Call analysis responses page (without headline)

From this page, administrators define the action Genesys Cloud Edge takes based on call analysis results for non-preview campaigns. For example, an administrator can configure the Edge to hang up when call analysis detects that an answering machine answered instead of a live person.

call-analysis-responses

To configure this feature, an Outbound admin defines a call analysis response entry. The administrator assigns 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 the 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 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, it lists all entries.

Columns in the view

Column Description
Check Boxes By checking boxes in the first column, administrators select items for processing by an action such as edit or delete.
Name The name of each entry is a hyperlink that opens the properties of that entry. To filter the list of entries, type all or part of a title in the Search box.

Procedures

Prerequisites

The following permissions:

  • Outbound > Responseset > Add
  • Outbound > Responseset > Delete
  • Outbound > Responseset > Edit
  • Outbound > Responseset > View
  • Architect > Flow > Search

    1. Click Admin.

    2. Under Outbound, click Call Analysis Responses.

      figure shows the call analysis view

    3. Click Create New. 

    4. Type a unique and descriptive name in the Call Analysis Response Name box. This name can contain spaces and special characters, but must be unique.

      Figure shows how to name a call analysis response entry

    5. If you do not want the system to enable call analysis after the call connects, click Disable Post-Connect Call Analysis. When the call connects, the system disables all call analysis after the call connects and also disables Answering Machine Detection (AMD).
    6. If you do not want the system to distinguish between a live voice and an answering machine, click Disable Answering Machine Detection. When the call connects, the system transfers it without evaluating for a machine.
      Note: If AMD is disabled, the system still accurately prevents around two-thirds of voicemail/answering machines from going to the live voice response action since many known default carrier messages can be identified almost immediately by way of spotting the "voiceprint". Busy carrier announcements and tones, which typically account for about 3 percent of all calls, and faxes, are also detected and prevented from taking the live voice response action.

    7. If you selected a transfer option and want the system to delay the response until after a voicemail beep, click Enable Beep Detection.

      Notes:
      • 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.
      • 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.

    8. For each call analysis result, select one of the following actions for the system to take:

      • Hangup disconnects the call.

      • Transfer returns the call to the campaign's queue so that the next available agent can answer it.

      • Transfer to Outbound Flow transfers to the outbound flow you select. Create outbound flows beforehand using Architect. 

    9. After you assign an action to every call analysis result, click Save.


      Note: An error message appears if the new call analysis response exceeds the maximum limit count of 1000. Delete old or obsolete call analysis responses as needed and click Save again to complete the new call analysis response configuration.
       

 

  1. Click Admin.
  2. Under Outbound, click Call Analysis Responses.

  3. Click a link in the Name column to display its values.

    figure shows where to click an entry name to open it for editing

  4. (Optional) Rename the entry using the Call Analysis Response Name box. This name can contain spaces and special characters, but must be unique.

  5. (Optional) If you do not want the system to enable call analysis after the call connects, click Disable Post-Connect Call Analysis. When the call connects, the system disables all call analysis after the call connects and also disables Answering Machine Detection (AMD).

  6. Under Response Actions, select one of the following actions for the call analysis result:.

    • Hangup disconnects the call.

    • Transfer returns the call to the campaign's queue so that the next available agent can answer it.

    • Transfer to Outbound Flow transfers to the outbound flow you select. Create outbound flows beforehand using Architect.

  7. (Optional) If you do not want the system to distinguish between a live voice and an answering machine, click Disable Answering Machine Detection. When the call connects, the system transfers it without evaluating for a machine.

    Note: If AMD is disabled, the system still accurately prevents around two-thirds of voicemail/answering machines from going to the live voice response action since many known default carrier messages can be identified almost immediately by way of spotting the "voiceprint". Busy carrier announcements and tones, which typically account for about 3 percent of all calls, and faxes, are also detected and prevented from taking the live voice response action.

  8. Click Save.

  1. Click Admin.

  2. Under Outbound, click Call Analysis Responses.

  3. Check the box in the first column for each entry you want to duplicate. The copy command duplicates each item that you check.

    Figure shows an entry that is checked for deletion

  4. Click Copy.

    figure shows which button to press to duplicate marked items

    The system duplicates the selected items and appends the name of each copy with "- copy" followed by a number.

    Figure shows result of copy operation

Administrators can delete a response entry if it is not assigned to a campaign.

  1. Click Admin.

  2. Under Outbound, click Call Analysis Responses.

  3. Select the check box next to each item to delete. 

    Figure shows an entry that is checked for deletion

  4. Click Delete.

    Figure shows delete button

  5. When prompted to confirm the delete operation, click Yes.  The system deletes the selected items or displays an error message.

    Figure shows delete confirmation prompt

  1. Click Admin.

  2. Under Outbound, click Campaign Management.

  3. Click the Voice Campaigns or Digital Campaigns tab.

  4. Locate the campaign to which you want to assign a call analysis response entry, and check the status column. If the campaign is enabled (On), then disable it (Off), because you cannot change the properties of a running campaign.

  5.  To edit a campaign's properties, click its name.

  6. From the Call Response list, select the call response set to assign to the campaign. Type all or part of a name to narrow selections or leave the box empty to list all entries.

    figure shows control used to select a call analysis response set

    Note:  If the Call Response list is empty, click Cancel, and then create a new call analysis response entry. Afterward, use this procedure to assign it to the campaign.

  7. Click Save.

  8. If the campaign was previously running, enable the campaign in the Status column to restart it. Assigning a call response set has no effect until the campaign is running and selecting records to dial.