Complete voice practice
Start the call
After you select Start, SCL obtains the voice credential, opens the SCAI signalling connection, requests microphone access, and establishes the WebRTC audio session. The practice timer starts only when the call is accepted.
If analytics is enabled for the role-play, SCL also creates a new analytics session at that point. Restarting the conversation creates a different session identifier.
During the conversation
- Speak naturally and leave enough time for the simulated customer to respond.
- Use Mute when you do not want to transmit microphone audio.
- Treat the live transcript as a supporting aid; speech recognition can be incomplete or delayed.
- Open contextual help when it is available.
- Watch the timer, warning state, and any overtime countdown.
SCL filters technical SCAI messages and shows only supported conversational metadata. A no-input event can be ignored or shown as a warning rather than becoming a normal transcript turn.
Understand the timer
| Mode | At the planned duration | Final stop |
|---|---|---|
| Strict | The practice is locked and the time-limit dialog is shown | Planned duration |
| Flexible | The timer moves into overtime | Planned duration plus configured overtime |
The warning window is configured per role-play. Flexible mode uses a five-minute browser fallback if no overtime limit is supplied.
Finish, cancel, or lose the connection
- Finish confirms the end of the conversation and continues to evaluation.
- Cancel returns to the briefing without evaluation. The temporary transcript is cleared when a new practice is opened; it can remain in the browser session until then.
- A time limit stops the audio practice and allows you to continue to feedback.
- A connection or microphone failure routes to an error screen rather than evaluating an incomplete attempt automatically.
If the browser tab is hidden or closed during an active analytics-enabled attempt, SCL tries to record an unload event. This background signal does not preserve the transcript or resume the conversation.
Recovery behaviour
SCL attempts an ICE restart for media failure and can retry an unexpected WebSocket closure up to three times after the call was accepted. If recovery fails, restart from the host and begin a new attempt. The previous temporary transcript is not a durable session record.