Detect Silence action


Use this action to detect an answering machine message or verbal speech and subsequent silence in an outbound dialing campaign interaction. You can also use this action in inbound, secure, and in-queue call flows. The action detects live or voicemail speech, but not a voicemail beep.

Note: Before you can use this action, make sure that you enable the system to distinguish between a live voice and an answering machine. For more information, see Create a call analysis response.
Name Description
Name field Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the task sequence.
Silence Duration Select the amount of time that the action waits upon encountering silence before taking the success path. By default, the action waits for one second. Leave the default time, or set the value at a minimum of 0.25 seconds and a maximum of 10 seconds.
Timeout

Select the amount of time that the action waits for continuous silence before failing. By default, the action waits for 40 seconds. Leave the default time, or set the value at a minimum of 1 second and a maximum of 1 minute.

Note: If the service times out, the result is a failure and the flow takes the Timeout path.

Define success and timeout paths

Name Description
Success

This path indicates that the action successfully detected the configured amount of silence. Drag the appropriate action below the Success path so that it follows the route you want the interaction to take. For example, a transfer action to the appropriate representative or queue.

Note: An executed Success path indicates that the system encountered no errors during the process. 

Timeout

This path indicates that the action has exceeded the specified amount of time to execute the action. 

Drag the appropriate action below the Timeout path, such as a transfer action to send the interaction to a menu, play audio and loop actions to let the caller try again, or a disconnect action to end the interaction.

Note: Actions use either the default timeout or the flow author’s specified timeout. If the action times out, the flow follows the route specified below the Timeout path. This feature ensures that the customer does not wait too long for the path to continue. As recommended practice, set the timeout length to not longer than 40 seconds.