PlayMessageWithAMD

Allows for more intelligent message playback of messages during agentlessContacts made without a live agent for tasks such as one-way delivery of information or messages.. Personal Connection interactions. The action contains advanced functionality in regards to CPA settings and the timing of message laydown.

The only supported formats for pre-recorded Studio audio files are:

WAV (Uncompressed)
- Bit Rate — 64 kbps
- Audio sample size — 8 bit
- Channels — 1 (mono)
- Audio sample rate — 8 kHz
- Audio format — CCITT u-Law
WMA (Compressed)
- Bit Rate — 64 kbps
- Audio sample size — 16 bit
- Channels — 1 (mono)
- Audio sample rate — 8 kHz

Supported Script Types

Phone

Properties

Sequence: WAV file used to play message (can be empty). If there is no WAV file, look for an answering machine, beep, or voice. Default: Blank
ClearDigits: Clear the digits buffer manually. Values: Boolean. Default: True
DetectDTMF: Listen for DTMF (Dual-tone multi-frequency). Values: Boolean. Default: True.
AnswerMachineDetect: If CPA detects the beginning of an utterance, the CPA immediately stops the play and, depending on this setting, returns or says, "I heard an utterance" (begin) or, "I've stopped the play but wait until the utterance is over based on pre-determined silence" or, "I heard a beep". Values: Message Begin or Message End. Default: Message End.
DefaultDetectionTimeout: The number of seconds in which an answering machine greeting will continue to play without the system classifying the call as an answering machine. If the machine greeting exceeds this length of time, the phone number that was dialed may have reached an IVRInteractive Voice Response; an automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. system. Values: 5.0 - 60.0 seconds. Default: 20.
CPADetectionDuration: If the sequence property does not contain a value, run CPA detection for this period of time. Returns default branch if answering machine or voice is not detected. Values: 10 - 300. seconds. Default: 60.

Properties - CPA Advanced

UtteranceMin: The number of seconds that the system attempts to detect voice energy on the line to be classified as an utterance from the customer. The value for this setting should be long enough to ignore static or clicks and short enough to catch actual speech utterances. Values: 0.1 – 0.5 seconds. Default: 0.2.
UtteranceTerminationSilence: The minimum duration of silence required to detect the end of an utterance. Values: 0.1 - 5.0 seconds. Default: 0.3.
CustomerLiveSilence: When conversation detection is not possible, this controls the pause detection accuracy and defines the number of seconds of silence after speech utterance is detected to be counted as a 'pause' and trigger the definition of a 'live' call. Ensure this is long enough to ignore a phrasing pause on answering machine messages and short enough to catch the gap between repeated "Hello?" greetings. Values: 0.5 – 2.0 seconds. Default: 1.1.
MachineMinimumWithoutAgent: The minimum duration of time which a live customer must speak after answering the phone. This duration attempts to strike a balance so that live calls answered like, “Thank you for calling [XYZ] Incorporated. How may I direct your call,” would stay with an agent and short answering machine greetings such as “This is Mike. Leave a message,” are still classified as answering machines. You might need to adjust this according to the demographics of the list you are calling. Values: 2.0 –10.0 seconds. Default: 3.
MachineEndSilence: The duration of silence the system waits once the answering machine greeting has finished taking X branch and started to play a message. If the system detects a beep, the action takes the X branch so that a message can be played immediately. Values: 1.0 – 5.0 seconds. Default: 1.
DebugPattern: Defines which media server logs to initiate. Set only if instructed to by NICE inContact. Values: None, Voice, Tone, or All. Default: None.
CustomerVoiceThreshold: Defines the customer volume level for detection of the customer's voice versus background noise. Values: 100 – 100000 units (similar to decibels). Default: 16000.

Branches

OnError: Take OnError branch when an unexpected error is handled.
OnMachine: Take OnMachine branch when an answering machine is detected. The playback would pause immediately.
OnVoice: Take OnVoice branch when speech is detected. The playback would pause immediately.
OnDigit: Take OnDigit branch when a digit is detected. The playback would pause immediately.
OnBeep: Take OnBeep branch when a beep is detected. The playback would pause immediately.
OnTimeout: Take OnTimeout branch when DefaultDetectionTimeout is met.