Failover actions

Failover actions control how a voice bot responds when a call fails during an ongoing call (a call that is already connected), allowing it to perform a predefined action, such as playing an audio prompt or transferring the call, instead of disconnecting immediately.

Errors that trigger failover

Failover can be triggered by the following types of errors:

• Bot framework errors

• Speech service errors

• Logical errors on VoiceAI Connect

Failover handling options

When a failure occurs, the bot can perform one or more of the following actions:

• Play a prompt to the user (textual or audio file).

• Transfer the call (to a human agent or to another bot).

• Disconnect the call with specific reason.

To configure failover actions:

1. In the Navigation pane, select Bot connections.

   

2. Click Edit on the bot connection for which you want to configure failover actions.

   

3. Click the Features tab.

   

4. Under the 'Select features for your bot connection' section, expand Settings.

   

5. Select one or both of the following toggle switches to turn on the required Failover actions feature:

   • Play prompt - Plays a predefined audio message when a failure occurs.

     1. Under 'Play URL', enter a media URL.

     2. Under 'Media format', choose the desired media format (Wav format or Raw formats are available).

   • Transfer call - Transfers the call to a specified number upon failure.

     1. Enter a SIP 'Header name' and 'Header value' pair, to allow metadata about the failure to be passed to the receiving agent.

6. Click Update.