Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: sinchanaGB on February 20, 2013, 12:54:37 PM

Title: Delay in MediaServer for cpd result,when outbound call is answered by customer.
Post by: sinchanaGB on February 20, 2013, 12:54:37 PM

Hi,

We are using Genesys Media server for Call progress detection.
Compoents details given below:
Genesys SIP server: 8.1.000.55 version.
          Outbound Contact  Server: 8.1.100.05 version
          Media Control Platform server:8.1.401.66 version   

Issue is, when outbound call is answered by customer, there is a delay for about 8 to 10 secs to reach the agent.

In sip logs:  To detect cpd.result , From INVITE (Customer Number) to INFO(cpd-result) message its taking about 23 secs then within 4 sec there is EventOffHook.
As per the CPD recording file Customer has immediately said "Hello" when the call has been picked up.

In SIP server "cpd-info-timeout" option value is configured to "7".

Need to know how we can fine-tune so that there is no longer delay between Customer's Answer and Call ringing at Agent's Desk.

Regards,
Sinchana.

Title: Re: Delay in MediaServer for cpd result,when outbound call is answered by customer.
Post by: Kubig on February 20, 2013, 12:56:08 PM

I have installed OCS solution in VoIP ready mode and I have not registered behavior which you describe. What say SIP server and MCP logs? Where the delay is generated?

Title: Re: Delay in MediaServer for cpd result,when outbound call is answered by customer.
Post by: sinchanaGB on February 27, 2013, 01:00:10 PM

Hi,

I had checked wrong INVITE message in SIP log.

Thanks for the reply.

Title: Re: Delay in MediaServer for cpd result,when outbound call is answered by customer.
Post by: sinchanaGB on February 27, 2013, 01:08:58 PM

Hi Kubig,

I have one more query ,
Customer picks the call and tricks the system as answering machine, Genesys Media server detects cpd.result as cpd.machine with call result as AMD, Is this the right behavior of the system?
I believe ,even if customer tricks the system as answering machine, it must detect as human ?

Please let me know.
Thanks.

 

Title: Re: Delay in MediaServer for cpd result,when outbound call is answered by customer.
Post by: cavagnaro on February 27, 2013, 01:31:32 PM

Trick? How does he "trick"? Explain further...talk continuously without stopping for a while? If so, how can the detector know he is not being fooled??? Remember all VAD machines detects waves, not clever enough to tell them "hey, stop kidding"

Title: Re: Delay in MediaServer for cpd result,when outbound call is answered by customer.
Post by: Kubig on February 27, 2013, 01:33:47 PM

Agree with cav. That's all :-)

Title: Re: Delay in MediaServer for cpd result,when outbound call is answered by customer.
Post by: sinchanaGB on February 28, 2013, 07:00:44 AM

Hi,

I agree with both of you.
I mean Customer receives the call and speaks like customized voicemail (Example : I am xyz, Please leave the message).
In this cases Genesys Media server detects cpd.result as cpd.machine, and starts playing the announcement, as we have AMD treatment.
Customer hears the announcement.
This testing was done with "am-beep-detection = false" in OCS, because many customer doesn't have beep for the voicemail.

Title: Re: Delay in MediaServer for cpd result,when outbound call is answered by customer.
Post by: Kubig on February 28, 2013, 09:19:39 AM

What kind of human can speak as an answering machine and why he talk like this (deliberately)? It is not human,it is a devil.

And now without joke, how can GVP recognize whether it is a human,if he had talked as AM. GVP does not see if really is a human on other side? GVP have not got a crystal ball.

Title: Re: Delay in MediaServer for cpd result,when outbound call is answered by customer.
Post by: Fra on February 28, 2013, 10:05:53 AM

[quote author=sinchanaGB link=topic=7677.msg33242#msg33242 date=1362034844]
I mean Customer receives the call and speaks like customized voicemail (Example : I am xyz, Please leave the message).
In this cases Genesys Media server detects cpd.result as cpd.machine, and starts playing the announcement, as we have AMD treatment.
Customer hears the announcement.
[/quote]

It's a well known scenario called 'false positive'. 
It's already been given an answer to your particular issue, however, one of the goals of tweaking a dialler / answering machine detector is minimizing it.

Fra

Title: Re: Delay in MediaServer for cpd result,when outbound call is answered by customer.
Post by: cavagnaro on February 28, 2013, 01:43:06 PM

You never will get 100% success on detection, noise background, poor communication channel, etc will affect the analysis on some occasions.

Title: Re: Delay in MediaServer for cpd result,when outbound call is answered by customer.
Post by: Fra on February 28, 2013, 03:47:30 PM

[quote author=cavagnaro link=topic=7677.msg33246#msg33246 date=1362058986]
You never will get 100% success on detection, noise background, poor communication channel, etc will affect the analysis on some occasions.
[/quote]

never thought or said that  :)

Fra

Title: Re: Delay in MediaServer for cpd result,when outbound call is answered by customer.
Post by: cavagnaro on February 28, 2013, 03:52:47 PM

You are sensitive today lol, it was for the original posted dude haha, I didn't even quote you...bad days? lol or too much coffee now? haha

Title: Re: Delay in MediaServer for cpd result,when outbound call is answered by customer.
Post by: sinchanaGB on March 01, 2013, 05:35:25 AM

ok. Thanks all for reply.

Title: Re: Delay in MediaServer for cpd result,when outbound call is answered by customer.
Post by: Fra on March 01, 2013, 09:53:55 AM

[quote author=cavagnaro link=topic=7677.msg33248#msg33248 date=1362066767]
You are sensitive today lol, it was for the original posted dude haha, I didn't even quote you...bad days? lol or too much coffee now? haha
[/quote]
hahaha, not at aaall, I just wanted to be clear  ;D