📞 Call Disconnection Troubleshooting

Unexpected call disconnections can frustrate users and disrupt important conversations. This guide helps you identify and resolve common causes of call drops and connection issues.

🔌 Sudden Call Drops

Issue: Calls disconnect unexpectedly during conversations

Potential causes and solutions:

1. Network instability

   • Check your internet connection stability and bandwidth
   • Consider using a wired connection instead of Wi-Fi when possible
   • Implement the "Connection Monitor" feature to detect issues early

2. Server resource constraints

   • Monitor CPU and memory usage during peak call times
   • Consider upgrading your plan for higher capacity
   • Implement call queuing for high-volume periods

3. Session timeout settings

   • Adjust the "Idle Timeout" settings for longer conversations
   • Implement "Keep-Alive" signals for extended silent periods
   • Enable the "Session Extension" feature for complex interactions

💡 Tip: Set up automatic callbacks for disconnected calls to improve user experience when disconnections do occur.

⏱️ Call Duration Limits

Issue: Calls disconnect after a certain amount of time

Potential causes and solutions:

1. Plan limitations

   • Check your subscription plan for call duration limits
   • Consider upgrading to a plan with longer call duration allowances
   • Enable "Duration Warnings" to notify users before automatic disconnection

2. Resource optimization

   • Implement more efficient conversation paths for common scenarios
   • Use "Conversation Summarization" to speed up lengthy interactions
   • Create "Quick Resolution" templates for frequent inquiries

3. Call flow design

   • Review your conversation design for unnecessarily long paths
   • Implement "Conversation Checkpoints" to resume after disconnection
   • Create "Multi-Session" capabilities for complex processes

🚫 Failed Call Initiation

Issue: Calls fail to connect or drop immediately after connecting

Potential causes and solutions:

1. Phone number configuration

   • Verify your phone number is properly configured in the dashboard
   • Check that the number is active and billing is current
   • Use the "Number Verification" tool to test connectivity

2. Agent assignment

   • Ensure phone numbers are correctly assigned to active agents
   • Check agent availability and activation status
   • Use the "Agent Connection Test" to verify proper configuration

3. Initial processing issues

   • Check for errors in greeting or initial prompt configuration
   • Ensure welcome messages aren't too long or complex
   • Simplify initial interaction to reduce processing load

📶 Audio Quality Degradation

Issue: Call quality deteriorates before disconnection

Potential causes and solutions:

1. Bandwidth constraints

   • Monitor bandwidth usage during calls
   • Implement adaptive bitrate technologies
   • Use the "Quality Monitoring" tool to detect degradation early

2. Audio processing load

   • Check system resource utilization during calls
   • Consider optimizing concurrent call handling
   • Implement "Resource Scaling" for high-volume periods

3. External interference

   • Provide guidance to callers on optimal call environments
   • Implement advanced noise cancellation for challenging conditions
   • Use the "Audio Quality Enhancement" feature for difficult connections

Remember that some disconnection issues may be on the caller's side, so always collect relevant diagnostic information during support interactions to help identify the root cause.