Genesys Cloud CX

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  • 1.  Voicemail detection in preview dialing

    Posted 01-25-2022 10:45
    In predictive mode, I noticed in conversation detail there is 

    "dispositionAnalyzer": "speech.person",
    "dispositionName": "disposition.classification.callable.person"

    "dispositionAnalyzer": "tone.machine",
    "dispositionName": "disposition.classification.callable.machine",

    Thinking not, but any automated way to see if vmail detected in preview mode.  We are trying to make sure agents select right wrapup code.

    thanks in advance.


    Clayton Curtis
    Enova Online Services, Inc.

  • 2.  RE: Voicemail detection in preview dialing

    Top 25 Contributor
    Posted 01-25-2022 22:48
    If you switch to Power, it will wait for an agent to be available before dialing and it will allow call analysis rules.  There is not an idea exactly like this, but this one is close:  If not exactly what you want, create your own idea there.  Yes, it would be useful to have call response sets for Preview mode so you can run rules after they finish.

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect

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