Call analysis responses overview
The system automatically detects whether a call is answered by a live party or by an answering machine. Call analysis responses define the actions a campaign should take for each detection result. As an administrator, you can assign a response set to each campaign and configure campaigns to take different result actions.
Use this page to define, for non-preview campaigns, the action that the Genesys Cloud Edge should take, based on call analysis results. For example, you can configure the Edge to hang up when call analysis detects that an answering machine answered instead of a live person.
To configure this feature, define a call analysis response entry. Then, assign the call analysis response to a campaign. When you start the campaign, the system sends its response table to the Edge, telling it how to process call analysis results for that campaign. Each campaign can have its own set of call analysis response actions.
To sort this view, click the Name column. The caret in the Name heading indicates whether the column is sorted in ascending or descending order. To filter the list, type all or part of a name in the Search box. If you don’t type any search text, then the column lists all entries.
Columns in the view
|Check boxes||Select items for processing by an action, such as edit or delete.|
|Name||Click a hyperlink to open the properties of an entry. To filter the list of entries, type all or part of a title in the Search box.|
- Create a call analysis response
- Edit a call analysis response
- Copy call analysis responses
- Delete call analysis responses
- Assign a call analysis response to a campaign
The system automatically detects whether dialed numbers are SIT Uncallable. It does not redial them.
If outbound dialing places a call and afterward, call analysis detects special information tones indicating that the telephone number dialed is un-callable, a wrap-up code of ININ-OUTBOUND-SIT-UNCALLABLE is assigned by the system. Thereafter, that telephone number will never be redialed on subsequent recycles of the contact list.
This happens independently of any call analysis responses assigned to the campaign.