Guidance for Call Timeout Settings

We're here to help you set a Healthy Incoming Call Timeout in your Kraken CRM.

Setting the call timeout too high (over 20 seconds) could cause calls to skip your CRM voicemail and go directly to your phone carrier's voicemail. This might result in incorrect call status, as these calls may appear as 'Completed' rather than 'Voicemail'. On the other hand, setting the timeout too low (under 15 seconds) may prevent calls from coming through or cause them to ring too briefly.

What’s New:

- A notification will now alert you if your timeout setting is outside the recommended range.

Why it matters:

Carrier voicemail systems often have timers set between 20–30 seconds. Setting your timeout near 20 seconds:

- Increases the chance that calls are answered or leave voicemails in Kraken CRM.

- Improves call status accuracy for Incoming Calls. Previously, high timeouts caused calls to wrongly show as 'Completed'. Now, they're accurate as 'Voicemail'.

How it works:

Set your call timeout to be around 20 seconds to ensure best performance and accuracy.