Community,

On occasion I come across contacts that have an automated pre-screen service that will ask the caller to announce who they are before attempting to connect the call to the contact. For an agentless OB campaign, the dialer acts as if this is a voicemail message and will begin leaving a message while the pre-screen service is trying to connect the call to the contact. Regardless if the pre-screen service is able to get a live connection or send it to the actual voicemail box, my automated message has already started. Does anyone have any suggestions how to get around this scenario?

Much appreciated,

Eric
#Outbound

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Eric Allen
Vervent Inc.
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https://help.mypurecloud.com/articles/play-audio-on-silence-action/

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Melissa Bailey
Genesys - Employees
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Original Message:
Sent: 11-16-2020 15:58
From: Eric Allen
Subject: Agentless outbound dealing with Phone pre-screen services

Community,

On occasion I come across contacts that have an automated pre-screen service that will ask the caller to announce who they are before attempting to connect the call to the contact. For an agentless OB campaign, the dialer acts as if this is a voicemail message and will begin leaving a message while the pre-screen service is trying to connect the call to the contact. Regardless if the pre-screen service is able to get a live connection or send it to the actual voicemail box, my automated message has already started. Does anyone have any suggestions how to get around this scenario?

Much appreciated,

Eric
#Outbound

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Eric Allen
Vervent Inc.
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Replying so I can follow.  I have the same issue.  There is a setting to toggle on/off voicemail detection and I have it off.  I have clients that have their own IVR and am trying to help them route calls to a specific location based on the outbound Caller ID that comes from our office.

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Scott Boatman
SERVPRO
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Original Message:
Sent: 11-16-2020 15:58
From: Eric Allen
Subject: Agentless outbound dealing with Phone pre-screen services

Community,

On occasion I come across contacts that have an automated pre-screen service that will ask the caller to announce who they are before attempting to connect the call to the contact. For an agentless OB campaign, the dialer acts as if this is a voicemail message and will begin leaving a message while the pre-screen service is trying to connect the call to the contact. Regardless if the pre-screen service is able to get a live connection or send it to the actual voicemail box, my automated message has already started. Does anyone have any suggestions how to get around this scenario?

Much appreciated,

Eric
#Outbound

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Eric Allen
Vervent Inc.
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