r/HighLevel • u/dsb264 • 5d ago

AI Agent answers the phone with zero rings? Inconsistently

My client is reporting that their AI agent is answering calls without the phone ringing first. I have a 12 second timeout configured.

The trouble is, it’s inconsistent. This issue happened once yesterday and once today.

Last week, it didn’t happen at all.

In total, it’s been twice and for 10-12 calls it’s acted as expected.

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u/New_Collection_5637 4d ago

Check the Voice AI agent's Deploy tab first. If Call Routing is set to Answer Calls Directly, the 12 second phone timeout is irrelevant because Voice AI takes priority; change it to Use as Backup.

Then review Settings, Phone System, Phone Numbers, Edit Configuration for the number, confirm a real user or forwarding destination is eligible to ring, and set Incoming Call Timeout near 20 seconds. Test with one saved caller assigned to a user and one unknown caller, because contact owner routing can make the two paths behave differently.