I want to use an Outbound Flow to play a recorded message when Call Analysis detects an Answering Machine.

My testing has made this work by using an estimate of blank audio before playing the message, but this is only effective if the voicemail greeting is relatively short.

Is there any way that Purecloud can detect when to play the recorded message by listening for the voicemail beep, rather than starting the flow as soon as the Machine Call Analysis is detected?

Hi Katy.  Unfortunately we do not have that feature today.  It is on our roadmap though, so it is coming.

Katy, as Adam mentions above, this is a feature request that is in our backlog of future enhancements.  In the meantime, the workaround we've been suggesting is to record a message that begins with an introductory repeating message asking the customer to hold for an upcoming message that lasts for a few seconds followed by the actual message and even possibly repeating that message a 2nd time.  That way, even if the beep or greeting blocks some of the beginning, the message itself can still be heard.  Something like this...

 

"Please wait for an important message...please wait for an important message...Hello, this message is for Chad McCormick from Canyon Point Dental.  We are calling to remind you of an appointment on 4/12 at 3:30pm.  Please call us if you need to reschedule...Again, this message is for Chad McCormick from Canyon Point Dental.  We are calling to remind you of an appointment on 4/12 at 3:30pm.  Please call us if you need to reschedule.  Thank you, goodbye"

 

Hope this helps in some way!

Hi Adam - Any idea on when this feature might be available?

Hello Kleid,

 

This will likely be accomplished by our Edge dev team. I'm not sure where this currently falls in their priority list but I'll check. In the meantime, some of our customers have found success by using speech recognition in the Architect flow to essentially "wait" for speech to end and then play the .wav file. These customers tell me that it's successful in about 85% of answering machine greetings.

@Chad McCormick,
Has this functionality been implemented yet in the Edge? Your last post was in January 2018.​

------------------------------
Greg Beal
ConvergeOne
------------------------------

Original Message:
Sent: 01-24-2018 10:38
From: chad mccormick
Subject: Using Outbound Flow with an Answering Machine Call Analysis

Hello Kleid,

 

This will likely be accomplished by our Edge dev team. I'm not sure where this currently falls in their priority list but I'll check. In the meantime, some of our customers have found success by using speech recognition in the Architect flow to essentially "wait" for speech to end and then play the .wav file. These customers tell me that it's successful in about 85% of answering machine greetings.

Hi Greg,

The project has not yet been prioritized in a program increment but it can be tracked here:

https://purecloud.ideas.aha.io/ideas/CLPLA-I-487

Copying our Edge PM, @Alan Lanteigne​ , for any additional comments.

------------------------------
Chad McCormick
Genesys - Employees
Sr. Product Manager
------------------------------

Original Message:
Sent: 10-15-2018 19:31
From: Greg Beal
Subject: Using Outbound Flow with an Answering Machine Call Analysis

@Chad McCormick,
Has this functionality been implemented yet in the Edge? Your last post was in January 2018.​

------------------------------
Greg Beal
ConvergeOne

Original Message:
Sent: 01-24-2018 10:38
From: chad mccormick
Subject: Using Outbound Flow with an Answering Machine Call Analysis

Hello Kleid,

 

This will likely be accomplished by our Edge dev team. I'm not sure where this currently falls in their priority list but I'll check. In the meantime, some of our customers have found success by using speech recognition in the Architect flow to essentially "wait" for speech to end and then play the .wav file. These customers tell me that it's successful in about 85% of answering machine greetings.

I would just like to state that we would like to see this developed as well. Until we started to recently playback Interactions from outbound flows, we were not aware this was happening.

------------------------------
Angelia Harper
Avtex
------------------------------

Original Message:
Sent: 10-15-2018 20:02
From: Chad McCormick
Subject: Using Outbound Flow with an Answering Machine Call Analysis

Hi Greg,

The project has not yet been prioritized in a program increment but it can be tracked here:

https://purecloud.ideas.aha.io/ideas/CLPLA-I-487

Copying our Edge PM, @Alan Lanteigne​ , for any additional comments.

------------------------------
Chad McCormick
Genesys - Employees
Sr. Product Manager

Original Message:
Sent: 10-15-2018 19:31
From: Greg Beal
Subject: Using Outbound Flow with an Answering Machine Call Analysis

@Chad McCormick,
Has this functionality been implemented yet in the Edge? Your last post was in January 2018.​

------------------------------
Greg Beal
ConvergeOne

Original Message:
Sent: 01-24-2018 10:38
From: chad mccormick
Subject: Using Outbound Flow with an Answering Machine Call Analysis

Hello Kleid,

 

This will likely be accomplished by our Edge dev team. I'm not sure where this currently falls in their priority list but I'll check. In the meantime, some of our customers have found success by using speech recognition in the Architect flow to essentially "wait" for speech to end and then play the .wav file. These customers tell me that it's successful in about 85% of answering machine greetings.