Symptom / Need

The following situation may be reported during the start of your automated calls:

• When answering the call, an audio recording of approximately 20 seconds is heard with unusual sounds (described as breathing, background noises, among others).
• The sound occurs just before the IVR begins its normal speech.
• You identify that these audios have not been configured by your operation on the platform.

Context / Scenarios

This technical condition is typical of environments with the following characteristics:

• Service: Telephony with Predictive Dialer.
• Configuration: Campaigns with VAGENT -type Skill that transfer the call to an IVR diagram.
• Key differentiation: The sound does not occur when the call is handed off to a human agent; it is exclusive to calls directed to automated systems (IVR).

Answer / Solution

Initial validations

Before reporting this behavior as a fault to the service desk, we invite you to perform the following technical checks:

1. AMD Component Identification: Check if your campaign has the AMD (Answering Machine Detection) module active. The perceived audio is a technical response from this algorithm.
2. Silence Activation Mechanism: Observes whether the end user remains silent when answering. Upon detecting a silent channel, the AMD engine automatically triggers frequency tones designed to elicit a voice response. These tones can be interpreted by the human ear as background noise, breathing, or other unusual sounds.
3. Validation Purpose: Please note that the system primarily uses this tone for IVR calls to ensure a human is present before the diagram starts. This prevents your IVR from speaking into empty space or being picked up by an answering machine.
4. Nature of the Sound: Please note that these tones are intrinsic components of the server algorithm. For the security and stability of the detection engine, they cannot be modified or parameterized through the standard user interface.

Technical Conclusion: If your validations match these points, it is a "Standard System Behavior" designed to optimize the effectiveness of your campaigns.

Practical Example

In the "micro" operation, when a predictive campaign is initiated, the system establishes contact with the customer. Because the call is routed to an IVR, the system executes the AMD (Analog-Analog-Machine) process; if the customer does not speak immediately, the system plays background noise to try to capture the user's voice. Once a response is detected, it proceeds to transfer the call to the configured diagram.

Considerations

• Sound Interpretation: Due to the nature of "white noise" and the quality of the telephone line, technical tones may be subjectively mistaken for breathing.
• Optimization: This feature is vital to ensure that your automated messages are heard by real people.

Recommendations

• Support Information: If after reviewing these points you believe the behavior is different, please prepare the following information:

1. IDs of the recordings where the reported sound occurs, including date and time.
2. Skill ID so our team can audit the flow.
3. Percentage of affected.
4. Routing point name and number.
5. Campaign name and ID of the affected skill .

Special Requirements: If your operation requires a different audio experience or custom detection logic, this request should be channeled through your assigned Sales Executive or Customer , as it is considered an enhancement or custom development requirement.