Audio quality issues — the agent sounding robotic, calls cutting out, echo, or background noise — usually come from one of a small number of causes. Here's how to diagnose and fix each one.

Agent sounds robotic or synthetic

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Try a different voice
Some voices in the library suit certain accents or languages better than others. Go to Agent Edit → Voice and try voices from a different character profile — particularly those in the same language/dialect as your callers. See Choosing a voice.
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Caller's connection quality
AI voice quality is impacted by the caller's mobile signal. A caller on a weak 3G signal will experience more audio artefacts than one on 4G/5G or WiFi calling. If the issue only occurs with certain callers, it's likely their connection. You can't control this from VoiceForge.

Calls are cutting out or breaking up

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This is often the forwarding chain
When a call is forwarded from your existing number to VoiceForge, it passes through two carrier legs. Double-forwarding (your number → intermediate number → VoiceForge) introduces additional degradation. Remove any intermediate steps and forward directly to your VoiceForge number.
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Test calling the VoiceForge number directly
Call your VoiceForge number directly (not through forwarding). If the audio is clear on a direct call but poor on a forwarded call, the issue is in the forwarding chain — not the agent. Consider using a different forwarding method or contact your carrier about forwarding audio quality.

Echo on the call

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Echo usually comes from the caller's device
Echo is most commonly caused by the caller using a speakerphone or a headset with poor acoustic isolation. The agent's audio leaks into their microphone and returns delayed. This isn't a VoiceForge issue — it's a caller hardware issue. If a specific caller consistently reports echo, suggest they try a different earphone or handset mode.

Callers hear silence or dead air

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Agent is paused or unsynced
If the call connects but there's no greeting, the agent may have been recently paused or desynced. Check the agent status and sync. See Agent not answering.
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Brief silence before greeting is normal
There is typically a 1–2 second processing gap between the call connecting and the agent's first word. This is normal and is not dead air — it's the system loading the agent context. If the silence is longer than 3 seconds, contact support.

Agent speaking the wrong language or accent

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Update the system prompt language instruction
Your system prompt should explicitly state the language the agent should use. Add a line like: "Always respond in British English" or "Respond in Spanish unless the caller speaks English first." Without explicit instruction, the agent may default to neutral American English.
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Select a voice with the correct accent
Voice accent and system prompt language are separate settings. Even if the system prompt says "British English", an American-accented voice will still sound American. Go to Agent Edit → Voice and filter by the appropriate accent/region. See Choosing a voice.

Persistent audio issues

If audio quality problems persist after working through the above, contact support with:

  • Your agent name and the phone number assigned to it
  • The approximate time and date of a problematic call
  • The type of issue (robotic, cutting out, echo, silence)
  • Whether the issue occurs on direct calls to the VoiceForge number or only via forwarding
  • The caller's approximate location and device type if known