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  • 1.  Agentless Campaign Recording

    Posted 02-28-2024 08:42

    Hi,

    We are trying to use an agentless campaign to play a pre-recorded message. The issue we are running into is that if the call reaches a live person, there is a 5 second delay before the message is played. And if it reaches voicemail, it cuts off the first 5-7 seconds of the message. Any suggestions on who to fix this?


    #ArchitectureandDesign
    #DigitalChannels
    #Outbound
    #Unsure/Other

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    Tommy Oudavanh
    ISN Software Corporation
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  • 2.  RE: Agentless Campaign Recording

    Posted 02-28-2024 08:43

    how*



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    Tommy Oudavanh
    ISN Software Corporation
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  • 3.  RE: Agentless Campaign Recording

    Posted 02-29-2024 08:52

    The 5 second delay from the answer of the call, the caller engages and then a really long delay does not seem normal. Have you reviewed the outbound flow to determine if there is any delay in the flow?  I know there is a slight delay between caller detection and the invoke of the flow, but 5 secs after the caller engages is a lot. As for the cutoff of the first 5-7 secs that maybe the voicemail message playing, work with the call analysis response settings try specifically the following;

    I'd also recommend an outbound flow for Voicemail/Answering Machine and one for live voice answer. That way you control the settings on the flows a bit better as they pick up.

    If you continue to experience the delays it might be best to open a ticket with customer care if you feel it's not your outbound flow or the prompt in the flow.



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    Steve Alix
    EDCi
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  • 4.  RE: Agentless Campaign Recording

    Posted 03-01-2024 10:09

    I agree with Steve, but my approach is simpler.

    Create a separate flow for LIve and Machine. 

    In each flow, Create a new task, make it the 'starting task', If only 1 prompt is required you can use the 'Initial Greeting' to play it, but if you don't use the initial greeting, set it to expression 'ToAudioBlank(0)' to force it play blank audio of 0 seconds.

    Use the task to play the desired message and ensure there is minimal blank audio recorded in the beginning of your audio file, then wrap up the call with a successful wrap code and disconnect.  (this will not wait for 'silence' and should play the desired audio immediately after flow start).

    In the Response set, configure both the Live and Machine flows to the flow just created and check the 'Enable Beep Detection' box.

    When testing the campaign, make sure the person answering the test call says 'hello'.  The dialer needs to hear something in order to determine if there is a Live person or machine on the line.   If you answer and say nothing, then dialer will wait for a while to see if it hears audio for call analysis.  This could be your delay.



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    Paul Reininger
    TTEC Digital, LLC fka Avtex Solutions, LLC
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  • 5.  RE: Agentless Campaign Recording

    GENESYS
    Posted 03-04-2024 10:29

    You can also contact Support and they can read the Edge logs to see what is happening in the flow to pinpoint exactly why you are getting that delay/lost audio.



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    George Ganahl GCP, GCSME, ICCE, ICHD, etc.
    Senior Principal PS Consultant
    Genesys
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  • 6.  RE: Agentless Campaign Recording

    GENESYS
    Posted 03-05-2024 12:00

    Hi Tommy, 

    Your question has been answered on the newest Q&A show at minute mark 25:22. Hope this helps!



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    Nicole Milliken
    Genesys - Employees
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