Call analysis, available in wrap-up rule conditions only, allows you to perform an action when call analysis detects a busy signal, answering machine, live person, or when no one answers the call. Call analysis supports the following dispositions that Genesys Cloud Edge may return. You may type these free-form call analysis conditions in the disposition box when adding a call rule.

Call analysis condition Reason
disposition.classification.callable.disconnect

The call was disconnected with a Q850 reason code between 1-101 or a SIP reason code between 0-699.

disposition.classification.callable.person

A live speaker was detected to be on the line, based on a greeting such as “hello.” This is expected to occur after line connect (it should be ignored during pre-connect as illegitimate).

disposition.classification.callable.busy

The line is busy (for example, the called party is on the line with another party) based on a carrier spoken message or tone sequence (expected to be post-connect).

disposition.classification.callable.machine

An answering machine was detected based on speech patterns (for example, long greeting), machine tone (beep), or a match against the audioprint database (for example, a carrier message stating, “We’re sorry, the number you dialed is not available. Please leave a message after the tone.”). This is expected to occur after line connect (it should be ignored during pre-connect as illegitimate).

disposition.classification.callable.noanswer

A system timeout was reached where either the called party didn’t answer the call or it was answered but there was no greeting (silent greeting), resulting in the disposition table action of disconnect with a Q850 disconnect reason code of 16, “normal call clearing.“

disposition.classification.callable.sit

A Special Information Tone (SIT) was detected (or a spoken message based on a match against the audioprint database) and deemed to be a callable number (for example, “All circuits are busy. Please try again later.”). This is expected to occur prior to line connect.

disposition.classification.callable.fax

A fax tone (CED, CNG) was detected (expected to be post-connect).

disposition.classification.callable.lineconnected

The call entered the connected state (ISDN or SIP signaling), which can occur when the phone call is picked up by a live speaker, when the carrier transfers the call to voicemail, prior to a fax tone, prior to a busy tone, or when an intermediary device sends the connect (which could be prior to the call being answered by a person or voicemail). This disposition could be seen if Answering Machine Detection is disabled (for example, transfer to a queue on line connect, not waiting to detect a person or machine).

disposition.classification.callable.speech.*

A short segment of human speech was detected (~0.3 seconds), however, it is ambiguous as to whether it will be a person or machine since not enough time has passed yet to disambiguate between person and machine. This is expected to occur after line connect (it should be ignored during pre-connect as illegitimate).

disposition.classification.uncallable.sit

A Special Information Tone (SIT) was detected (or a spoken message based on a match against the audioprint database) and deemed to be an uncallable number (for example, “The number you’ve called is invalid. Please check the number and dial again.”). This is expected to occur prior to line connect.

disposition.classification.uncallable.notfound

A “Not Found” error was returned (that is, SIP 404).