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Live calls work fine, but when playing back the recordings there is a noticeable delay between the agent and the caller. The caller’s voice is often out of sync and sometimes sounds robotic or distorted. The issue only affects the recorded audio, not the live call

After testing, we found that recordings are fine when the call stays with a single agent. However, when the call is transferred from one agent to another, the recorded audio starts to show a delay between the agent and the caller, along with occasional robotic/distorted voice artifacts.

This issue only affects playback of the recorded call, not the live conversation.

I have shared it with the team. will let you know once get replied

Hi laia, team has investigated the issue but were unable to reproduce it in their environment. It may be related to telephony forwarding or call-routing settings on your side, so we’ll need more details about your system setup to proceed further.