Detect If People Is Talking

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Asterisk Users 4 Comments

We have some agents that pick calls but say nothing, letting customers
“alone”.

Is there any way to detect if an agent is speaking?

Thank you,

Valter

4 thoughts on - Detect If People Is Talking

  • I’m not sure I understand the situation. Are you saying agents are failing to do their job and just let the customer wait until they hang up in frustration?

    If you record the calls, could you analyze them after the call? I don’t use agents or queues so I don’t know if it is possible, but the
    ‘monitor()’ application records each leg in a separate file.

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    Thanks in advance,
    ————————————————————————-
    Steve Edwards sedwards@sedwards.com Voice: +1-760-468-3867 PST
    https://www.linkedin.com/in/steve-edwards-4244281

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  • It sounds like there is more of the problem that neither the agent or customer knows when to start talking, ergo, when the call is “Connected”, thus the OP wants the agent to start talking before the customer is brought in front of that agent.

    Another solution would be to just play a “fake” recorded “hello” to both ends, maybe with a slight shift, inviting both to start talking.

    I don’t think its a problem with the agents failing to do their job, but rather unsuredness, maybe because it have happened regularly to those agents that they just “speak out in the empty” without any customer on the other end, and thus the agent instead waits for customer to say hello, while customer waits for agent to say hello.

    Its a “classic problem” in the phone industry, so a great solution could be to play a fake hello after both of them are connected, inviting both to start talking, and they will automatically “find” each other.

    —–Ursprungligt meddelande—

  • Hello Sebastian,

    Thursday, December 31, 2020, 9:56:55 AM, you wrote:

    Sebastian> It sounds like there is more of the problem that neither the agent or customer knows when to start talking, ergo, when the call is “Connected”, thus the OP wants the agent to start talking before the customer is brought in front of that agent.

    FWIW, I never say hello when answering numbers I don’t recognize. Mostly robot calls hang up automatically in a few seconds and real people say hello. Fails with real people sometimes. Also gives me a chance to listen for call center noises in the background.

    — Ira

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