Problems With Answering Machine Detection

[Guest Kyle Sampson]

We recently did an outgoing call test with about 60 phone numbers, and we had some strange results with some of them. VG would occasionally hang up shortly after dialing a call and report it in OutDial_SIT_Unknown.txt. Our system would automatically retry the call (we don't use the built-in retry features in VG, as discussed in a previous post), and sometimes it would work, but not all the time. One number failed consistently with that error 6 times, while other numbers managed to get through -- one to an AM, the other to a live voice.

 

Related to that, several calls showed up in the OutDial_Uncontactable_NoDialer.txt log file. What error would this indicate?

 

Also, in many cases a call would be detected as being picked up by a human when in fact it was answered by an answering machine, resulting in the message being cut off at the start. This seems to occur most often with cell phones. Is there anything we can do to increase the accuracy of the answering machine detection on the Dialogic card?

 

VoiceGuide 5.2.1035 (not yet registered), Dialogic D4/PCI.

 

Thanks again for your assistance.

[SupportTeam]

Could you please post a copy of VoiceGuide's Debug Printout which captures calls, this will allow us to see what is going wrong.

 

When running the script click on VoiceGuide's View menu and select 'Event Trace Log' option - any log information will then appear in this window. You must open the trace window before making the call.

 

Please chose 'save to file' and the after all the tests are complete please post both the MMDDvgm.txt and MMDDtw.txt files from VG's \log\ subdirectory.

 

(MMDD stands for current month and day)

 

The OutDial_Uncontactable_NoDialer.txt entries are probably caused by you running out of the "max 10 outgoing calls" limit in the evaluation version of VG.

 

detected as being picked up by a human when in fact it was answered by an answering machine,

This can happen sometimes if the call is not answered with a normal sounding voice.. were the calls answered with a 'hello..' or similar standard answer?