We are testing the new AI Customer Service Agent in V20 Update 10 for first-line technical support and have found that the agent checks on the caller after 10 seconds of silence.
Is this timer configurable, or is the 10-second value currently fixed in AI 1.6.10?
Environment
3CX V20 Update 10 – 20.0.10.1277
3CX AI – 1.6.10
Agent Type: Customer Service
OpenAI Realtime: gpt-realtime-1.5
Voice: Marin
Use case: Level 0 / Level 1 technical support before human handoff
Problem
When the AI gives the caller a troubleshooting step and the caller needs time to complete it, 3CX checks on the caller after exactly 10 seconds.
Verbose 3CXAI.log shows:
Silence check ACTIVE
Silence timer armed: 10s
Exactly 10 seconds later:
silence timeout: counter 1
3CX then queues:
SayStep
text="Check if the caller is still there."
We have reproduced this consistently.
For example, one test shows the timer armed at 14:24:17.614 and the silence timeout at 14:24:27.615.
Another test shows the same behaviour from 14:19:58.937 to 14:20:08.938.
Why this is a problem
For a Customer Service Agent being used for first-line support, 10 seconds is too short for many normal troubleshooting operations, for example:
Requested improvement
Could the silence/check-in timer please be made configurable per AI Agent?
Ideally:
Is this timer configurable, or is the 10-second value currently fixed in AI 1.6.10?
Environment
3CX V20 Update 10 – 20.0.10.1277
3CX AI – 1.6.10
Agent Type: Customer Service
OpenAI Realtime: gpt-realtime-1.5
Voice: Marin
Use case: Level 0 / Level 1 technical support before human handoff
Problem
When the AI gives the caller a troubleshooting step and the caller needs time to complete it, 3CX checks on the caller after exactly 10 seconds.
Verbose 3CXAI.log shows:
Silence check ACTIVE
Silence timer armed: 10s
Exactly 10 seconds later:
silence timeout: counter 1
3CX then queues:
SayStep
text="Check if the caller is still there."
We have reproduced this consistently.
For example, one test shows the timer armed at 14:24:17.614 and the silence timeout at 14:24:27.615.
Another test shows the same behaviour from 14:19:58.937 to 14:20:08.938.
Why this is a problem
For a Customer Service Agent being used for first-line support, 10 seconds is too short for many normal troubleshooting operations, for example:
- restarting a system
- restarting a connected device
- restarting an application
- checking a printer
- moving to another workstation
- waiting for equipment to reconnect
Requested improvement
Could the silence/check-in timer please be made configurable per AI Agent?
Ideally:
- configurable timeout, for example 10 / 20 / 30 / 60 seconds
- ability to disable the check-in
- or preferably an agentic mechanism that lets the AI temporarily suspend the silence timer when it has explicitly told the caller to perform a task and wait
