Voice & Telephony settings
The workspace-wide voice policy — emergency stop, defaults, disclosure, recording policy, runtime switches, and the timing and memory defaults agents inherit.
SettingsVoice & Telephony is the one place that applies to every agent and every campaign at once. Most of what people try to fix on an individual agent actually lives here, and the Advanced voice behavior defaults at the bottom are what a per-agent override overrides.
Before you start
The AI-voice rows need the Voice plan feature. The carrier cards render on every plan, but connecting a carrier is owner-only, and the emergency stop needs the voice edit permission.
Emergency stop
The first card in the section, and deliberately so. Write a reason — the placeholder asks Why is calling being stopped? — then activate it and confirm Stop all calling in the Activate emergency stop? dialog.
Once active the card reads: All campaigns were paused. No dialing can occur.
Every launch then fails preflight with emergency_stop_active until someone
clears it.
It is workspace-wide and it is immediate
Every campaign pauses, not just the one that worried you. Clearing it does not restart anything automatically — you resume each campaign yourself, and resume re-runs preflight.
Workspace voice settings
| Setting | What it changes | Default |
|---|---|---|
| Default timezone | The fallback timezone for calling windows when a lead has none. | America/New_York |
| Recording policy | Disabled, With consent, or Where permitted. Enforced at preflight — a campaign cannot be approved until one is chosen. | Disabled |
| Post-call analysis model | Which model refines call outcomes — facts, objections, next steps — after each live call. Default, one of the Claude models, or Off for basic extraction only. Basic extraction always runs regardless. | Default (recommended) |
| AI disclosure line | The workspace default disclosure sentence. | This call is from an AI assistant. |
| Default calling window | The window start and end that new campaigns are created with. | 09:00 to 17:00 |
| Default max attempts | The retry attempts new campaigns are created with. | 2 |
| CRM status sync | Terminal call outcomes update the linked CRM lead's early-stage status, next follow-up and timeline. Opt-out compliance applies whether this is on or off. | On |
| Enable live usability tests | Allows real calls to saved test numbers only. Provider, agent validation, consent, emergency-stop, concurrency and credit gates all still apply. | Off |
| Workflow-supervised voice runtime | Applies deterministic stages, listen-first timing, interruption handling, bounded memory and the silence policy to new calls. | Off |
| Noise cancellation on live calls | Cleans the caller's audio before speech detection. Takes effect on the next call. | Off |
Recording policy does not create recordings
The selector is real and preflight requires it, but recording capture is not built in this release. Choosing With consent does not give you audio files. It is a policy record, not a feature switch.
There is one Save settings button for the whole section, with a Saved. note beside it. If the settings fail to load you get an error and a Retry button rather than defaults dressed up as saved policy — do not treat a failed load as a reading of your configuration.
Two rows that may not appear
Workflow-supervised voice runtime and Noise cancellation on live calls only render when the runtime settings are available in your environment. If you cannot find them, they are not hidden behind a permission — they are not provisioned.
Noise cancellation needs a platform switch too
Turning it on here is necessary but may not be sufficient: a platform-level kill-switch has to be armed as well. If it does not appear to take effect, that is why, and it is not something you can change from Settings.
Advanced voice behavior defaults
This is the block agents inherit from. An agent version can override each group individually; where it does not, these values apply.
Human timing
Four numbers, all in milliseconds, that decide whether the agent sounds like a person or like a machine that has been waiting for you to stop.
| Setting | What it changes | Default |
|---|---|---|
| Pickup gate | Minimum delay after pickup before the agent speaks. Range 750 to 5000 ms. | 750 |
| Listen first | How long the agent listens before taking its first turn. Range 1500 to 10000 ms. | 1500 |
| Response delay min | The shortest pause before replying. Range 600 to 2000 ms. | 600 |
| Response delay max | The longest pause before replying. Range 600 to 3000 ms. | 900 |
Change these here, not on every agent
A per-agent override exists — Override workspace turn timing for this agent — but it is for the one agent that genuinely needs a different rhythm. If every agent feels rushed, the workspace defaults are wrong.
Language behavior
| Setting | What it changes | Default |
|---|---|---|
| Policy | Detect once, then stay consistent — or Fixed language, which never switches. | Detect once |
| Supported languages | Comma-separated language codes. The first one is the fallback. | en-US |
Bounded memory
What the agent carries through a call. It stores verified facts and bounded summaries, never a replay of the raw transcript.
| Setting | What it changes | Default |
|---|---|---|
| Active facts | How many verified facts the agent keeps in play. Range 1 to 20. | 20 |
| Outcome summaries | How many recent outcomes it carries. Range 0 to 2. | 2 |
| Recent turns | How many recent conversation turns stay in context. Range 2 to 20. | 12 |
| Topic stack | How deep the topic stack goes. Range 1 to 10. | 5 |
| Summary characters | The size of the rolling summary. Range 200 to 2000. | 1200 |
| Characters per turn | The per-turn character budget. Range 100 to 1000. | 500 |
Which settings an agent version can override
| Workspace setting | Overridable on an agent version? |
|---|---|
| Human timing | Yes — Override workspace turn timing for this agent |
| Language behavior | Yes — Override workspace language behavior |
| Bounded memory | Yes — Override bounded memory limits |
| Silence handling | Yes — Override silence handling |
| Recording policy | No — workspace only |
| CRM status sync | No — workspace only |
| Emergency stop | No — workspace only |
| Workflow-supervised runtime | No — workspace only |
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| Preflight says no recording policy is configured | The workspace policy has never been chosen | Set Recording policy, then re-run preflight |
| Every campaign is blocked and nobody changed anything | The emergency stop is active | Clear it here; then resume each campaign individually |
| Workflow stage budgets are ignored on calls | Workflow-supervised voice runtime is off, or not provisioned | Turn it on if the row exists; it applies to new calls |
| Noise cancellation appears to do nothing | The platform kill-switch is not armed | Not changeable from Settings — contact Zyan support |
| An agent still uses the old turn timing | That agent version has its own override on | Turn off Override workspace turn timing for this agent |
| The section shows an error and a Retry button | The settings failed to load | Retry. Do not read the form as your saved policy until it loads cleanly |
| You cannot see the carrier cards' connect forms | The provider is paused from its Integrations tile | Turn it back on under Settings → Integrations |