Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: scoll7567 on April 13, 2011, 05:28:00 PM

Title: Answering Detection
Post by: scoll7567 on April 13, 2011, 05:28:00 PM

Quick question -- roughly 50% of calls routed to my agents are answering machines.  Is this the norm?  I'm hearing only 10% of answering machines should get through.  What are you guys seeing out?

Title: Re: Answering Detection
Post by: cavagnaro on April 13, 2011, 05:37:27 PM

Are you using Genesys CPD? If so, how have you configured it? Did you tune it according to your specific region?
If using other CPD as Alcatel GPA2 board or Avaya or AudioCodes then you still have to review that configuration. One good idea is to record the analysis your VAD device is doing so you can analyze it later and verify results vs configuration

Title: Re: Answering Detection
Post by: scoll7567 on April 13, 2011, 05:43:44 PM

Cavagnaro thanks for the quick response

Yep, we are using Genesys CPD and Genesys states it is configured correctly not sure whether it is tuned to my region.  I'm assuming my rate is higher than the norm?  What rates have you seen?

Title: Re: Answering Detection
Post by: cavagnaro on April 13, 2011, 06:02:30 PM

Well 90% is a usually minimum requirement...however will depend on how your telcos work, for example, in my country on of them decided to send only silence for AM so there is nothing to detect... :S

Title: Re: Answering Detection
Post by: scoll7567 on April 13, 2011, 06:19:20 PM

I'm reviewing the OC deployment guide where can I find the set-up/configuration for the AM detection. 

Title: Re: Answering Detection
Post by: fnunezsa on April 13, 2011, 06:23:33 PM

Maybe CPD is configured correctly, but what about your Dialogic boards? I've seen some configuration changes made to Dialogic boards to help AMD to be more accurate as depicted in http://www.dialogic.com/support/helpweb/helpweb.aspx/924/tuning_cpa_templates_for_springware_dm3_and_hmp/dm3. Obviously this is for DM3 dialogic board, but I believe there should be one tuning procedure for all Dialogic boards.

Title: Re: Answering Detection
Post by: scoll7567 on April 15, 2011, 02:32:48 PM

I'm comparing the server properties (options tab) configuration to the manual and it seems most of our items are set to the defaul setting.  Is this the norm?  If I can figure out how to post a picture (or someone can tell me) I display the setting.

Title: Re: Answering Detection
Post by: creading001 on April 27, 2011, 09:00:04 AM

Hi,

I would try some other CPA product like this ...

http://sangoma.com/products/software_products/netborder_suite/call_analyzer_cpa.html

Craig

Title: Re: Answering Detection
Post by: cavagnaro on April 27, 2011, 04:13:57 PM

and could it be integrated to the Genesys Framework somehow?

Title: Re: Answering Detection
Post by: cavagnaro on April 27, 2011, 06:54:54 PM

answering myself: YES! using SIP Server, seems pretty cool actually, will test it and see how far can it go

Guys, using a 600JCT 1E1 board, how do you fine tune it? I have seek for some config file but no luck...any ideas? We are facing an issue that some Telcos VM systems are giving a silence after the connect Message and therefore by some reason the Dialogic catalogs this as Answer... any idea on how to attack this?

Title: Re: Answering Detection
Post by: Fra on April 28, 2011, 09:22:31 AM

To be honest, this can be done PROPERLY only by Dialogic...

Title: Re: Answering Detection
Post by: cavagnaro on April 28, 2011, 05:45:50 PM

Yep, have same idea but failing on the "how-to"...
I found a qual.c file to fine tune the dialogic board, but it asks for a set of h files to compile it and no clue from where to get them....stuck on that point...

Title: Re: Answering Detection
Post by: minuteman on May 09, 2011, 11:11:36 PM

Qual.exe and template are attached to last post in that thread:
http://www.dialogic.com/den/forums/p/1446/5364.aspx

Title: Re: Answering Detection
Post by: cavagnaro on May 10, 2011, 01:00:00 AM

Nice!  ;D

But now...from where do I get the dll libraries requested??

Title: Re: Answering Detection
Post by: minuteman on May 10, 2011, 03:18:45 AM

qual.exe uses Dialogic voice API, so it will work only on host where Dialogic board and software actually installed. As far as I remember, qual.exe needs voice and standard run-time libraries what are located in <dialogic root>\lib folder and that folder has to be in PATH environment variable - if Dialogic has been properly installed.
By the way, it is all about Windows - if you use Dialogic on Linux, I wash my hands.

Title: Re: Answering Detection
Post by: cavagnaro on May 10, 2011, 01:35:30 PM

lol, thanks a lot! And yes, this is a windows installation so all your help fits like a glove :)
Thanks a lot again!