Configuring Silence Call Detection

Last Updated : Sep 12, 2022 |

About this task

The Silence Call Detection option is present under the Call Classification Analysis (CCA) parameters of a Call task node.

Before you begin

You can enable Silence Call Detection only if:

  • Enhanced CCA parameter is ON.

  • Pacing type is Progressive, Cruise Control, Expert Call Ratio, Custom, None, Skill Based, or Time Based.

  • Compliance timers are disabled on the Campaign Creation page.

  • Strict Nuisance Reporting is disabled in Agent Settings in Global Configuration.

Procedure

  1. In the navigation pane, click Proactive Outreach > Manager.
  2. On the Campaigns menu, click Campaign Strategies.
  3. On the Campaign Strategies page, in Name, click the campaign strategy you want to edit.
  4. In the CCA Parameters area of the Call task node, set the Silence Call Detection (SCD) property to ON.
  5. Add a Result node to handle the silence call and provide an action.

    The Silence Detected completion code is available in the Result node.

    The following nodes are available under the Result node to provide an action for a silence call.

    • Retry: To retry the call.

    • Agent: To provide the details of an agent to whom the call needs to be routed.

    • Application: To run an application, such as, play notification, play notification text, and route call to an agent.

  6. Click SAVE.