Genesys Cloud - Main

Good morning Genesys Community, 

I wanted to see if others have noticed significant delays having dialer agents connected to calls while having Answering Machine Detection enabled?  We are running a power dialer campaign and using WebRTC with Auto Answer enabled and Persistent Connection enabled but have been noticing anywhere from 4-12 second delays from the time the call recipient answers the phone to the time the idle agent is connected to the call.  When reviewing our call recordings you can hear the recipient say hello 2-4 times and a lot of the time they will hang up before or right as the agent is connected to the call. 

I have an open support case on this but I am curious to hear from the community if there are others in the same boat. 

Thank you,
Jimmy
#ArchitectureandDesign
#Outbound
#PlatformAdministration
#Routing(ACD/IVR)
#SystemAdministration

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Jimmy Ortiz
Edelman Financial Engines, LLC
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Hey James, 

We have some issues too but ours are a little different. We have issues leaving a Voicemail using a simple agentless campaign, but only with 1 Phone Carrier. Its almost as if the Genesys Cloud Dialer can't detect that we've reached a voicemail messaging system with this 1 carrier. 

When we review our call recordings, there either isn't one as the dialer did not register the connection OR the recording has the voicemail messaging system saying the clients greeting and our pre-recorded voicemail starts before the beep has occurred. No voicemail is ever left for the client.. 

We have a support case as well and are working with the Carrier and Genesys to find a solution.

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Kymberli O'Hagan
Product Owner, Omni-Channel
Alberta Motor Association
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James, 

I am very interested in following your progress with this.

Kymberli, I had the same issues last year while using the carrier Genesys set us up with (this was a COVID-19 outreach program and not through our normal Engage Cloud dialer and our own carrier) so they changed the carrier Genesys was sending this out on and the issue was corrected. Not sure of your carrier situation, but it seems that you are on the right path with working with the carrier and Genesys.

I realize I'm a bit late to this thread, but we seem to be experiencing a 4 - 10 second delay with AMD enabled as well. Is this expected behavior as far as anyone knows?

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Daniel Ross
Weld North Education
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