Flow block: Check call progress
Important
This block works with outbound campaigns only.
Description
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Engages with the output provided by an answering machine, and provides branches to route the contact accordingly.
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It supports the following branches:
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Call answered: The call has been answered by a person.
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Voicemail (beep): Amazon Connect identifies that the call ended in a voicemail and it detects a beep.
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Voicemail (no beep):
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Amazon Connect identifies that the call ended in a voicemail but it doesn't detect a beep.
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Amazon Connect identifies that the call ended in a voicemail, but the beep is unknown.
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Not detected: Could not detect whether there is voicemail. This happens when Amazon Connect is unable to make a positive determination of whether a call was answered by a live voice or an answering machine. Typical situations that land in this state include long silences or excessive background noise.
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Error: If any errors are encountered due to Amazon Connect not running correctly after media has been established on the call, this is the path that will be taken by the flow. Media is established when the call is either answered by a live voice or by an answering machine. If the call is rejected by the network or encounters a system error while placing the outbound call, the flow will not be run.
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Supported channels
The following table lists how this block routes a contact who is using the specified channel.
| Channel | Supported? |
|---|---|
Voice |
Yes |
Chat |
No - Error branch |
Task |
No - Error branch |
Flow types
You can use this block in the following flow types:
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All flow types
Properties
The following image shows the Properties page of the Check call progress block.
Configured block
The following image shows an example of what this block looks like when it is configured. It has branches for Call answered, Voicemail (beep), Voicemail (no beep), Not detected, and Error.
