4 ms·

The sound ID of telemarketers

15 points by ashitlerferad 10y ago

bryanhun 10y ago
Might be related to AMD (Answering machine detection)? https://support.twilio.com/hc/en-us/articles/223132567-Can-Twilio-tell-whether-a-call-was-answered-by-a-human-or-machine- https://support.twilio.com/hc/en-us/articles/223132567-Can-T...
- viraptor 10y ago
  It works the other way. AMD waits for a response normally, but doesn't play anything. Maybe there's some special case they're trying to trigger, but it's not the "usual" AMD.
eyeJam 10y ago
i've noticed when i'm called by telemarketers that it's dead silent when i answer. no background noise, no static, just the click that this guy is talking about. if i don't say anything or make any noise and wait for them to say hello first, the autodialer disconnects the call after a couple seconds.
- randycupertino 10y ago
  This is because the autodialer won't assign an agent to your call unless it detects you picking up and speaking. At least, that is how it worked at my old call center, thank the lords I don't work there any more. The bulk dialer would dial hundreds of numbers per minute, but we would only have 5-10 agents per shift sitting in the queue for outbound calls (most hated shift at the call center), so not worth it to have them all sitting there on the line while it's ringing. That time period where it's dead air is the autodialer routing your call to an agent. Same reason you get halfway through or cutoff voicemails from robocalls... they can't tell the difference between a voicemail and you talking so the robomessage starts playing before the voicemail takes the message.
flashman 10y ago
Would be good to get a recording of it. If I had to guess, I'd say it's something to do with adding a salesperson to the call. Imagine your agents are sitting there manually making calls and waiting for a pickup (preview dialling). That's time they could spend talking. Some outbound call systems will make multiple calls at once, then hand over to human operators once a connection is established on any of them (progressive or predictive dialling). The tone might be played as part of handing over a predictive call to an agent.
kimi 10y ago
"It is also customary to send a background tone (be it blank or a beep) to the called party to help set-up the line on SIP circuits. This way the accuracy of AMD is reported to be increased considerably." Source: http://manuals.loway.ch/WD_UserManual-chunked/ch03.html#AMDFAX http://manuals.loway.ch/WD_UserManual-chunked/ch03.html#AMDF...
zzleeper 10y ago
Can we use this to auto-block them? More generally, can we use data about the call to do some spam filtering? EG: listen to the first sec of a call and try to measure the amount of noise, the amount of lag, or if there is any feedback at all (like you would have if you were speaking with another human and not with a robot). Then use that to either kill the call or make it sound.
- daurnimator 10y ago
  But it's only after answering the sound happens. To filter based on it you'd have to answer calls before the end user's phone even rung.
  - Turing_Machine 10y ago
    That doesn't seem to be all that difficult, conceptually. Have the system pick up the call (without generating an audible ring for the user) and listen for the block. If it hears it, buh-bye. If it doesn't hear it, then ring the phone for the user, while also playing back a simulated "ringing" signal to the caller, so the caller was unaware that the call had actually been "answered" already.
    - Splines 10y ago
      Conceptually simple, but "answering" the phone with a simulated ring has a lot of side effects. For example, voice mail might be broken. I'm unfamiliar with the exact specifics of how phone calls are routed, but you might be able to get away with more if you own the phone switch (e.g., self-hosted asterisk or something like that).
      - r00fus 10y ago
        I have to be that guy to ask: Does anyone use voicemail anymore? My family doesn't even now that they all have smartphones. No answer? Followup SMS with basic question. Done.
gergles 10y ago
Caller ID being played in-band for some reason? That's about the right amount of time and what it sounds like.

15 points by ashitlerferad 10y ago

Might be related to AMD (Answering machine detection)? https://support.twilio.com/hc/en-us/articles/223132567-Can-Twilio-tell-whether-a-call-was-answered-by-a-human-or-machine- https://support.twilio.com/hc/en-us/articles/223132567-Can-T...

viraptor 10y ago
It works the other way. AMD waits for a response normally, but doesn't play anything. Maybe there's some special case they're trying to trigger, but it's not the "usual" AMD.

eyeJam 10y ago

i've noticed when i'm called by telemarketers that it's dead silent when i answer. no background noise, no static, just the click that this guy is talking about. if i don't say anything or make any noise and wait for them to say hello first, the autodialer disconnects the call after a couple seconds.

randycupertino 10y ago
This is because the autodialer won't assign an agent to your call unless it detects you picking up and speaking. At least, that is how it worked at my old call center, thank the lords I don't work there any more. The bulk dialer would dial hundreds of numbers per minute, but we would only have 5-10 agents per shift sitting in the queue for outbound calls (most hated shift at the call center), so not worth it to have them all sitting there on the line while it's ringing. That time period where it's dead air is the autodialer routing your call to an agent. Same reason you get halfway through or cutoff voicemails from robocalls... they can't tell the difference between a voicemail and you talking so the robomessage starts playing before the voicemail takes the message.

flashman 10y ago

Would be good to get a recording of it. If I had to guess, I'd say it's something to do with adding a salesperson to the call. Imagine your agents are sitting there manually making calls and waiting for a pickup (preview dialling). That's time they could spend talking. Some outbound call systems will make multiple calls at once, then hand over to human operators once a connection is established on any of them (progressive or predictive dialling). The tone might be played as part of handing over a predictive call to an agent.

kimi 10y ago

"It is also customary to send a background tone (be it blank or a beep) to the called party to help set-up the line on SIP circuits. This way the accuracy of AMD is reported to be increased considerably." Source: http://manuals.loway.ch/WD_UserManual-chunked/ch03.html#AMDFAX http://manuals.loway.ch/WD_UserManual-chunked/ch03.html#AMDF...

zzleeper 10y ago

Can we use this to auto-block them? More generally, can we use data about the call to do some spam filtering? EG: listen to the first sec of a call and try to measure the amount of noise, the amount of lag, or if there is any feedback at all (like you would have if you were speaking with another human and not with a robot). Then use that to either kill the call or make it sound.

daurnimator 10y ago
But it's only after answering the sound happens. To filter based on it you'd have to answer calls before the end user's phone even rung.
- Turing_Machine 10y ago
  That doesn't seem to be all that difficult, conceptually. Have the system pick up the call (without generating an audible ring for the user) and listen for the block. If it hears it, buh-bye. If it doesn't hear it, then ring the phone for the user, while also playing back a simulated "ringing" signal to the caller, so the caller was unaware that the call had actually been "answered" already.
  - Splines 10y ago
    Conceptually simple, but "answering" the phone with a simulated ring has a lot of side effects. For example, voice mail might be broken. I'm unfamiliar with the exact specifics of how phone calls are routed, but you might be able to get away with more if you own the phone switch (e.g., self-hosted asterisk or something like that).
    - r00fus 10y ago
      I have to be that guy to ask: Does anyone use voicemail anymore? My family doesn't even now that they all have smartphones. No answer? Followup SMS with basic question. Done.

gergles 10y ago

Caller ID being played in-band for some reason? That's about the right amount of time and what it sounds like.