Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: arthurgomes on February 24, 2015, 03:58:21 AM

Title: GVP for call progress detection
Post by: arthurgomes on February 24, 2015, 03:58:21 AM

Hello everyone,

Looking for some help here:

We have done a lot of work trying to get answering machine detection working well with Media Server and OCS.

I am looking for what you guys used in tuning so that we can balance efficient AM detection and fast transfer times (Canada has a 2 second requirement like the UK).

So far the only parameters I've had luck with are :

machinegreetingduration
maxvoice
voicepause

Any other recommendations?

Thank you!

Title: Re: GVP for call progress detection
Post by: cavagnaro on February 24, 2015, 04:41:01 AM

Wow those are hard...

I'd try

machinegreetingduration = 3
maxvoice = 1 (hello, hi, good evening will not work...)
voicepause = 1

Risk here is many false positive getting customers identified as AM....which would be worst I think

After this you have transfer to agent waiting time

So, the 2 seconds start when? When customer answers? When detected as human and put on Queue?