Call settings

Call Settings holds the rules that start, guard and end a call. Agent Settings holds the agent's timezone and its role as a transfer agent. This page covers the limits and those agent options; the detection and keypad features have their own pages.

What is in Call Settings#

End Call on Silence#

Hangs up when the caller has said nothing for this long. The call ends with disconnection_reason: "inactivity".

• Dashboard slider: 10 seconds to 30 minutes, in 10-second steps.
• Field: end_call_after_silence_ms, at least 10,000. Default 600,000 (10 minutes).
• The timer counts from the caller's last speech, so a long agent monologue does not keep the call open.

Before hanging up, the agent can nudge the caller with reminders: see Reminder Frequency on Speech settings. A typical set-up is a reminder after 10 seconds, up to twice, and a hang-up after 30 to 60 seconds.

Max Call Duration#

Ends any call that reaches this length, with disconnection_reason: "max_duration_reached". It protects against stuck calls and runaway cost.

• Dashboard slider: 1 to 120 minutes.
• Field: max_call_duration_ms, 60,000 to 7,200,000. Default 3,600,000 (60 minutes).
• On outbound phone calls, the limit is also passed to the SIP leg when the call is dialled.

Ring Duration#

How long an outbound call rings before Tried gives up. An unanswered call ends with dial_no_answer.

• Dashboard slider: 5 to 300 seconds, in 5-second steps.
• Field: ring_duration_ms, 5,000 to 300,000. Default 30,000.
• Applies to outbound phone calls only.

Needs keys Ring duration is applied by LiveKit SIP when dialling, so it needs telephony configured.

Agent Settings#

Timezone#

Timezone (timezone, an IANA zone, default Australia/Sydney) is used for {{current_time}}, {{current_hour}} and {{current_calendar}}, and for batch call time windows. Set it to where the business is, not where callers are. See Dynamic variables.

Transfer agent#

Transfer agent (is_transfer_agent) makes this agent a transfer agent for agentic warm transfers. Another agent hands a caller to it; this agent calls the destination, briefs them, and then bridges or cancels the transfer.

When it is on:

• Bridge Transfer and Cancel Transfer become available under Functions.
• The Retell LLM gets is_transfer_llm: true.
• Voicemail Detection gains a Bridge caller action, which connects the original caller to the destination's voicemail.

See Functions and tools and Telephony for warm transfers.

Contact memory#

Use memory in calls and Update memory after each call are also in Agent Settings. See Contact memory.

Fields#

curl -X PATCH https://api.tried.com.au/update-agent/agent_3f1c9a7b2d4e6f8091a2b3c4 \
  -H "Authorization: Bearer $TRIED_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{ "end_call_after_silence_ms": 45000, "max_call_duration_ms": 900000, "ring_duration_ms": 25000, "timezone": "Australia/Melbourne" }'

Disconnection reasons from these settings#