Genesys Cloud's call analysis response system provides comprehensive customization capabilities for managing outbound call handling through configurable post-connect analysis, answering machine detection (AMD), and beep detection features. Access and configuration require Outbound Response Set and Architect Flow permissions.
The platform offers adjustable live speaker detection with multiple sensitivity modes ranging from Disabled through High, along with voiceprint identification for carrier messages, busy signal detection, and fax identification. Default carrier message identification prevents approximately two-thirds of voicemail and answering machine calls from triggering live voice responses, with an additional 3 percent of calls (busy announcements and faxes) prevented from reaching live voice actions.
Users can configure distinct response actions for both answering machine and live voice scenarios, including hangup, transfer to queue, or transfer to outbound flow options. Optional configuration settings allow complete disabling of post-connect call analysis, disabling AMD while maintaining carrier message identification, or enabling beep detection to delay responses until after voicemail beeps. Proper system operation requires SIP phone trunk settings with Media Method configured to normal.
Configuration is accessed through Menu > Digital and Telephony > Outbound > Call Analysis Responses. Performance optimization involves adjusting detection sensitivity levels, though higher sensitivity settings may reduce accuracy. When transferring live voice calls to Architect flows, call pacing is affected as compliance abandons become unavailable. Detection speed can be adjusted across multiple modes, with higher speed modes reducing analysis time while consequently decreasing accuracy for both live voice and answering machine detection. Configuration changes require explicit saving to take effect. The system documentation includes related topics covering outbound dialing concepts, call delivery mechanisms, and campaign assignment procedures.
The following permissions:
Outbound > Response Set – Add, Delete, Edit, and View
Architect > Flow – Search
Click Menu > Digital and Telephony > Outbound > Call Analysis Responses.
Click a link in the Name column to display its values.
(Optional) Rename the entry using the Call Analysis Response Name box. This name can contain spaces and special characters, but must be unique.
(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).
(Optional) If you do not want the system to distinguish between a live voice and an answering machine, click Disable Answering Machine Detection. When thecall 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.
If you selected a transfer option and want the system to delay the response until after a voicemail beep, click Enable Beep Detection.
Notes:
Enable Beep Detection is an option to enable when voicemail or an answering machine is not being detected by AMD.
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.
For each of the call analysis results, Answering Machine and Live Voice, 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.
Note: Sending live voice calls to an architect flow impacts pacing, as compliance abandons are not possible due to every connect being answered by the flow.
To select a different mode for improved call analysis performance, use Adjustable Live Speaker Detection Level.
To select a live speaker detection level, Post-Connect Call Analysis and Answering Machine Detection must be enabled. To enable Post-Connect Call Analysis, make sure the check box Disable Post-Connect Call Analysis is not selected. To enable Answering Machine Detection, make sure the check box Disable Answering Machine Detection is not selected.
The speed of detection for a person most likely detected or a machine most likely detected can be selected for the following modes.
Notes:
As the mode increases, from Disabled through High, the live voice and Answering Machine Detection accuracy decreases, as there is less time for analysis, which increases the speed to detection.
Make sure that the SIP phone trunk setting Media Method is set to normal.