Genesys Cloud CX

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  • 1.  The Edge does NOT recognize the voice and the call hangs up.

    NEW MEMBER
    Posted 05-20-2022 10:18
    I am having several calls where the dialer receives the call, the client talks for 15s and genesys drops the call, the call takes the ININ-OUTBOUND-MACHINE wrapup code:

    My campaign is Progressive, I have it in a Test Site with 2 Standard Edges, my webRTC is in the same site and the campaign is also in the same site
    This problem is happening with many calls.
    What could this error be due to?
    Do I open a ticket to Genesys?
    #Outbound
    #SIP/VolP

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    Oliver Martinez
    Interbank
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  • 2.  RE: The Edge does NOT recognize the voice and the call hangs up.

    Posted 05-22-2022 11:09
    Edited by Robert Wakefield-Carl 05-22-2022 11:09

    Since the days of the early 90's, voicemail or human detection with dialers has always been based on the premise that a person will say hello, wait a bit and then continue the conversation and for 90% of the people out there, that is true.  The problem lies in the definition of "hello".  Most, if not all, of the VAD rules out there are looking at a hello with a lower (hel) and an upper (low) as we say in the US.  Unfortunately, a majority of the world is opposite with a upper hel (ah) and lower low (low) as in German and Nordic languages.  While variations abound like "Hi there", "This is Robert", or just "yeah?", the VAD algorithms in Genesys Cloud CX are some of the best out there, especially if you let the system know what to listen for.  Genesy provides a way to do this in contact lists so you can target specific lists to a specific language or dialect.  If you open the Contact List and open the Advanced section, there is a place to specify the language/dialect.  This will increase your hit rate tremendously, but you do need to make sure your lists and language match up.  Genesys does provide methods for turning off VAD and all other SIT detections as well, so all calls go to the agents.



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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: The Edge does NOT recognize the voice and the call hangs up.

    Posted 05-23-2022 08:22
    One thing to realize is that VAD (voicemail detection) is only accomplished by listening to the call and determining if there is a human or not.  In the US, that is listening for a "hello" with a stress from lower to upper on the two syllables followed by 1.5 seconds of silence.  In European languages, the stress on the hello is reversed, meaning an upward to lower and then the seconds of silence.  Unfortunately, this is the way that AMD and VAD has been done since the early 90's.  I know that Genesys Cloud VAD is some of the best out there, especially with the new controls.  Your only option is to not allow VAD altogether if you want every possible call to go through to agents.  Another option is to specify the language/dialect of the people you are calling.  If you open up the campaign and click on the advanced section at the bottom, you will see a place to specify the language/dialect that you expect.  That will help in the recognition of "people" better.  This also allows you different lists for each dialect.




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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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