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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: pilotrus on April 14, 2021, 06:51:07 PM

Title: Transfering outbound call with silence result
Post by: pilotrus on April 14, 2021, 06:51:07 PM

Hi!
I am trying to configure treatment for silence call result as it described oin this [url=https://docs.genesys.com/Documentation/OU/8.1.5/Dep/TreatmentProperties#Rules_for_Answering_Machine_Detected_or_Fax_Detected]guide [/url].
On first step I need create "IVR DNs".  I can`t understand what type of DN they mean?

Title: Re: Transfering outbound call with silence result
Post by: cavagnaro on April 15, 2021, 02:32:25 AM

At MCP you can instruct it to translate a silence result as human. Then MCP will send this value as CPA result = human and SIP server will transfer it as per its configuration.


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Title: Re: Transfering outbound call with silence result
Post by: pilotrus on April 15, 2021, 04:46:35 AM

Thx for idea, but I need another way. I want play recorded message on per list base after silence call result.
I already have created treatment with destination DN to ACD queue and configured SIP server to connect on silence. And it works well until call not forwarded to ACD Queue.

Title: Re: Transfering outbound call with silence result
Post by: cavagnaro on April 15, 2021, 10:45:07 AM

ACD Queue? You mean a SIP Server RP?
Can you post SIP Server and OCS logs for such call?

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Title: Re: Transfering outbound call with silence result
Post by: pilotrus on April 16, 2021, 10:32:02 AM

I haven`t yet configured IVR DNs in ACD Queue and there is no usefull logs there. I am intresting what does "IVR DN" mean in that guide.
Now, I set SIPServer and treatment to connect on silence call result, and update strategy to play annc for calls with UDATA['AnswerClass']='SILENCE'.
But I am intrestiong to configure system as it desribes in this guide.

Title: Re: Transfering outbound call with silence result
Post by: cavagnaro on April 16, 2021, 02:04:10 PM

I also asked that question to Genesys, still waiting for an answer after months