Call classification for inbound calls

Last Updated : Jan 21, 2021 |
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The only call classification provided for inbound calls is the ability to detect an incoming fax. It is extremely difficult to differentiate between a live human being and a recorded message for an incoming call because you cannot assume the initial greeting will be as short for an incoming call as it is for an outgoing call. Therefore, any classification for an incoming call other than fax_calling_tone should be treated as if a live human being was detected.
If fax tone is detected when using VoiceXML applications, Experience Portal stops the application and transfers the call to a fax machine.
If fax tone is detected when using CCXML applications, Experience Portal sends the fax_calling_tone event to the application. The call treatment is then decided by the rules which the application designer has configured on the application.
When you add an application to Experience Portal using the EPM web interface, the following parameters in the Advanced Parameters group on the Add Application page determine what happens when an incoming fax machine call is detected:
Parameter
Description
Fax Detection Enabled
The options are:
  • Yes: The application should attempt to identify whether the caller is a fax machine and route any fax machine calls to the telephone number specified in Fax Phone Number.
  • No: The application should not attempt to identify whether the caller is a fax machine.
The default is No.
Fax Phone Number
If Fax Detection Enable is set to Yes, this is the telephone number or URI to which fax machines calls should be routed.