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Since most voice modems do not provide hangup detection, Active Call Center cannot tell when a user has left a phone call. Therefore, after a sufficient period of inactivity, Active Call Center assumes that the user is no longer on the call and disconnects the call. The "sufficient period" of inactivity can be defined exactly from the menu bar under Tools... Voice Telephony Settings... Maximum Number of Seconds Allowed for a Question/Response Node.
In certain instances, there will be specific Nodes where the period of question/answer activity will have to be longer: for example, a Node at which a long stretch of audio (several minutes) is being recorded.
For these special situations, using a custom timeout setting at a specific Node is appropriate - this allows the call to have normal timeout settings everywhere in the Call Tree except at the Node where an unusual timeout setting is needed.
To set a custom timeout setting:
From the Call Tree window, click the Node at which to change the timeout setting.
When the Edit Node window appears, click the Advanced tab.
Check the box next to the field labelled Use a custom timeout setting at this Node.
A field labelled Maximum number of seconds that can be spent at this Node will appear. Use the up/down arrow buttons next to this field to set the timeout setting (in seconds, not more than 480).
Press the Click here when finished button.