    Thank You