Not getting RBT (Ring Back Tone) or voice mail prompt before hearing voice mail beep during outbound call

Question

Use Case:
- From Amazon Connect based contact centre agents make outbound calls to their customers to offer services
- If customer will not reply then call will go to voice mail box of customer (depends if voice mail is enabled by customer or not)

Frequency of issue:
- 30% to 40% of calls

Issue observed:
For majority of the calls agents can't hear Ring Back Tone or Voice Mail Prompt played from customer end, they directly hear 'beep' sound to leave voice message

Points checked:
- Verified latency and other points using https://www.connect-tools.net/endpoint-test/ and observed that agent's systems and network are ideal for application
- Not received any errors in Agent CCP logs which indicates connectivity issues
- Monitored performance of resources in Agent's systems and those are at optimum level
- Enabled Early Media option in Telephony Options in Amazon Connect

Clarence Choi · Answer

This could be your outbound whisper flow is being played.  The default behavior is to use the "Default Outbound" flow that say "This call is not being recorded." and you might have this modified to say something longer.

In the scenario of voicemail, the moment it connected, Connect will play the Outbound Whisper flow while the voicemail greeting is played at the same time.  And when the Outbound Whisper flow done playing, the call is delivered to the agent, and then all they hear is the tail end of the voicemail and the beep.

Check this setup and possibly make a new Outbound Whisper flow with nothing, so agent can hear it earlier.  You can change the outbound whisper flow used in the Queue setting, and the Routing Profile's Default Outbound Queue will determine which Queue's setting to use for this.

Not getting RBT (Ring Back Tone) or voice mail prompt before hearing voice mail beep during outbound call

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