Call Settings & Transfers

Configure telephony routing, live call transfers to human agents, silence timeouts, maximum duration guards, and latency optimizations.

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The Call Tab

The Call tab controls live phone call routing, safety timeouts, and human escalation.

Assistant Call Settings

1. Phone Number Assignment

• Number Type: Choose between Inbound, Outbound, or Bidirectional.
• Provider: Select the telephony carrier hosting the number (Twilio, Plivo, or Vonage).
• Number List: Select from your imported workspace phone numbers.

2. Live Call Transfer (Human Escalation)

When a caller asks for a human specialist or presents a scenario outside the agent's scope, Tunk can seamlessly transfer the live call to a phone number or call center queue.

Transfer Configuration Fields:

1. Enable Call Transfer: Toggle to activate the built-in call transfer tool.
2. Assign Number: The destination E.164 phone number where calls will be routed (e.g. +14155552671).
3. Call Transfer Message: Spoken by the assistant right before initiating the SIP transfer:
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   Please hold while I transfer you to our customer support team.

4. Transfer Prompt: Instructions given to the LLM defining when to invoke the transfer:
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   Transfer the call if the caller explicitly requests a human manager, or if they mention a medical emergency or legal inquiry.

3. Safety Guards & Silence Timeouts

Prevent runaway calls and unexpected telephony charges with automated session guards:

• Hangup After Silence (Seconds): If the caller is silent for this duration (e.g., 20 seconds), the assistant politely hangs up the call.
• Max Call Duration (Seconds): Hard ceiling on call duration (e.g., 600 seconds / 10 minutes) to prevent open-line billing if a carrier fails to send a disconnect signal.
• Hangup After LLM Call: Automatically terminates the call after the assistant completes a final statement (useful for one-way reminder calls).
• Call Cancellation Prompt: Spoken by the assistant before terminating an inactive call:
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  I haven't heard a response in a while, so I will disconnect now. Feel free to call us back anytime. Goodbye!

4. Advanced Tab Configurations

Switch to the Advanced tab to fine-tune system-level parameters:

Assistant Advanced Configuration

• Timezone: Set the operating timezone for your assistant. All dynamic time variables (e.g., "good morning", appointment dates) will respect this timezone.
• Optimize Latency: Toggles speculative execution and parallel pipeline streaming to achieve the fastest possible turn-taking.
• Incremental Delay: Adjusts microsecond pacing between sentences to prevent unnatural speech bursts.
• Check If User Online: If silence is detected, the assistant can proactively check if the caller is still there:
  • Trigger Timeout: e.g., after 7 seconds of silence.
  • Check Message: "Are you still with me?" or "Take your time, let me know when you're ready."