Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: eduardosaito on January 07, 2017, 10:44:30 AM

Title: Beep detection - AudioCodes + OCS
Post by: eduardosaito on January 07, 2017, 10:44:30 AM

Hi everyone,

In our environment we use Audiocodes for CPD with OCS for our outbound campaigns.

Lately, we are having many complains about high AM passed to agents, and their current campaign demands them to only talk to the client and not deliver messages.

So this is occupying their agents with too many AM.

After some analysis the issue is that 2 phone companies started to use a "light" beep as AM (no voice record telling people to leave a message). Then after 10 seconds another beep.

We had some tweaks in Audiocodes and finally it started detecting those beep calls sending the INFO block with "Type= AMD Subtype= BEEP".

We know that Subtype= AUTOMATA is already recognized as AM by Genesys but not the BEEP.


Is there a way to "force" OCS/SIP to recognize the combo AMD/BEEP as AM so it would apply the AM treatment to redial later?


Thanks in advance !

Title: Re: Beep detection - AudioCodes + OCS
Post by: genesysguru on January 07, 2017, 03:58:19 PM

Hi,

It might be possible to configure AC to send a different SIP response code rather than using SIP INFO messages. If so you could easily map this to different OCS outcomes such as AMD.

Regards

Title: Re: Beep detection - AudioCodes + OCS
Post by: eduardosaito on January 09, 2017, 08:30:07 AM

genesysguru,

thanks for replying.

I´ve already searched throught the Mediant 3000 AC manual and didn´t find a feature to manipulate the CPD result.

How can i do that ?

Title: Re: Beep detection - AudioCodes + OCS
Post by: eduardosaito on February 07, 2017, 06:40:26 AM

We solved the issue.

The turn-around solution was indeed manipulate the sip message on Audiocodes.

So we replaced the subtype beep for automata. Then Genesys recognized it as AMD.

Thanks for the help !