We are using Genesys Media server for Call progress detection.
Compoents details given below:
Genesys SIP server: 8.1.000.55 version.
Outbound Contact Server: 8.1.100.05 version
Media Control Platform server:8.1.401.66 version
Issue is, when outbound call is answered by customer, there is a delay for about 8 to 10 secs to reach the agent.
In sip logs: To detect cpd.result , From INVITE (Customer Number) to INFO(cpd-result) message its taking about 23 secs then within 4 sec there is EventOffHook.
As per the CPD recording file Customer has immediately said “Hello” when the call has been picked up.
In SIP server “cpd-info-timeout” option value is configured to “7”.
Need to know how we can fine-tune so that there is no longer delay between Customer’s Answer and Call ringing at Agent’s Desk.
I have installed OCS solution in VoIP ready mode and I have not registered behavior which you describe. What say SIP server and MCP logs? Where the delay is generated?
I have one more query ,
Customer picks the call and tricks the system as answering machine, Genesys Media server detects cpd.result as cpd.machine with call result as AMD, Is this the right behavior of the system?
I believe ,even if customer tricks the system as answering machine, it must detect as human ?
Trick? How does he “trick”? Explain further…talk continuously without stopping for a while? If so, how can the detector know he is not being fooled??? Remember all VAD machines detects waves, not clever enough to tell them “hey, stop kidding”
I agree with both of you.
I mean Customer receives the call and speaks like customized voicemail (Example : I am xyz, Please leave the message).
In this cases Genesys Media server detects cpd.result as cpd.machine, and starts playing the announcement, as we have AMD treatment.
Customer hears the announcement.
This testing was done with “am-beep-detection = false” in OCS, because many customer doesn’t have beep for the voicemail.
What kind of human can speak as an answering machine and why he talk like this (deliberately)? It is not human,it is a devil.
And now without joke, how can GVP recognize whether it is a human,if he had talked as AM. GVP does not see if really is a human on other side? GVP have not got a crystal ball.
It’s a well known scenario called ‘false positive’.
It’s already been given an answer to your particular issue, however, one of the goals of tweaking a dialler / answering machine detector is minimizing it.
