Differentiate call screeners from answering machines

Administrators can use the tools available in Genesys Cloud to configure call analyisis to differentiate call screeners from answering machines. To set up this differentiation, perform the following steps.

1. Disable beep detection in the call analysis response set. This allows the analyzer result to contain the detected screener, which is necessary for later steps. For more information, see Create a call analysis response.
   Notes:

   • In general, Genesys Cloud detects answering machines early before the beep, on average approximately two seconds into the voicemail prompt. Genesys Cloud detects Apple Call Screening within the first two seconds of the approximately five second long opening prompt.
   • The analyzer value only holds the last detected analyzer event that causes the disposition, the beep overwrites the recording.ivr.callscreener value with tone.machine. This is why you must disable beep detection to make sure that the beep event does not overwrite recording.ivr.callscreener.
2. In Architect, create an outbound call flow and use a decision action to separate answering machines from call screeners. For more information, see Create a flow. Configure the flow in the following way:
   • Use the Detect Silence and Play Audio on Silence actions in the call flow to detect live or voicemail speech. Before the beep, wait for up to two seconds of silence for a voicemail message to play.
   • If call analysis does not detect an answering machine or call screener, proceed with the call normally.
   • If the analysis result indicates a call screener, process the call as described in step 3.
   • If the analysis result does not indicate a call screener, assume that the result is an answering machine.
3. In the Architect flow, add a Call Data action which calls the following API.
   /api/v2/conversations/{conversationId} https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-conversations--conversationId-
4. To determine if the call screener is Apple Call Screening, check the API call result for participants[].calls[].disposition.analyzer.
   If the analyzer result contains the recording.ivr.callscreener prefix, then Genesys Cloud detected Apple Call Screening from an audioprint, similar to the following example.
   Show meClick to expand

                      "disposition": {
                           "name": "disposition.classification.callable.machine",
                           "analyzer": “recording.ivr.callscreener.apple.b4.en.us.{Name}.5",
                           "dispositionParameters": {
                               "adjustableLiveSpeakerDetection": {
                                   "mode": "disabled",
                                   "preconnectDuration": "PT14.50596S",
                                   "eventName": "speech.generic",
                                   "isPersonLikely": false,
                                   "totalRingbacks": 2,
                                   "lineConnected": true
                               }
                           }

   
   
   Note: Genesys Cloud can differentiate Siri voices from live voices in case of American or Australian English Siri voices from the United States, Canada, and Australia.