Maximum call duration sets a limit on how long calls can last. This article explains how to configure this safeguard.
What Is Maximum Call Duration?
Maximum call duration is a cap on call length. When reached, the call ends automatically. This prevents excessively long calls and manages costs.
Why Set a Maximum Duration
- Cost control — Limits per-call expenses
- Resource management — Prevents single calls from monopolizing capacity
- Edge case handling — Catches unusual situations
- Business practices — Aligns with typical call lengths
Configuring Maximum Duration
- Go to AI Config > Voice
- Find Max Call Duration slider
- Adjust the value (100-1200 seconds)
- Save your changes
Duration Options
| Preset | Duration | Best For |
|---|---|---|
| Short | ~1.7 minutes (100s) | Quick bookings, simple inquiries |
| Medium | 5 minutes (300s) | General business calls |
| Long | 20 minutes (1200s) | Complex consultations |
Default: 300 seconds (5 minutes)
Understanding the Display
The interface shows duration in multiple formats:
- Seconds (e.g., "300 seconds")
- Minutes and seconds (e.g., "5m 0s")
Choosing the Right Duration
Consider:
Typical Call Length
Review your call logs to understand average call times. Set the maximum comfortably above your average.
Business Type
- Quick-service businesses — Shorter limits work
- Consultative services — May need longer limits
Cost Considerations
Longer maximums allow for more call time but may increase costs for very long calls.
What Happens at Maximum
When the limit is reached:
- The agent announces the call is ending
- Offers to schedule a callback if needed
- Ends the call gracefully
- Logs the call with duration information
Warning Signs
If calls frequently hit the maximum:
- Consider increasing the limit
- Review if conversations are going off-track
- Check if knowledge base has gaps