Call handling

Live call flow

Call handling is the runtime path from incoming audio to agent response and tool execution. Use it to understand greeting, silence, transcription, response timing, and call closure.

A good live call feels calm, sequential, and easy for the caller to follow.

How voice agents handle live phone conversations once routing is already in place.

Call Flow

Incoming Call → Telephony Provider → Nuvoca Websocket → Agent → Response → Telephony Provider → Audio

Agent Behavior During Calls

Greeting

Agents use time-based greetings configured in agent settings:

Time Range	Greeting Used
5 AM - 12 PM	{morning_greeting}
12 PM - 6 PM	{afternoon_greeting}
6 PM - 5 AM	{evening_greeting}

Silence Handling

Setting	Description	Default
initialSilenceTimeoutMs	Wait time for caller to speak first	2500ms
segmentationSilenceTimeoutMs	Silence before sending speech to AI	1500ms

Tools During Calls

Voice agents can use tools during calls: - Forwarding Tool: Transfer to another number - Conference Tool: Add participants - End Call Tool: Terminate the call - Email Tool: Send email follow-ups

For the callback assistant, the normal pattern is:

1. collect the callback details
2. confirm the callback number
3. run the Email Tool or API tool
4. close the call cleanly

If the assistant triggers a tool before the callback details are complete, the issue is usually in the system prompt or the tool's execution description.

What to check during a test call

For the callback-assistant workflow, a good live test call should confirm all of the following:

1. the greeting plays in full
2. the assistant asks only one question at a time
3. the assistant captures the caller name, company, and reason for the call
4. the assistant confirms the callback number instead of assuming it
5. the assistant only runs tools after the callback details are complete
6. the assistant closes the conversation politely

Call Recording

Call audio can be recorded for: - Quality assurance - Training data - Compliance requirements

Configure recording settings at the tenant level.

Analytics

Track call metrics: - Call duration - Agent response time - Tool usage - Sentiment analysis (if enabled)

After the call

After a callback test call, review:

• whether the handoff email or API payload contained all required fields
• whether the call summary matches what the caller actually said
• whether the tool fired at the correct moment
• whether the caller sentiment suggests interruption or confusion problems

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Voice Debugging

Enable voiceDebugEnabled in agent options to see detailed call flow information.