Is it possible to detect human pick up in call flow?

Discussion in 'Call Flow Designer' started by AlirezaKeshmiri, Mar 26, 2018.

  1. AlirezaKeshmiri

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    Dear @edossantos ,

    As you know i try to make my auto dialer ,
    I put my last threats for interested persons on making auto dialer .

    Link1 :https://www.3cx.com/community/threads/make-an-auto-dialer.55061/
    Link 2 : https://www.3cx.com/community/threads/how-can-i-check-outbouns-in-cdf.55089/

    Finally ,I can make a successful make call to some numbers (about 20 numbers for test) , but
    some of them are

    1- auto answer machines or Fax machines
    2- wrong number
    3- phone number that they are out of service area or they are offline
    4- phone number that they reject our calls

    these situations have one bad effect in my dialer :
    I have Menu in my Main flow , and in these situation my auto dialer goes to timeout section in menu , then the empty call will transfer to my agent .

    I need to detect The human pick up in order to catch this fault and recall the offline phone numbers in another time , is it possible ?
     
  2. voiptoys

    voiptoys Member

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    If you are initiating a call within a CFD, the control of the call is no longer within the CFD. So, no there is no way to detect whether the call was answered within the original call flow. I suppose you could initiate the call from within one CFD that connects the call between the outside party and another CFD. The 2nd CFD then can assume the call was answered provided the MakeCall called the external party first. The only danger is that the outside party might hear ringing if the 2nd CFD didn't answer instantly. It's a pretty hacky approach, to be sure, but that's the best I can come up with at the moment.
     
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  3. AlirezaKeshmiri

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    Hi @voiptoys ,
    Thanks ,

    Can you explain more ?
     
  4. voiptoys

    voiptoys Member

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    There is no ability to get access to the audio stream to detect whether it is a human, IVR, or answering machine that answered the phone. Your only option is to make a call between an IVR and a outside contact. Then, if the caller makes a selection on the IVR, then you know it is a human because and IVR or answering machine will not be making IVR selections :). For example, the Digital Receptionist could say something like "to talk with a billing specialist, press 1", then transfer the call to a queue.
     
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  5. edossantos

    edossantos Support Team
    Staff Member 3CX Support

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    Hi @AlirezaKeshmiri,

    Unfortunately there is no way to access the audio stream to detect who answered the call. You can avoid transfering the call to your agents when there is no selection in your Menu component.

    Kind regards.
    Ernesto .
     
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  6. Faserm

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    I was attracted by the title.