Takeover Realtime Calls

🎙️ Call Takeover System

tDoc's Call Takeover feature provides a seamless way for human agents to intervene in AI-managed calls when additional assistance is needed:

🔍 Takeover Overview

The Call Takeover system allows you to:

• Intervene in Active Calls: Jump into any ongoing AI-managed conversation
• Provide Human Expertise: Deliver personalized assistance for complex situations
• Seamless Transition: Customers experience a smooth handoff from AI to human
• Real-time Audio Processing: Ensure natural conversation flow with minimal latency

🎮 How Call Takeover Works

📡 Technical Foundation

The Call Takeover feature uses advanced technologies to deliver a seamless experience:

• WebRTC Technology: Provides high-quality, low-latency audio communication
• Web Workers: Handles audio processing in the background for optimal performance
• WebSocket Protocol: Enables real-time bidirectional communication
• Browser Audio API: Processes both microphone input and call audio output

🔄 Call Handoff Process

When a human agent takes over a call:

1. Activation: Agent initiates takeover from the RTOC dashboard
2. Connection: Secure WebSocket connection established to the call
3. Audio Bridging: Agent's microphone is connected to the call stream
4. AI Pausing: The AI assistant steps back while the human agent speaks
5. Return Control: Agent can end the takeover when assistance is complete

📱 Using Call Takeover

🚀 Taking Over a Call

Follow these steps to take control of an active call:

1. Select the Call: Choose an active call from the RTOC dashboard
2. Review Context: Quickly scan the live transcript to understand the conversation
3. Initiate Takeover: Click the "Takeover" button in the call details panel
4. Grant Permissions: Allow microphone access when prompted by your browser
5. Begin Speaking: Your voice now reaches the caller instead of the AI
6. End Takeover: Click "Hangup" when you're ready to conclude your intervention

🎧 Best Practices

For optimal takeover experiences:

• Use a Headset: Reduces echo and improves audio clarity
• Check Signal: Ensure you have a stable internet connection
• Review First: Scan the transcript before taking over to understand context
• Introduce Yourself: Let the caller know a human agent has joined
• Be Concise: Provide clear, direct assistance for the specific issue
• Proper Handoff: Explain to the caller when you're transferring back to the AI

✨ Key Features

🔊 Audio Quality Controls

The Call Takeover system includes:

• Automatic Gain Control: Optimizes microphone input levels
• Echo Cancellation: Prevents audio feedback during the call
• Noise Reduction: Minimizes background noise for clearer communication
• Audio Buffering: Ensures smooth playback even with network fluctuations

🚨 Emergency Takeover

For urgent situations:

• Priority Queue: Emergency takeovers take precedence in the system
• Alert Indicators: Dashboard shows calls flagged for urgent intervention
• Quick Access: One-click emergency takeover from the call list
• Team Notifications: Alert other team members about emergency interventions

🔐 Security Features

Protecting sensitive call data:

• Encrypted Connections: All audio streams are transmitted securely
• Session Isolation: Each takeover session is isolated from others
• Permission Controls: Only authorized team members can perform takeovers
• Activity Logging: All takeover actions are logged for auditing purposes

🔧 Troubleshooting

🛠️ Common Issues

Solutions for typical takeover challenges:

Microphone Not Working

1. Check browser permissions for microphone access
2. Ensure the correct microphone is selected in your system settings
3. Try using a different browser if issues persist
4. Restart your browser after connecting a new audio device

Audio Quality Problems

1. Use a wired internet connection when possible
2. Close other applications consuming bandwidth
3. Use a dedicated headset instead of built-in microphone
4. Position yourself in a quiet environment

Connection Failures

1. Check your internet connection and refresh the page
2. Clear browser cache and cookies
3. Temporarily disable VPN or proxy services
4. Ensure your firewall isn't blocking WebSocket connections

Next Steps

Now that you understand the Call Takeover feature, explore these related capabilities:

• Call Analytics
• Training AI Assistants
• Team Collaboration