Alternative for AnsweringMachine recognition

[GregorV]

Several years ago I worked on an Outbound project for predictive dialing with Genesys and due to the long duration of CPD the customer wanted to switch off CPD and still detect AMs. Very often AMs are mailboxes and so the detection that the call was forwarded is (not a save) but a usable indicatior that OCS dialed an AM. This was implemented with an Avaya switch and a TServer customization fom engineering (which is now a standard feature- I think).
Now I am coming again across the same request from another customer who uses SIP server on a VoIP trunk.
Does anyone know wether an how this can be configured and which requirements exist for such approach. In the end OCS should mark all calls which are forewarded as an AnsweringMachine in the calling list (call_result).

Thanks
Gregor

[cavagnaro]

What exactly do you mean as "Forwarded"?
A VAD could be triggered pre or post connect, so you can catch many options. Now, what is your customer actually complaining about?


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[GregorV]

Hi cavagnaro,
when a call does not reach the destination that was dialled because it is moved immediately to another target (may be other phone or voicemail).
The customer wants that the agents can hear what the called party is saying - right he went off-hook. So the (predictive dialled) call needs to be transferred to an agent as soon as possible after EventEstablished on called party side.
This does not allow audio analysis by MCP.
All calls which do not reach the dialled phone should be marked as answering-machine by OCS. Such 'forward' message most likely comes before the call is connected (or with the connect?).

Thanks
Gregor

[cavagnaro]

  Well PSTN doesn't work quite like that...Well at least your PBX doesn't get informed about that.


What you have to analyze is if there is any PSTN event informing a difference between going to a VM or to a customer. I highly doubt it.


Your side is trying to establish a connection.
PSTN informs you ok...Trying (either voip or legacy pstn)
Then in the back there is a timer, at PSTN side, where, if the customer doesn't answer or is unreachable will TRY to send call to a VM.
You get a CONNECT...To what? No difference as I can tell and guess neither do you.


So you first need to ask this at your E1 side, is there any event coming from PSTN that you could handle? Because if everything is CONNECT then, you need AMD/VAD