Live Calls
The Live Calls page lets you monitor voice calls in real time, view live transcripts, and start supervised calls.
Active Calls
The left panel shows all currently active calls with:
- Contact name and account reference.
- Call status — Initiating, ringing, or in progress.
- Duration — How long the call has been active.
Click any active call to see its live transcript and summary in the right panel.
Starting a call
From this page, Start Call opens a dialog to place a supervised outbound call: you pick an account and Fynex rings the debtor on the human collector path (no AI opening-mode selector here).
To start an AI outbound call with the confirmation dialog (phone, account summary, optional opening mode override), use Call from Portfolio / Account detail or the account drawer — not from Live Calls.
Live Transcript
When viewing an active call, the right panel shows:
- Live Summary — AI-generated summary that updates as the conversation progresses.
- Transcript — Full text of the conversation, updated in real time.
Call Statuses
| Status | Meaning |
|---|---|
| Initiating | Call is being set up |
| Ringing | Phone is ringing on the debtor's end |
| In Progress | Conversation is active |
| Completed | Call ended normally |
| Failed | Call could not be completed |
Agent Call Behavior
During voice calls, the AI agent automatically handles common scenarios:
- If the agent reaches the wrong person, it will not reveal any debt information. It asks if they have a correct number for the debtor, captures it if provided, and ends the call.
- If the debtor is hostile or abusive, the agent stays calm and ends the call without escalating the conflict.
- If the debtor does not take the conversation seriously (evasive, jokes, nonsensical responses), the agent tries to redirect twice before ending the call.
- If the debtor disputes the debt, claims bankruptcy, or says they have an attorney, the agent stops collection and ends the call.
- After registering a payment promise, opt-out, or escalation, the agent confirms the action and ends the call.
All call outcomes — including the disposition (e.g., promise, refusal, dispute), sentiment, and willingness to pay — are automatically analyzed and logged after the call ends.
Recent Calls
Below the active calls panel, you'll find today's completed calls with their duration and outcome.