IntroductionThis document provides an overview of the LiveVox Enhanced Call Progress Analysis (e-CPA). Enhanced Call Progress Analysis (e-CPA)Historically, LiveVox has primarily leveraged Session Initiation Protocol (SIP) Response Codes and timing patterns in order to perform Invalid and No Answer detection. While this approach provided
highly accurate results in most scenarios, it was not uncommon for some Local Exchange Carriers (LEC) to provide semi-ambiguous SIP Response Codes for some disconnected numbers. In order to
avoid reporting potentially valid numbers back to clients as invalid, which might trigger the automated removal of the number from their billing/CRM system, the decision was made to return
these ambiguous results back to clients as 'No Answer'. In an effort to improve our overall accuracy LiveVox has developed 'Enhanced Call Progress Analysis', or e-CPA, which requests and then
analyzes carrier Early Media audio in addition to SIP Response Codes and timing patterns. Tens of thousands of dials were made during testing, with thousands being reviewed manually.
Through a process of continual refinement and re-testing, e-CPA accuracy has been validated at better than 95%. This is believed to be a conservative number. Setup process- e-CPA is enabled by LiveVox. Please contact Client Services team at clientservices@livevox.com to enable this feature.
- Be advised that as part of the setup, Dial Timeout will be changed to 48000 milliseconds which is approximately 8 rings.
- Due to the increased detection accuracy achieved through e-CPA, it is no longer necessary or advisable to requeue 'Invalid Phone Number' outcomes as the intra-day outcome is not
likely to change. As such, once e-CPA is enabled, LiveVox Client Setup will update all dialing strategies to eliminate requeues on Invalid Phone Number results.- To review, navigate to the Strategy Manager by selecting the Strategy link from the Dialing Config drop down menu from the navigation panel in LVP.
- The Requeue option for ‘Invalid Phone Number’ should be blank (as shown below).
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- Upon implementation of e-CPA, an increase in the number of Invalid Phone Number results and a decrease in the number of No Answer results is likely. If you are removing Invalid Phone
Numbers from your CRM application, this should be a short-lived increase. This is a function of e-CPA properly reporting many 'Invalid Phone Number' results where 'No Answer' was previously reported.- LiveVox strongly suggests that you remove Invalid Phone Numbers, as reported by LiveVox, from your billing/CRM system(s).
- Also, you may find that your connect rates have increased since your contact lists contain fewer invalid numbers. If you are using the ‘Lines per Agent’ or ‘Max CIP’ pacing modes on agentbased services please be aware that your pacing throttles may need to be adjusted downward to compensate for the increased connect rates. Failure to do so may result in an increase in the number of abandoned calls.
- e-CPA is not intended for Manual, Inbound, HCI or Preview All services. However, upgrading to e-CPA will NOT negatively impact the use of those services.
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Enhanced Call Progress Analysis |