Suddenly, my agent stops hanging calls. To try to fix it, i define some steps to hangup calls: 1. some stuf .... 4. Say "specific out of context word" (to check the flow) 5. use endCall tool. And, the agent follows the steps, and says the specific word, but NEVER ends the call. Of course, the Enable endCall function, is on. Any help on this?

@Marcos Ramírez It sounds like you've set up a specific word to trigger the end call function, but the call isn't ending as expected. Let's check a few things to ensure everything is set up correctly: 1. Verify that the

endCallPhrases

array contains the exact phrase that should trigger the end of the call. Remember that it's case insensitive, but it should match the spoken phrase exactly. 2. Ensure that the

endCallMessage

is set if you want the agent to say something before ending the call. If it's unspecified, the call will end without any message. 3. Confirm that the

Enable endCall function

is indeed turned on and functioning as intended. If all these settings are correct and the issue persists, there might be a technical glitch or a misconfiguration that needs further investigation. In that case, please ask support for more info on this, and they can help you troubleshoot the problem in more detail.

No, i don't check a word to trigger the encall, i set a flow than includes a "log word" to debug if the agent is following all steps to reach the final point (5) to end the call, and agent goes to point 4, but on point 5, don't end the call

@Marcos Ramírez I see, it sounds like you're using a specific word as a checkpoint to ensure the flow is being followed correctly, but the call isn't ending even after reaching that point. If the agent says the specific word but doesn't end the call, it could be due to a few reasons: 1. There might be an issue with the implementation of the end call function. Ensure that the function is being called correctly in the flow. 2. There could be a condition or a requirement that's not being met for the end call function to execute. 3. It's possible there's a bug or a system error preventing the end call function from working as expected. To assist you further, I would need to check the configuration of your end call function. If you can provide me with the

endCallPhrases

and

endCallMessage

parameters, I can ensure they are set up correctly. If these parameters are confidential or you prefer not to share them, please ask support for more info on this, and they can guide you through a more secure troubleshooting process.

The correct way is "use the endCall tool" ?

@Marcos Ramírez Yes, to end the call, you would typically use the

endCall

tool provided by the Voice API (VAPI). However, it seems like there might be a misunderstanding or misconfiguration in your current setup since the call is not ending as expected. To proceed, I would need to know the exact name of the tool or function you are using to end the call, as "endCall" might be a placeholder for the actual function name. If "endCall" is indeed the correct function, then it should be called at the appropriate point in your flow to terminate the call. If you have the

serverUrl

and any relevant

metadata

, I can help you form the correct request to the server to trigger the end call function. If you're unsure about the details or if the problem persists, please ask support for more info on this.

Ok, i set on the prompt "use the endCall tool" and agent don't hangup, so.. whats wrong?

@Marcos Ramírez It seems there might be a misunderstanding in how the end call functionality is triggered. Simply stating "use the endCall tool" in the prompt won't actually execute the function to end the call. The function needs to be called programmatically within the agent's flow or script. If you have a function or tool specifically designed to end calls within your Voice API setup, you need to ensure that it is being called correctly in the code or configuration where your agent's responses are defined. Since I don't have visibility into your exact setup or the tools available, I can't provide a precise solution. However, if there is a function available for ending calls, it should be executed at the point in your flow where you want the call to end. If you're still experiencing issues, please provide more details about the tool or function you're using to end calls, or ask support for more info on this, so they can give you a more tailored solution.

It works days ago

@Marcos Ramírez If the end call functionality was working previously but has suddenly stopped, it's possible that there has been a change in the system or a bug has been introduced. Here are some steps you can take to troubleshoot the issue: 1. **Review Recent Changes**: Consider any updates or changes made to the system since the last time the end call function worked correctly. Reverting recent changes might resolve the issue. 2. **Check System Status**: Ensure there are no outages or known issues with the Voice API service that could be affecting the end call functionality. 3. **Review Logs**: Check the logs for any errors or warnings that occur when the end call function is supposed to be triggered. This can provide clues as to what might be going wrong. 4. **Test the Function**: If possible, create a simple test case where the end call function is the only action taken to rule out any issues with the flow logic. 5. **Contact Support**: If you've gone through these steps and the issue persists, it may be time to reach out to the support team for the Voice API service you're using. They can provide more detailed assistance and may be aware of any recent issues or changes that could affect the end call functionality. Since the issue seems to be with the system's functionality and not with the configuration, it's important to involve the support team if the above steps do not resolve the problem. If you'd like, I can assist you in closing this support ticket once the issue is resolved.

@Marcos Ramírez Sorry for the late response. Are you still experiencing this problem? If so, could you share: - The recent call ID - When exactly this happened (the timestamp) This would really help me figure out what went wrong!

Call ID: 92891552-294e-4fa2-a9ee-df8a4c9c078b after timestamp: 11:28:51:210 the prompt instructions are use endCall (you can check it by searching for "debug word" i setted "hornitorrinco".

@Marcos Ramírez Can you try another call without Knowledge Base and let me know how it goes? Based on my analysis, because of Knowledge Base tools call is not working as expected. Meanwhile, I will look into refactoring your prompt and try with another model without Knowledge Base.

Im still working on my prompt... so i change it constantly ... also, i need the knowledge base for the asistant... BTW, will be great if .md files will be allowed for knowledge base

@Marcos Ramírez Works for me. I will close this ticket. For new tickets, I suggest following this format for ticket descriptions. - The call ID - When exactly this happened (the timestamp) - What response you expected to get - What response you actually got instead This would really help us figure out what went wrong!