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  • 1.  Long Delay Connecting to Outblond Flow Message

    Posted 06-04-2020 10:36
    No replies, thread closed.
    Hi all,

    I have a pretty basic outbound dialer, all is working fine, however, when the caller answers, it is taking a good 15-20 before the Play Audio kicks in. Any "secret" to cutting that connection time down?

    Thanks!
    #Outbound

    ------------------------------
    Michael McQuaid
    AdaptHealth LLC
    ------------------------------


  • 2.  RE: Long Delay Connecting to Outblond Flow Message

    Posted 06-04-2020 10:44
    No replies, thread closed.
    Are you saying you are using an Agentless campaign and it is taking that long for the Outbound Call flow audio to be heard?

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 3.  RE: Long Delay Connecting to Outblond Flow Message

    Posted 06-04-2020 10:47
    No replies, thread closed.
    That is correct

    ------------------------------
    Michael McQuaid
    AdaptHealth LLC
    ------------------------------

    Original Message


  • 4.  RE: Long Delay Connecting to Outblond Flow Message

    Posted 06-04-2020 11:07
    No replies, thread closed.
    What type of deployment do you have? PureCloud voice? 

    Where are the Edges? On-premises if not PCV? In the cloud if BYOC Cloud?


    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Long Delay Connecting to Outblond Flow Message

    Posted 06-04-2020 11:18
    No replies, thread closed.
    Genesys Cloud - BYOC
    virtual-edge x8

    ------------------------------
    Michael McQuaid
    AdaptHealth LLC
    ------------------------------

    Original Message


  • 6.  RE: Long Delay Connecting to Outblond Flow Message

    Posted 06-04-2020 11:51
    No replies, thread closed.
    Ok. You may have to open a case with Care to see if there is a big delay between the outbound call setup in SIP (final ACK with the Sonus) and the media starting to play from the Media Microservice in the cloud.

    Check your flow setup to make sure that if you are using a Main Menu as the first audio it should have audio for the Initial Greeting as well as the Menu Prompt. 

    I usually use a Starting Task instead to play the first audio, but that shouldn't make a difference of 10-15 seconds.

    Also, make sure that the prompts really play the way you want when you listen to them from the Prompts tab.

    The only other thing would be looking at communication between the carrier and the PureCloud Voice SBC to see if there are any delays on that side. Care can't see that communication.

    I doubt prompt caching would affect outbound dialing campaigns past the first call...the prompts need to get loaded to cache on the edges if they have not been used for a while. That's something Care can see in the Media microservice logs.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


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