voicemail always leaving message
# support
j
I have the following system setup... but the AI still leaves a message. I don't want it to leave a message. a77af05a-fb2d-410c-b3a4-11e23849f870 The above call id shows that the call ends via the recording and transcript but it did actually leave a message. You can see the Analysis: Marina from Aqua Action Pool Slides left a voicemail for Jason. She informed him that their company has been recognized for having the lowest prices on pool slides in Australia and offered to send him special pricing information. Marina requested a callback from Jason if he's interested. "firstMessageMode": "assistant-waits-for-user", "voicemailMessage": "", "voicemailDetection": { "provider": "twilio", "voicemailDetectionTypes": [ "machine_end_beep", "machine_end_other", "machine_end_silence" ], "enabled": true, "machineDetectionTimeout": 30, "machineDetectionSpeechThreshold": 2400, "machineDetectionSpeechEndThreshold": 1200, "machineDetectionSilenceTimeout": 5000 },
v
You can continue this conversation by mentioning me in the message.
@jason It seems like you have voicemail detection enabled with the provider set to Twilio, which should ideally prevent the AI from leaving a message if it detects a voicemail system. However, since a message was still left, we may need to adjust the voicemail detection settings or investigate further to ensure it's functioning correctly. Could you please confirm if you would like to adjust the voicemail detection settings or if there's anything specific you'd like to change to prevent the AI from leaving messages in the future?
Got it. Tagging @User for additional help.
j
I just want it to be set up so that no voicemail message is left.
@Shubham Bajaj Can you help with this?
I just did a test call with a voicemail response set and it said the first message and then the voicemail message. d98c83ec-74e4-4216-a754-1a2fe9d88196
Voicemail is not being detected: 64114455-667a-46a7-8aaf-b9dd66400296 afbe69ca-8001-4832-a377-6a3a7cb0bbdb 19a580c4-99f3-4044-b2e4-76fd5e16cd11 f354c5c9-b20e-4946-a155-8e04763a77f7 I don't get it... I have no voicemail message it doesn't work. I have a message it says both first message and voicemail message and not it doesn't detect voicemail. All to the same number all on the same day.
@Shubham Bajaj can you help with this. During testing it is not recognising voicemail.
@Shubham Bajaj same assistant set up called the same phone number with the same voicemail message. This one detected the voicemail but said firstMessage and voicemailMessage - d98c83ec-74e4-4216-a754-1a2fe9d88196 This one can't detect voicemail at all - ee7d89e4-b8ed-439a-a424-39d67283677f Different set up but some issue - voicemail detected - f99066ce-79e2-40e1-a99d-8faa258b0150 Not detected - 19a580c4-99f3-4044-b2e4-76fd5e16cd11, Have tried all different types of set ups and none are detecting voicemail.
@nikhil @Sahil @User @User If anyone can help with this issue please. My client is waiting to get this issue resolved. And I can't see any rhyme or reason to the voicemail not being detected.
s
@jason enable the following properties on your assistant.
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json
voicemailDetection: {
    provider: "twilio",
    voicemailDetectionTypes: [
        "machine_start",          
        "machine_end_beep",       
        "machine_end_silence",    
        "unknown",                
        "machine_end_other"       
    ],
    enabled: true,
    machineDetectionTimeout: 15,  
    machineDetectionSpeechThreshold: 2500, 
    machineDetectionSpeechEndThreshold: 2050, 
    machineDetectionSilenceTimeout: 2000    
}
Also you can learn about all the best practices with Voicemail from here https://www.notion.so/vapi/Handling-Voicemail-in-Calls-142008c8393f80f1abb8de8ecb17842d
j
Thanks @Shubham Bajaj. Voicemail is being detected... However it is saying both firstMessage and voicemailMessage one after another. It shouldn't be saying the firstMessage. 6c96b4fd-b9db-432d-b964-ec569390ae6b @User @User
@Shubham Bajaj @Sahil @nikhil can anyone help with this one. Seems like a Vapi error?
Also, it there is no message said it is still saying the first message. 88ef3d08-58c0-410f-ab30-192632fc6649
Can you please help as I have 2 clients what on a resolve to this issue.
s
logs
šŸ”µ 21:40:51:318 [user LOG] Twilio detected "machine_end_other" in 15000ms šŸ”µ 21:40:51:318 Voicemail Detected. Message Length: 0 Message: šŸ”µ 21:40:51:318 Live Call Manager Ending...(customer-did-not-answer) @jason as visible from logs it took 15 seconds to identify if voicemail because of voicemail nature. You require to change your startSpeakingPlan according to the call nature to wait for little longer before starting speaking out.
j
@Shubham Bajaj I was able to define a set up with the voicemail detection to not say anything. Changing the startSpeakingPlan made no difference. "machineDetectionTimeout": 7, "machineDetectionSpeechThreshold": 2500, "machineDetectionSpeechEndThreshold": 1800, "machineDetectionSilenceTimeout": 2000 Call Id - 93194768-fbb5-48e9-92fc-3275ad6c0f0a HOWEVER... If I do want to leave a voicemail it keeps saying firstMessage and voicemailMessage. Even if I increase startSpeakingPlan to a level that is not useable for an actual call. "startSpeakingPlan": { "waitSeconds": 0.9, "transcriptionEndpointingPlan": { "onPunctuationSeconds": 0.1, "onNoPunctuationSeconds": 1.5, "onNumberSeconds": 0.5
@Shubham Bajaj any more advice on this would be great!
s
logs
šŸ”µ 23:37:16:629 [user LOG] Endpointing timeout 0ms (rule:
smart
) šŸ”µ 23:37:17:131 [user LOG] Twilio detected "machine_end_other" in 6000ms
changes
@jason can you try one call with smartEndpointing set to false. 1. Increase Timeout Bump
machineDetectionTimeout
from 6 to 8 seconds to allow more time for detection:
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json
   "machineDetectionTimeout": 8
2. Adjust Silence and Speech Thresholds - Lower
machineDetectionSilenceTimeout
to 1500ms for quicker silence detection:
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json
     "machineDetectionSilenceTimeout": 1500
- Set
machineDetectionSpeechThreshold
to 2000ms and
machineDetectionSpeechEndThreshold
to 1500ms for smoother speech recognition:
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json
     "machineDetectionSpeechThreshold": 2000
     "machineDetectionSpeechEndThreshold": 1500
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json
"voicemailDetection": {
  "enabled": true,
  "provider": "twilio",
  "machineDetectionTimeout": 8,
  "voicemailDetectionTypes": [
    "machine_start",
    "machine_end_beep",
    "machine_end_silence",
    "unknown",
    "machine_end_other"
  ],
  "machineDetectionSilenceTimeout": 1500,
  "machineDetectionSpeechThreshold": 2000,
  "machineDetectionSpeechEndThreshold": 1500
}
j
@Shubham Bajaj first up couldn't change one of the values to your recommendation. "voicemailDetection.machineDetectionSilenceTimeout must not be less than 2000" This call was with smartEndpointing set to false 2f1eefc6-5616-476c-bec4-70130b348cea This was set to smartEndpointing set to true 9d331f2f-5feb-4a60-99dd-d4ce899d9403 Both examples are saying firstMessage and voicemailMessage.
s
@jason as of now I don't have anything handy for this, the twilio voicemail takes time to identify if it's voicemail or not and by then then it recognises the first message kicks in. It's something from AMD or VoiceMail Tooling side, you can give a try to LLM based voicemail tool.
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json
"tools": [ { "type" : "voicemail"}]
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