Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: thextina on November 18, 2014, 07:15:06 PM
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Is it possible to set up something like this? We want agents to manually dial outbound and then transfer any calls that are answering machines to an extension with Answering Machine Detection, so the system will know when to start playing the recording (after the tone). The end goal is not to use an outbound campaign for this. We have Avaya Call Classifier for CPD with Genesys OCS.
I researched building a GVP application with answering machine detection on, however I think it only works if the call is being routed there from OCS for the answering machine detection treatment.
Can anyone help with this?
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No because CPD is for Outbound calls. Having an agent to do a predial validation...and then send it to a CPD...not the cleverest idea ever you know?
Agent costs $$$$ so you sacrifice 2 resources for 1 call...making it extremely expensive rather than buying more CPD ports...
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Thank you Cavagnaro. I understand it's not the greatest idea, but sometimes you have to check and make sure for the business's sake ::)
They're already making the outbound calls for "customer experience's" sake so there's no false positive AMD and the like. They just wanted to save a tiny bit of time spent repeating their "call us back" message on voicemails.
We'll see if we can have them transfer these calls to a recorded message as close to the record tone as possible. You can hear some transfer/hold music, but maybe they'll be happy with it.
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Cavagnaro, what if we're listening for beep detection instead? Could we send it to an application that listens for a beep/tone instead?
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You already dialed as agent...so what are you expecting a CPD to do? It has nothing to do.
For business sake...well, I'm 100% sure you are looking the worst possible way :/
If you have already a Voice Mail, then you can send the call yeah, but no way to activate CPD or beep detection, not at least on a ready-to-use method. Propably you could develop a software.
VM machines are easy to detect, so make Avaya do the CPD with outbound calls, then transfer to agents only non-VM calls...worst scenario would be many false positive AM detections, having your agents with many VM/AA calls, totally the opossite requested everywhere...
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Mmm ... sounds like you are looking for end of answer machine (greeting) detection e.g. EAMD. If only you were using Sangoma for CPA .... Anyway what I think you need is a RP to transfer to call to when agents detect the start of an AM message and then when the call is on the RP use a stategy to detect the beep at the end of the answer machine message and then do something like playing a prerecorded announcement.
Regards
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Hey greg,
How would URS/TServer/PBX would detect the end of an AM (beep)?
I don't know any PABX so far capable of calling that as function...
Even with Sangoma...Sangoma works as a 3rd party leg on the outbound call...and then sends events to OCS who can handle that...but on URS only?
My head is drawing flows and code lol
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And what about SCXML together with OCS ("GVP campaigns")?
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Complete blue sky thinking as do not have time to completely think this through! Anyway I was thinking about a Record block and setting Final Silence to 1s. That way the recording should stop when silence is heard e.g. after the AM greeting and beep and then you can do what you want with the call like playing an announcement.
Regards