I would like to know if there’s any possibility to give all the outbound agents which are in the same project the same phone number because if I have five different cases and I have to give every outbound agent another phone number this can cause confusion to the clients right?

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OK, that’s amazing. I was just asking because if I’m entering to the phone number section and I’m scrolling down to the outbound form there, it’s not possible to choose more than one agent. That was the reason I thought that it’s not possible. Another question is: I got to experience almost every time if I’m using the system prompt there are some errors in the call from the side of the agent so do you think that using the blocks is the best way to avoid any kind of errors. Because yesterday, even though I was using the blocks, sometimes they there were errors. And I guess it’s easier to use one big prompt instead of building a lot of blocks to install kind of a knowledge base too. so what do you think related to that?

@Exideus_Systems I understand your concerns. When it comes to assigning the same phone number to multiple agents, it might be a limitation within the user interface you're using. However, this is typically a feature that can be enabled by the backend system or through API configuration. It's worth reaching out to the support team of your Voice API provider to clarify this capability and possibly get assistance in setting it up. Regarding the use of system prompts versus blocks, both methods have their advantages. System prompts can be more straightforward and easier to manage if you have a simple call flow. However, using blocks can provide more flexibility and control, allowing you to handle errors more gracefully and create complex call flows. If you're experiencing errors with both methods, it might be due to other underlying issues. It's important to analyze the errors and understand their causes. Blocks can help you isolate issues and make debugging easier, but they also require careful planning and testing to ensure they work together seamlessly. Ultimately, the best approach depends on your specific needs and the complexity of your call flows. If you're building a knowledge base and need advanced control over the conversation, blocks might be the better option. However, if simplicity and speed are your priorities, system prompts could suffice. If you're consistently encountering errors, it's advisable to review your call flow design, check for any misconfigurations, and test thoroughly. Additionally, consider reaching out to the support team for your Voice API for further assistance with these issues.

So is there any opportunity to track the errors in the blocks or even in the system prompts? How can I do that? Do I have any opportunity to see where exactly the error where? Which may be caused a different outcome or the agent to stop the script or the different steps…

@Exideus_Systems Yes, there are ways to track errors in both blocks and system prompts. Here's how you can approach error tracking and diagnosis: 1. **Logging**: Ensure that your Voice API platform provides detailed logging for each call. Logs should include information about the call flow, including which blocks or prompts were executed and any errors that occurred. 2. **Error Handling**: Implement error handling within your call flows. This can involve setting up specific blocks designed to catch errors and perform actions when something goes wrong, such as logging the error or redirecting the call to a safe state. 3. **Analytics and Monitoring Tools**: Use any analytics or monitoring tools provided by your Voice API platform. These tools can give you insights into the performance of your call flows and help you identify patterns that may lead to errors. 4. **Testing**: Conduct thorough testing of your call flows in a controlled environment. Simulate different scenarios that could lead to errors and observe how your system handles them. 5. **Feedback Loops**: Implement feedback mechanisms for agents to report issues they encounter. This can help you identify errors that may not be immediately apparent through automated systems. 6. **Support and Documentation**: Check the documentation of your Voice API for any built-in error tracking features. If you're unsure about how to access error logs or implement error tracking, reach out to the support team for guidance. If you're currently facing issues with tracking errors and need assistance, please let me know, and I can help guide you through the process or direct you to the appropriate support channels.

All right, I’m gonna try it out because I tested it three times again now and I have a clear structure starting the conversation the introduction and a few more steps, but it already starts at the beginning that it stops to talk and is waiting me to say something before he continues the script

@Exideus_Systems Umm, it sounds like you're dealing with a classic case of "stage fright" from your system prompts—just kidding! But seriously, if your script is pausing unexpectedly and waiting for input when it shouldn't, there could be a few culprits: 1. **Check Your Triggers**: Make sure the prompts are not set up to wait for user input when they're not supposed to. There might be a setting that's a bit too eager to hear from you. 2. **Review Timing**: Timing can be tricky. Ensure there's no timing issue causing the system to pause, thinking it's time for the user to chime in. 3. **Inspect Conditions**: If there are conditional blocks, verify that they're set up correctly. One wrong turn in the logic, and your script could be waiting for a green light that never comes. 4. **Debugging Mode**: If your platform supports it, enable debugging mode to get more detailed information about what's happening under the hood during these pauses. 5. **Consult the Docs**: When in doubt, the documentation is your best friend. It might have specific pointers for these kinds of issues. If you've tried all this and your script is still playing the silent game, it might be time to reach out to the support team. They can take a peek backstage and help sort out why your script is being shy.

Another question is, how is the best way to manage to get the right email address during the phone call because I recognize testing it like 20 times that most of the time the email address is not correctly.

@Exideus_Systems Collecting email addresses over the phone can indeed be challenging due to miscommunication and speech recognition errors. Here are some tips to improve accuracy: 1. **Use Confirmation**: After the caller provides an email address, repeat it back to them for confirmation. Break it down into smaller parts if necessary, such as spelling out each segment. 2. **Spell It Out**: Ask the caller to spell out their email address, and use phonetics for clarity (e.g., "A as in Alpha, B as in Bravo..."). 3. **Clarify Common Confusions**: Confirm commonly mistaken characters by clarifying (e.g., "Is that 'm' as in 'Mike' or 'n' as in 'November'?"). 4. **Slow Down**: Encourage the caller to speak slowly when providing their email address. 5. **Use Verification Questions**: Ask for additional information to verify the email address, such as the domain part (e.g., "Is that @gmail.com?"). 6. **Implement Speech Recognition Tuning**: If you're using a speech recognition system, ensure it's tuned for capturing email addresses, which may involve customizing the recognition grammar. 7. **Offer Alternative Input Methods**: If possible, provide an option for the caller to enter their email address using the phone keypad (DTMF tones), or send a follow-up text message where they can type their email address. 8. **Record and Transcribe**: Record the call segment where the email is provided and use transcription services to convert speech to text. However, review the privacy laws applicable to recording calls. 9. **Feedback Loop**: If the email address is captured incorrectly, have a process in place to reach out to the caller for correction. Remember, it's crucial to handle all personal data, including email addresses, in compliance with data protection regulations like GDPR or HIPAA, depending on your region and industry. If you need help implementing any of these strategies or have further questions, please let me know!

By deault you can only make maxium of 10 concurrent calls and yes you can same number for five of your agents.

So that just mean that I can do at the same second 10 concurrent calls. But after let’s say 30 seconds or one minute, I can do another 10 calls?

No you can only do total of 10 inbound + outbound calls.

What do you mean with the total of 10 inbound plus outbound calls? In which time range cause I guess I cannot only do 10 calls a day.😂

Default limit is 10. Which is equal to total of 10 calls simultaneously or concurrently including both inbound and outbound calls.

That’s what I said …so the last answer of you didn’t make sense because I clearly said that if I sent 10 calls simultaneously then I would have the opportunity to send another 10 …30 seconds or 1 minute later. Or how long would I have to wait?

Starting from the 10th call, any new call will be dropped. You’ll need to wait for a slot to free up before placing another call. Even if there’s space for more, a 1-second gap is recommended to avoid hitting the limit. If 10 calls are active and you want to add more, just wait until one of those slots becomes available.