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  • 1.  What is everyone using for Voice Campaign "Call Analysis Responses" and Outbound Flow (for voicemails) settings?

    Posted 20 days ago

    Hello,

    We're having a hard time landing on settings for voice campaigns when it comes to "Call Analysis Responses". We're seeing a good amount of dead air when using Beep Detection with a default setting for "Adjustable Live Speaker Detection Level". Has anyone worked through this any have any suggestions?

    I think I need to understand:

    1) Enable or Disable Beep Detection

    2) What setting for "Adjustable Live Speaker Detection Level"

    3) What are you doing in your Outbound Flow that is used when an Answering Machine is detected?

    4) What do you have set for the Whisper Prompt in the queue? (Setting one or not, and if so, how long is it?)

    5) What is your "No-answer Timeout" on the Campaign?

    For number 3 and 5 above I ask because in the documentation it says when using "Enable Beep Detection":

    • In Architect, use the Detect Silence and Play Audio on Silence actions in your call flows to detect live or voicemail speech, and then determine how the flow proceeds
    • You may want to extend your no answer timeout on the campaign to 60 seconds due to the default ring settings on mobile phones to wait 60 seconds to detect the beep.

    Thank you for any help!


    #Outbound

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    Jeremy Prevost
    Lentegrity LLC
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  • 2.  RE: What is everyone using for Voice Campaign "Call Analysis Responses" and Outbound Flow (for voicemails) settings?

    Posted 18 days ago

    I spoke with Genesys support and they didn't think there are issues with using Beep Detection and Live Speaker Detection Level together despite the warning that comes up ("Refer to documentation before enabling Beep Detection and Live Speaker Detection Modes") but if anyone has experienced differently that would be great to know as well. 



    ------------------------------
    Jeremy Prevost
    Lentegrity LLC
    ------------------------------



  • 3.  RE: What is everyone using for Voice Campaign "Call Analysis Responses" and Outbound Flow (for voicemails) settings?
    Best Answer

    Posted 14 days ago

    Hi Jeremy,

    We also reached out to Care about the Live Speaker Detection Level a couple of months ago and didn't get a concrete answer. Basically, they told us:  "The feature learns as you go. so at the beginning it might flag more calls that are answering machines to agents, this should decrease overtime."

    For most of our Campaigns, the Live Speaker Detection Level setting is disabled, and also no Beep Detection. 

    Here is the link to a community thread with very good posts from Jason McDowell https://community.genesys.com/discussion/regional-rollout-of-pure-4000-adjustable-live-speaker-detection. 

    Hope this may help. 



    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------



  • 4.  RE: What is everyone using for Voice Campaign "Call Analysis Responses" and Outbound Flow (for voicemails) settings?

    Posted 14 days ago

    Hi Tatjana,

    Thank you for the information. Is there a reason you're not using Beep Detection? Also are you using Detect Silence and/or Play Audio On Silence in your flow?

    Thank you,

    Jeremy



    ------------------------------
    Jeremy Prevost
    Lentegrity LLC
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