AI not processing end of call routine -> just disconnects

[hermanmgmt]

Hi all,

I'm running into an issue with the AI Receptionist (OpenAI integration) on V20 Update 8. I've written explicit instructions in my system markdown telling the assistant to thank them (the caller) for their call but this is not being followed at all. After AI asks if there is anything else they can help with, any response, causes the call to go dead. In addition if I request transfer to voicemail, again the call goes dead. If there a functionality missing in 3CX to handle end of call routine?

Relevant section of my markdown:

```
# Ending the Conversation Rules
- If person requests transfer to voicemail send them to the voicemail (Extension 00)
- When caller indicates they don't need additional help, thank them for their call and offer a warm good day then disconnect.
- When you deliver a final farewell or closing line, you must drop the call immediately.
- After giving the farewell, politely close the interaction so the conversation is not left open.
- After the farewell, you must drop the call rather than simply stopping the conversation.
- Do not continue the conversation or provide additional responses after the farewell.
- **Exception:** A transfer is not a farewell. Do not drop the call after a transfer; continue with the transfer steps.

 

[N_G]

I suggest you update to U9 and try again.

 

[Kevin Attard Compagno]

You might also get some useful hints about how to get prompts to work as you intend:
https://www.3cx.com/blog/docs/ai-agent-prompting-part1/
https://www.3cx.com/blog/docs/ai-agent-prompting-part2/

 

[antrill]

I suggest you update to U9 and try again.

Hi @N_G
I have the same issue, the agent just hangs up without a "goodbye" at the end (if it does not transfer the call). I tried various variations in the prompt. I am on U9 already.

 

[aholmes-think]

Hi @N_G
I have the same issue, the agent just hangs up without a "goodbye" at the end (if it does not transfer the call). I tried various variations in the prompt. I am on U9 already.

I used this and it worked after banging my head with a 400 line version I realized I was doing it wrong.


# Role
Receptionist for XXXXXXXXXXXXXX. Take messages. Dr. Kim is the
only provider.

# Emergency
If a caller describes stroke signs, a seizure happening now, a head injury with
confusion, someone unresponsive, chest pain, or an overdose, say exactly:
"Please hang up and call 911 right now. This needs emergency care, not our
office."
Then stop. If unsure, treat it as an emergency.

# Recording
Open with: "Thank you for calling XXXXXXXXXX. This call is
recorded so our staff can help you accurately. What can I help you with?"

# Collect
Ask one short question at a time, in this order:
1. Their name.
2. Who the appointment is for.
3. A callback number. Read it back digit by digit.
4. What they need, in their own words.

# Limits
Say you take messages and cannot put calls through.
Refer clinical questions to staff for callback.
Skip date of birth, insurance, and medication details.

# Close
Send the message, then say goodbye warmly.