The Silence Call Detection feature provides different methods to handle a call when the platform does not detect voice energy.

The Silence Call Detection feature is available only for Call nodes with Progressive or Predictive call pacing type.

In POM, when an outbound call connects, the call is answered by the customer, an answering machine, or passes through the call classification timeouts. If a call is answered and no voice energy is detected, MPP generates a Call Classification Analysis (CCA) timeout event. This event enables POM to mark the call as Answer Human. Answer Human is the same as a customer answering a call.

On CCA timeout, a resulting action occurs based on the following configuration of the silence call parameter:

• Silence call detection is ON: POM defines the call flow as per the campaign strategy.

• Silence call detection is OFF: POM classifies the call as Answer Human.

You can configure different actions for a Result node with the Silence Detected value.

If POM detects a Silence Call (Silence Detected result), POM performs one of the following actions based on the configuration:

• Connects the call to an agent.

• Runs an application.

• Retry the same or different phone number based on the Retry node configuration in the campaign strategy.