Call Routing and Transfers
Transfer Types and Routing Logic
How Routing Decisions Are Made
Routing behavior is influenced by: Intent configuration Assigned action Time-based routing rules Feature flags Safety overrides Guardrail thresholds N...
Overview: Transfers Are Routing Decisions
A transfer is not automatically a failure. ANET transfers calls when: An intent is configured to transfer A caller requests a human Safety escalation ...
Transfer Categories and How to Validate Each
These are configured outcomes of an intent. Example: “Request officer” → Transfer to call-taker These are expected. How to Validate Intent-Based Trans...
How to Perform End-to-End Routing Validation
When new routing is configured: Confirm intent action settings. Confirm fallback number. Confirm time-based routing. Place live test call. Trigger rou...
Key Takeaways
Transfers are intentional routing outcomes. Safety overrides configuration. Guardrails protect stability. Always validate routing with live testing. M...
Call Lifecycle and Duration Controls
Overview: Structured Lifecycle Control
Each call progresses through: Call start Intent resolution Information gathering Action execution Transfer or resolution Summary generation
Maximum Call Duration
ANET enforces a maximum duration threshold. If exceeded: Guardrail activates Call transfers via fallback Transfer reason reflects duration cap This pr...
LLM Timeout Controls
If the LLM: Fails to respond within configured time Experiences provider delay ANET may: Retry Emit thinking indicator Transfer if retry fails
How to Evaluate LLM Timeout Events
Open call timeline. Identify: Delay between caller input and system response. Retry attempts. Timeout trigger. Confirm transfer reason. Compare freque...
Supervisor Lifecycle Monitoring
Supervisors should monitor: Duration-cap transfers Retry clusters Agent failure frequency Calls ending abruptly A trend-level review is more meaningfu...
Administrative Responsibilities
Administrators should: Understand configured thresholds Avoid extreme parameter tuning Validate routing after lifecycle changes Coordinate with Prepar...
Key Takeaways
Calls follow structured lifecycle stages. Duration caps prevent drift. Timeout and retry logic protect stability. Unexpected transfers require timelin...