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

In POM, when an outbound call connects, the call is answered by the customer or an answering machine, or it 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 after the configured CCA timeout.

On CCA timeout, POM does the following based on the configuration of Silence Call Detection:

• If Silence Call Detection is set to ON, POM classifies the call as Silence Detected and defines the call flow according to the campaign strategy.

  If POM detects a silence call, it performs one of the following actions based on the campaign strategy configuration:

  • Connects the call to the agent.

  • Runs an application.

  • Disconnects the call and attempts to connect with the same contact on another phone.

• If Silence Call Detection is set to OFF, POM classifies the call as Answer Human.

The Silence Call Detection feature is available for Call task node with Progressive, Cruise Control, Expert Call Ratio, Custom, None, Skill Based, and Time Based pacing only.