Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Dionysis on September 08, 2008, 05:23:26 AM
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Hi guys,
I've had a rather unusual request. I have a campaign that needs to run on our Avaya switch which uses Avaya Call Classification for Answering Machine Detection, but the campaign does not want detection turned on as they have a very limited number of max attempts (imposed by the client, 3) and a very high number of successful contacts that must be reached (also imposed by the client, 40%).
My switch engineers tell me that the AM Detection parameter is a switch wide setting, which means I can't turn it off through the PABX (I have 120 seats of sales agents operating on the same switch).
It is documented that the Avaya can adjust it's settings depending on the MakePredictiveCall parameters but I have never put any time into doing this as I've never needed it. Now I have to build a campaign with impossible targets in 2 days... aint life grand!
So far I've discovered that the "call_answer_type_recognition" option in OCS doesn't acheive anything in this respect. This is the option we've used in the past to acheive this when using Genesys CPD.
Anyone got any ideas?
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Hum, unless you can put a second PBX and a new TServer to this new one then almost hard or impossible. Maybe using a TServer SIP as intermediate so you attach the calls to that as a bridge to Avaya and then Avaya will dial as a normal call without VAD capabilities. Or just use preview mode.
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[quote author=Dionysis link=topic=3305.msg13670#msg13670 date=1220851406]
So far I've discovered that the "call_answer_type_recognition" option in OCS doesn't acheive anything in this respect. This is the option we've used in the past to acheive this when using Genesys CPD.
[/quote]
What about using TServer use-am-detection option?
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Ooh... that's interesting.
I didn't know that option existed.
Will do some testing with that tomorrow, do you happen to know where that option can be set? Other than on the TServer of course. What I need is for 6 different campaigns to use am detection and for 1 to not use it.
Do you know if it can it be set on the Annex Tab of a Campaign for example?
It doesn't look like you can judging by the documentation but it's worth a shot.
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well, yeah, I've never tried, since it's a TServer option, so I don't know if it's recognized when you set it there...give a shot and let me know ;)
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But that option is only for use with CPD if memory doesn't fails me.
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mh, nope ;D
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Oh yes as usual you are right, I was confusing with an alcatel Tserver option :D
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[quote author=cavagnaro link=topic=3305.msg13694#msg13694 date=1220890859]
Oh yes as usual you are right, I was confusing with an alcatel Tserver option :D
[/quote]
thanks , Cavagnaro ;D anyway we'll see if that option is useful >:D
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Use use-am-detection to control it, but be aware that it does not work in many countries, because answering machines are supposed to emit this particular frequency for it to work and the ones in Asia usually don't :(
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Answering Machines in Australia do not have any tone that they emit. To be honest I've never heard that this is the case anywhere, where are you from victor?
We have to rely purely on analysis of the sound that comes down the line for the first few seconds of the call. Using CPD we get very good accuracy, most of the time.
Back on topic though, the Avaya TServer use_am_detection option is TServer wide, no chance it will work for me as I have 120 seats of outbound sales on the same switch, they wouldn't be happy if we turned it off for a 30 seat campaign.
Back to the drawing board I guess. Perhaps I'll look into the connect to agent option in treatments. Maybe that will work.
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Right, AM detection basically looks for voice energy of a certain amount of time. If it finds that much continuous speech, the call is classified as an answering machine. If it finds a pause of duration longer than a certain amount of time seconds, the call is classified instead as a live person.
The use-am-detection may be specified per call basis, you should modify the TMakePredictiveCall extensions...Vic will probably have an idea of how to do that :P
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As far as I'm aware you can't specify the necessary attached data in the TMakePredictiveCall request because the request is made by the OCS, not a custom application that can be altered.
Unless you could use a send-attribute value to trigger it?
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Right, it's why I don't know how you can achieve that, but so says the T-Library SDK guide..
BTW it can't be an attached data but rather an attribute extension..