Genesys Cloud - Main

Dear @Genesys Community,

I'm experiencing an issue with outbound voicemail handling. I've configured a voice campaign using Call Analysis Response (CAR) to distinguish between live answers and answering machines, and I route calls to different Architect flows accordingly.

The issue occurs in the answering machine flow. I've added custom prompts to play when a voicemail is detected, but the beginning of the prompt is getting cut off. It seems that Genesys is playing a default system message like "This call is going to voicemail..." before my custom prompt, causing an overlap and resulting in the first few words of my prompt being trimmed.

To fix this, I've tried:

• Adding a short silent audio at the beginning of the prompt
• Enabling Deep Detection in CAR
• Using "Detect Silence" settings

However, none of these approaches have resolved the issue.

Can someone please guide me on the correct steps to ensure my custom prompt plays cleanly without being overlapped or trimmed?

Thanks in advance!

#ArchitectureandDesign
#Outbound
#PlatformAdministration

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Haridass Sarangan
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Hello Haridass,

This is an interesting issue. Does this happen all the time no matter the contact? It could be a timing value issue. I have seen in the past that increasing the timing values has helped resolve issues like this. Look for something like "No Answer Timing" or something like that. 

Cheers, 

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Cameron
Online Community Manager/Moderator
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When playing your custom prompt, have you tried using the, "Play Audio on Silence action", which has the capability to detect barge-in to stop and replay the message again after the specified amount of silence is detected? That would help to have your prompt interrupted and restarted to eventually have it play after the beep for cases where the call is being transferred to the outbound call flow prior to the beep.  This option and similar notes can be referenced in step 7 at, "Create a call analysis response", where this would be used in conjunction with Beep Detection on the Call Analysis Response.

For the system message you referenced, "This call is going to voicemail..." played before your custom prompt, are you seeing this message coming into the system (as in, this is the voicemail of the dialed number that was reached with Machine detected just before this message) or is it being played out of the system to the number that was dialed?  My above answer assumes that this message is coming into the system, your custom play starts somewhere during that message, and then the actual beep comes, which is why your custom play is getting cut off.

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Jason McDowell
Software Development Engineering Manager
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Hi Haridass,

are your "Play audio"-Action marked as "Enable Barge-in"? If so, deactivate it. Second guess: After the prompt that is getting cut off use a "Flush Audio"-Action.

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Christoph Domaschke
Leiter Service Center (Cronbank)
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