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  • 1.  Are repetitive sounds perceived as machine?

    Posted 06-03-2024 21:38
    No replies, thread closed.

    Hello,

    Upon reviewing the recording, it was noted that when the tester answered the phone and repeatedly said "hellohellohellohello," or "yesyesyesyesyes," the call was disconnected after 4 seconds, and the system wrap-up code "ININ-OUTBOUND-MACHINE" was logged.

    This indicates that the system detected it as a machine.

    There have been about two such calls.

    Even if the voice is clear and accurately recorded, does the Genesys Cloud system perceive it as a mechanical sound if repetitive words are spoken in a short time?


    #Outbound


  • 2.  RE: Are repetitive sounds perceived as machine?
    Best Answer

    Posted 06-04-2024 11:49
    No replies, thread closed.

    Sort of. It's more about the length of speaking and silence then a mechanical sound determination. Most people don't answer the phones with continuing talking . That's generally something that an answering machine message will have. 

    I'd instruct the testers to answer the phone like a person normally answer a call to get a more realistic experience on how the system performs.  



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    Eric Berkshire
    New American Funding, LLC
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