Create a call analysis response

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.