Background call classification

Last Updated : Sep 23, 2022 |

During call classification, if an answering machine is detected, then the system performs either of the following operations based on the settings configured on campaign strategy:

  • Disconnect the call and update the completion code as Answering Machine.

  • Leave a Voicemail.

  • Continue the call with the live agent connected.

You can configure the background call classification actions using the CCA Parameters in a campaign strategy. To know more about the CCA Parameters, see Administering Avaya Proactive Outreach Manager.

Background AMD

When you set the Enhanced CCA property to ON and the Call pacing type is either Cruise Control, Expert Call Ratio, or Progressive, then you can set the Background AMD property to ON.

The POM driver and Nailer application performs the following sequence of steps when the Background AMD property is turned ON:

  1. The Driver application places an outbound call to the customer.

  2. On receiving the off-hook event, the Driver application initiates a request to the agent manager to find the best agent and waits for the duration set in the Live Voice Timeout field on campaign creation wizard, before playing the nuisance application.

  3. If the agent is identified, then the agent manager requests the nailer application to initiate the INVITE/REPLACE for customer call.

  4. If the off-hook duration is less than the Live Voice Timeout, then the nailer application initiates the INVITE/REPLACE to the customer call and starts the call classification. If the duration is more than the Live Voice Timeout, then the nailer application will notify agent manager to clear the agent state by sending the AGTCallFailed event with appropriate failure reason.

  5. If a live voice is detected, then the system updates the completion code with Answer_Human and the agent continues to talk to the customer.

  6. If a recorded message is detected, then there are following three possibilities depending on the Action on AMD specified in the strategy:

    1. Disconnect the call – When POM detects the answering machine, it waits for the Answering machine message to end and then disconnect the call. This disconnect event takes some time to reach the service provider network depending on the network delay which leads to a blank message to the customer phone. After disconnecting the call, POM updates the completion code as Answer_Machine. The router sends a new notification to the agent manager so that the agent does not go into wrapup state on desktop and is ready to take the next call immediately.

    2. Leave a VoiceMail – POM is configured to leave a recorded message on the answering machine or voicemail. The agent has to wait till he hears the answer machine beep from the far end. Once the beep is received, the system leaves a recorded message on the answering machine and drops the call, updating the answer machine completion code. The router sends a new notification to the agent manager so that the agent does not go into wrapup state on desktop and is ready to take the next call directly.

    3. System lets the agent dispose the call. The agent can leave a voice message and dispose the call in wrap-up.

  7. As call classification is started only after a customer is connected to an agent, the CCA OnProgress setting is not considered for agent based campaigns. Also, the CCA efficiency may be impacted if there is a delay in call patching by few seconds. So, call queuing must be disabled on background AMD.