Why there is a slight delay after playing an audio file when routing inbound calls

When reviewing the call timeline, you may notice that an audio file plays longer than the duration shown in your Aircall number’s inbound call distribution flow. This additional time is expected and occurs because Aircall applies short time outs after audio playback to ensure callers have the opportunity to provide input.

Why the delay happens

Audio files in an audio widget

After an audio file finishes playing in an audio widget, Aircall applies a 2 second time out.
This time is used to collect either a callback request digit or a user extension digit from the caller.

Audio files in an IVR widget

When an audio file is used in an IVR widget, Aircall applies a 3 second time out after playback.
This time allows the system to gather the caller’s IVR selection.

Note: You may see a slightly longer delay due to network conditions and normal processing time.