[asterisk-users] Detect if people is talking

[Sebastian Nielsen]

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-----
Från: asterisk-users-bounces at lists.digium.com <asterisk-users-bounces at lists.digium.com> För Steve Edwards
Skickat: den 31 december 2020 18:36
Till: Asterisk Users Mailing List - Non-Commercial Discussion <asterisk-users at lists.digium.com>
Ämne: Re: [asterisk-users] Detect if people is talking

On Wed, 30 Dec 2020, Valter Nogueira wrote:

> We have some agents that pick calls but say nothing, letting customers 
> "alone". Is there any way to detect if an agent is speaking?

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.

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

--
_____________________________________________________________________
-- Bandwidth and Colocation Provided by http://www.api-digital.com --

Check out the new Asterisk community forum at: https://community.asterisk.org/

New to Asterisk? Start here:
      https://wiki.asterisk.org/wiki/display/AST/Getting+Started

asterisk-users mailing list
To UNSUBSCRIBE or update options visit:
   http://lists.digium.com/mailman/listinfo/asterisk-users

-------------- next part --------------
A non-text attachment was scrubbed...
Name: smime.p7s
Type: application/pkcs7-signature
Size: 5715 bytes
Desc: S/MIME Cryptographic Signature
URL: <http://lists.digium.com/pipermail/asterisk-users/attachments/20201231/7ecc1023/attachment.bin>