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  • 1.  AMD and early media detection on preview campaigns

    Posted 21 hours ago

    We are working on a customer case where we are facing challenges related to outbound campaigns in Genesys.

    The customer wants to use Preview campaigns only, and this creates two technical limitations for us regarding the detection of voicemail and SIT (Special Information Tones) / early‑media three‑tone signalling.

    Does anyone have ideas or solutions for detecting voicemail when using Preview campaigns in Genesys? Since Preview mode does not use the dialer's AMD (Answering Machine Detection), we are looking for any alternative approaches others may have used.

    Does anyone have suggestions for preventing SIT / early‑media signalling from being delivered directly to the agent in Preview mode? 

    As mentioned, the customer insists on using Preview campaigns exclusively.

    I would appreciate any input - all ideas and solution proposals are welcome.

    Kind regards, 

    Torben 


    #Outbound

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    Torben Hedemann B. Eriksen
    NA
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  • 2.  RE: AMD and early media detection on preview campaigns
    Best Answer

    Posted 20 hours ago

    Hi Torben

    This is a real challenge. 

    I had a look at the documentation and even on the Ideas portal, nothing where this is allowed for preview campaigns - https://help.genesys.cloud/articles/call-analysis-response-page/.  Preview campaign fully relies on the agent for this detection and action.  
    If I may ask, any specific reason why your customer only wants to use Preview campaigns?  Is it just regarding the process and time the agents take to release the call, or is it for tracking/reporting purposes?

    I know some Telco providers or SBC devices can detect this and then disconnect the call.  The problem is that this might cause/introduce some other challenges.

    Not sure if anyone else in the community perhaps has another idea/workaround for this.

    Regards



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    Stephan Taljaard
    EMBEDIT s.r.o
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    Original Message


  • 3.  RE: AMD and early media detection on preview campaigns

    Posted 17 hours ago

    Hi Torben, 

    I implemented it using Khomp's SBC.
     
    They asked me to disable the highlighted option in the image below because Khomp would be responsible for classifying the call.
     
    One solution is to check with your carrier or SBC if they have any call analysis service because otherwise, only using  the "Progressive" dialing mode, Genesys performs call analysis, and the dialing is 1-to-1 and only dials when an agent becomes available, meaning the system doesn't try to predict when an agent will be free.
    Perhaps in your list for specific clients, configuring the "Preview Mode Column" option would also be an option.


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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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    Original Message


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