The agent goes silent, can't hear the caller, or doesn't sound right
Check voice credentials, language filters, noise cancellation, silence timers, and call length for voice problems.
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Work through the section that matches what you're seeing.
A voice from your own account won't load
If you've connected your own ElevenLabs voice provider and voices won't load, check you pasted the right value. ElevenLabs shows two things that look similar: a long key ID, and the actual API key starting with sk_. Only the sk_ key works here — generate or copy that one and try again.
A voice is missing from the list
The voice list only shows voices for your agent's selected language — change the language first if you're expecting a voice that isn't showing. You also can't pick a voice from a provider that's currently set as your fallback.
The agent can't hear the caller, even though the recording has their voice
This usually means noise cancellation is removing the caller's voice along with background noise — common on forwarded lines, answering services, or numbers behind a phone menu.
- Open Settings → Speech → Noise cancellation.
- Select Environmental, which removes background noise while preserving speech. Enhanced Telephony isolates the primary voice more aggressively.
- Publish and test again on the same route that had the problem.
If you've added a long list of pronunciation or keyword hints, shorten it — a very long list can stop speech recognition connecting properly.
The agent checks in, or hangs up, too early or too late
Open Settings → Call Handling. Under If the caller goes silent, set Check in after, Check-in attempts, and Hang up after the last check-in. Under Call limits, set Maximum call length.
A dialect or accent isn't available
Ask support — this is a capability question rather than something to configure.