Call analysis dispositions returned for Genesys Cloud Edge
Call analysis, which is only available in wrap-up rule conditions, 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 returns. When adding a call rule, you can type these free-form call analysis conditions in the Disposition box.
| 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 condition is expected to occur after line connect, and it should be ignored during pre-connect as invalid. |
| 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. This condition is expected to be post-connect. |
| disposition.classification.callable.machine | An answering machine was detected based on speech patterns, for example: a long greeting; a machine tone, such as a beep; or, a match against the audioprint database such as a carrier message stating, “We’re sorry, the number you dialed is not available. Please leave a message after the tone.” This condition is expected to occur after line connect, and it should be ignored during pre-connect as invalid. |
| disposition.classification.callable.noanswer | A system timeout was reached where either the called party did not answer the call, or it was answered and there was no greeting, such as a silent greeting. This condition results 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 was detected based on a match against the audioprint database and deemed to be a callable number, such as “All circuits are busy, please try again later.” This condition is expected to occur prior to line connect. |
| disposition.classification.callable.fax | A fax tone, such as CED and CNG, was detected. This condition is expected to be post-connect. |
| disposition.classification.callable.lineconnected | The call entered the connected state using ISDN or SIP signaling that can occur when: the phone call is picked up by a live speaker; the carrier transfers the call to voicemail; prior to a fax tone; prior to a busy tone; or an intermediary device sends the connect, which could be prior to the call being answered by a person or voicemail. This disposition can be seen if the check box Disable Post-Connect Call Analysis is selected in the Call Analysis Response, resulting in an action such as a transfer to a queue on line connect, and 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 to disambiguate between a person or machine. This condition is expected to occur after line connect, and it should be ignored during pre-connect as invalid. |
| 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, such as: “The number you’ve called is invalid. Please check the number and dial again.” This condition is expected to occur prior to line connect. |
| disposition.classification.uncallable.notfound | A Not Found error was returned, that is SIP 404. |
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