Getting "Stale" Call Result in Progressive GVP Outbound Campaign

[Sosy]

Hi,

we're currently facing an issue where no matter if received outbound calls are unanswered, dropped, closed by customer or correcly answered and closed by system, the call_result field of the calling list always is marked as 'Stale'.

This campaign is agentless, configured in Progressive GVP mode and it uses an ivr profile that has the 'initial-page-url' key set to engage a GVP .vxml application that simply routes call to a Routing Point.

What can be causing the system not to retrieve the correct call result? This way, the call never get properly rescheduled.
We performed some test and found out that if voicemail/transfer option is disable for the called number, the call status for unanswered or unavailable call is correctly marked as No Answer.
Is it possibile that voicemail has a role in this, causing  the system to "think" that the customer has actually answer the phone? If that so, is there anyway to make the system aware of the voicemail?


Thanks!

[hsujdik]

Try creating the option OCServer\record_processed = false in the Campaign Group Annex

[Sosy]

Hi hsujdik!

I tried whay you suggested but this way I receive always "Answer" as call_result, even if I reject the call, while if voicemail is disabled I get the "No Answer" result instead.

[cavagnaro]

in your vxml, are you updating the call status via OCS HTTP Commands?
You need to grab the record_handle and if customer abandons, send the abandon command.
If call ends, send the RecordProcessed

[hsujdik]

[quote author=Sosy link=topic=11888.msg53501#msg53501 date=1604416737]
Hi hsujdik!

I tried whay you suggested but this way I receive always "Answer" as call_result, even if I reject the call, while if voicemail is disabled I get the "No Answer" result instead.

[/quote]

This is a little bit better now.
Now you need to tune your "Answering Machine" recognition.

Keep the record_processed = false and add the option OCServer\call_answer_type_recognition = positive_am_detection

[Sosy]

Hi hsujdik, hi cavagnaro! Thanks for your feedback.

[quote]This is a little bit better now.
Now you need to tune your "Answering Machine" recognition.

Keep the record_processed = false and add the option OCServer\call_answer_type_recognition = positive_am_detection[/quote]

tried this, but the result is the same. I also tried with the full_positive_am_detection but nothing changed. Do you think there's something missing in our configuration?

[quote]in your vxml, are you updating the call status via OCS HTTP Commands?
You need to grab the record_handle and if customer abandons, send the abandon command.
If call ends, send the RecordProcessed[/quote]

I'm not, the vxml just route the call to a Routing Point where a Designer Strategy is loaded, then the call is handled by the URS. Do you think that in this scenario is still possibile to detect the abandoned calls via OCS HTTP Commands?

[cavagnaro]

YEs, just call the OnAbandon function and then grab the UDATE RECORD HANDLE and send a HTTP request to OCS HTTP port to update the record as you wish.
Also send the RECORD PROCESS API Command to end your record properly.


Or use the Outbound Objects available on IRD.
As you prefer

[Sosy]

Hi cavagnaro,

sorry if I'm asking this but can you please clarify to me if those functions you mentioned are supposed to be used on a composer .vxml application or  somewhere else?
I'm trying to look for OnAbandoned function on Composer documentation but I cannot find anything related to it (I'm probably looking on the wrong places).

Also, regarding the detection of the voicemail do you have any further suggestion?

Thanks!

[cavagnaro]

You said you had no Composer... That you were using just URS strategy... So I guess you mean IRD... Am I right?
OnAbandon is a native function on IRD.
Also Composer of choosing routing project not voice, which is vxml for MCP.

Enviado de meu SM-N9600 usando o Tapatalk

[Sosy]

Hi cavagnaro!

There is Composer involved as we need to start outbound calls without agent connected. We configured the campaign in Progressive GVP dialing mode and set an ivr profile with initial-page-url that engage a Composer app that simply route the call to a RP using RouteRequest Block.
in that RP there an IRD strategy loaded.
As you suggested, we used the OnAbandonedCalls function and it works great! when we drop the call a new strategy is engaged that simply update the calling list record, using the db block.

We're still having problem with answering machine detection, we updated the OCServer section on the calling list as suggested by hsujdik but with no luck.. the call_result is still set as 'Answer' even if I do not answer to the call...


Thanks!

[Sosy]

Hi,

sorry if I continue to insist on this topic.

On Calling List level I set up those option as suggested:
OCServer\record_processed = false
OCServer\call_answer_type_recognition = positive_am_detection (tried even the full_positive_am_detection)

Still, no answering detection is performed.
What can be the problem here? Missing component configuration?

Do you have any further suggestions?

Thanks!

[cavagnaro]

Those are quite different things...
Would check MCP logs and see how AMD is working and classifyng.