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  • 1.  Voicemail message not left for outbound campaign

    Posted 11-09-2021 10:50
    No replies, thread closed.
    Good day,

    We are experiencing an issue where some of our outbound campaigns do not leave any voicemail messages, even though we have set up a voicemail campaign.  We have configured "Call Analysis Responses" with the correct outbound call flows and we also have the box checked off for "Enable Beep Detection".  We have the correct outbound flow configured in the "Answering Machine - Outbound flow" fields.  

    Does anyone have any suggestions on why calls would not transfer to this outbound voicemail call flow?

    Thanks!
    #Outbound
    #Routing(ACD/IVR)

    ------------------------------
    Steve Misito
    ------------------------------


  • 2.  RE: Voicemail message not left for outbound campaign

    Posted 03-03-2022 09:27
    No replies, thread closed.
    Did you ever figure out what the issue was?  We are running into the same issue with some calls.  We're currently testing a mix of campaign timeout configs and flow configurations but we haven't found anything that consistently works.

    In our flow we have logic that dictates the route the call takes based upon the interaction being the first attempt at a voice message, where we don't leave a message.  We only leave a message during the second time the number being called presents voicemail.  

    Through our testing we have had multiple issues, here are a couple.

    1. On the first time we call a number and hit their VM it runs some data actions then disconnects yet, the customer is getting a 3 second VM that is blank and then hangs up.
    2. KIND OF RELATED - we are also having instances where the call analysis thinks it's a live person who has picked up so it transfers to what we call "the main flow".  This causes a voicemail to be left.  That VM is actually the beginning of our customer greeting from our "main flow"

    If resolved, what was your campaign timeout setting?
    How did you have the flow configured?  Specifically the detect silence and play audio on silence usage?

    ------------------------------
    daniel white
    Cognizant Technology Solutions
    ------------------------------



  • 3.  RE: Voicemail message not left for outbound campaign

    Posted 03-14-2022 05:21
    No replies, thread closed.
    Hi Daniel,

    A few things we configured to correct this issue and send out successful voicemail messages:

    • We have changed the "No-Answer Timeout" from 30 seconds to 60 seconds on each campaign under "Campaign Management". This helped to actually deliver the voicemail messages.
    • We have added a "Play Audio on Silence" widget at the top of our voicemail call flows to reflect 500ms of blank audio and 7 or 8 seconds of Silence Duration.  This helped us resolve an issue where the first part of our voicemail message was being cut off.
    • For the "Initial Greeting" audio, we set it to blank audio, 100ms of blank audio.

    Hope this helps!  Good luck!

    ------------------------------
    Steve Misito
    ------------------------------

    Original Message


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