Hello! I encountered an issue with my assistant call duration. It has maxDurationSeconds set to 240 but encountered several calls that lasted 900 seconds. This assistant is a part of the squad where another assistant has maxDurationSeconds = 900, but according to the log it did not transfer the call to it. Could you please check? Call id 89b39e0a-d9c4-43ed-b1d4-ffa8b0f0d224 and dc970e64-bfb4-4d60-b3c0-bfb0cc7f1b9b Thank you in advance, Ganna

HeyMiralissa Thank you for creating the ticket! A member of our team will reach out to you shortly.

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Hello! If you can check the call log you will see, this assistant handled the call: "assistant": { "name": "VOICEMAIL DETECTION", .... "maxDurationSeconds": 240, .... "assistantDestinations": [ { "message": "", "description": "If a live person answers (not a voicemail), transfer the call to the DUI - Outbound assistant. Ensure accuracy in voicemail detection. In general the first phrase of the live person will be short, 1-2 sentences, when for the voicemail it can be longer.IMPORTANT: Consider as a Voicemail if you hear the common phrases similar to: \"Please leave your name and phone number, and I will call you back\", \"Recording\", \"I can't take your call right now\", \"Please leave a message\", \"I'll return your call as soon as possible\", \"After the tone\", \"press the pound key\", \"Your call has been forwarded \", \"please record your message\", \"leave a message\", \"business hours are\", \"office hours are\", etc. In general the first phrase of the live person will be short, 1-2 sentences, when for the voicemail it can be longer.", "type": "assistant", "assistantName": "DUI - Outbound" } ]

@Miralissa Thank you for providing the details, Ganna. Based on the information you've given, it seems that the "VOICEMAIL DETECTION" assistant with

maxDurationSeconds

set to 240 was indeed the one handling the call. The configuration indicates that it should transfer the call to the "DUI - Outbound" assistant if a live person answers. Since the calls lasted 900 seconds, which is beyond the configured maximum duration for this assistant, there might be an issue with the voicemail detection logic or the transfer rules not being triggered as expected. I will need to check the call logs for the provided call IDs to understand why the calls were not transferred correctly. Please allow me some time to investigate this issue. I'll get back to you as soon as I have an update. If you need immediate assistance, please don't hesitate to ask support for more info on this.

@Miralissa Checking this issue, allow me some more time on time to verify issue within the call pipeiline.

Hi @Shubham Bajaj ! Unfortunately I'm still seeing an issue, I've set max duration to 60, here is the call with 88 sec: a7d1182b-3269-4d9e-95ce-4720046e3304 , and here is 900: 59caae98-79e5-43b3-ba2c-3807e493eb2a

Hey, we will be having an Office Hour in 20 minutes. Can you hop in and get your query resolved during it?

@Miralissa I took a look at your call log and found about why those calls are running longer than expected. Let me break it down: First, I spotted the following in the call log:

json
"maxDurationSeconds": null,

This explains why your 240-second limit wasn't being enforced - it was basically turned off! So I dug deeper into your squad configuration and found that while each assistant has their own duration limits: - Your voicemail detection assistant is set to 60 seconds - The DUI outbound assistant goes up to 900 seconds - And the appointment booker has 600 seconds But here's the thing - these individual settings aren't what matters most. The squad-level settings (in

membersOverrides

) take priority, and that's where we're missing the duration limit. Here's how to fix it - just add this to your

membersOverrides

section:

json
"membersOverrides": {
  // ... your existing settings ...
  "maxDurationSeconds": 240,
  // ... rest of your settings ...
}

Think of it like setting a house rule that applies to everyone, regardless of their individual preferences. By putting the duration limit in

membersOverrides

, you're making sure it applies consistently across all your assistants. This should get those call durations back under control! Let me know if you need any clarification or run into any other issues.

Hi @Shubham Bajaj I thought I can control the duration for each member. What you propose is just a workaround. Why then the setting for DUI assistant currently overrides them all? My calls end at 900 sec, and this is not a default value, so it randomly picks the assistant to apply the duration for the whole squad. I don't think this is correct. The expected behavior would be to have maxDurationSeconds on each assistant individually and membersOverrides as an option, same as for all other settings

> I thought I can control the duration for each member. Yes you can but this doesn't applies in context of squad. > Why then the setting for DUI assistant currently overrides them all? My calls end at 900 sec, and this is not a default value, so it randomly picks the assistant to apply the duration for the whole squad. I don't think this is correct. If you look into end of call report or call logs, the maxDurationSeconds is set to null for your squad so it's not random. Instead the default value is used. > The expected behavior would be to have maxDurationSeconds on each assistant individually and membersOverrides as an option, same as for all other settings I acknowledge your feedback and intention to utilize this with squads. However, squads operate differently, and maxDurationSeconds must be applied when setting up your call. At this point, we can either utilize the maximum duration from all of your assistants or apply member overrides. Member overrides is effective solution. Unfortunately, member overrides have not been updated with maxDurationSeconds, resulting in null values and defaulting to the typical value for an assistant.

Okay, I see. There's a mistake in the documentation then, the default duration is 600 there. Thank you for clarification!

Hey Miralissa, marking this ticket as done.