Genesys Cloud (formerly PureCloud)

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#Call Flow # Answering Machine detection # Call Analysis Response

  • 1.  #Call Flow # Answering Machine detection # Call Analysis Response

    Posted 02-25-2021 15:46
    Hello,

    Is it possible to have all outbound campaign calls route to a flow, play a pre-recorded (audio) message, and only then have the system try to detect if this is an answering machine?

    So basically disable machine detection in 'Call Analysis Responses' - so all calls will be routed to flow, and then have an action (or something) in the flow that detects answering machine?

    Thanks,
    #ArchitectureandDesign

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    Nuphar Schwartz
    Sproutt Insurance
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  • 2.  RE: #Call Flow # Answering Machine detection # Call Analysis Response

    GENESYS
    Posted 02-25-2021 15:56
    There is no action in a flow that can detect if there's an answering machine.  However your call analysis set can use different flows.



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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: #Call Flow # Answering Machine detection # Call Analysis Response

    Posted 02-25-2021 16:24
    Hi Nuphar,

    As Melissa said, there's no action that will do this but you can use the Detect Silence and Play Audio on Silence actions to do something similar.

    Will

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    Will Bellerby
    Pyrios NZ Ltd
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  • 4.  RE: #Call Flow # Answering Machine detection # Call Analysis Response

    Posted 03-03-2021 11:47
    Thanks @Will Bellerby that makes total sense,
    Do you any creative way to have the system detect machine vs. person as part of the architect?  ​

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    Nuphar Schwartz
    Sproutt Insurance
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