Answering machine detection works by calculating the numbers of words and amount of silence between them when the call is first answered. This method is not 100% effective but can detect almost all standard answering machine messages.
Notes on Answering Machine Detection
- AMD can only be used in Ratio/Predictive dialing modes.
- AMD will not detect 100% of the answering machines.
- Calls will take longer to get to agents, because the system "listens" to the first few seconds of the call to determine if it is an Answering Machine or a live person.
Here are the steps to enable this feature:
Step 1: Login to the URL https://admin-lax.convoso.com/login using your Admin credentials.
Step 2: From the Dashboard, (A) click on “Call Center” and then (B) click on “Campaigns”.
Step 3: Click on the (C) “Action Icon” and then (D) “Settings” of the Campaign you want to enable AMD on.
Step 4: Go to (E)“Call Routing” tab
and scroll down to (G)“Call Analysis”.
Step 5: Under (H) “Detect Answering Machine & Fax”, choose from "Standard" or "Aggressive" from the drop down (I)
Standard AMD mode is about 87% to 95% accurate, whereas
Aggressive AMD mode is about 60% to 70% accurate.
You will achieve a higher connect/contact rate with Standard AMD mode at the cost of some answering machines connecting to live agents. Aggressive AMD mode will filter out the highest volume of answering machines, but a small number live contacts may be identified as answering machines thereby decreasing your connect/contact rate.
Step 6: You will have the option to play a pre-recorded message when the system detects an Answering Machine. Just select Enable under (J) “Leave Message when Answering Machine is detected”.
If you choose not to play any pre-recorded message, the system will continue to dial as soon as it detects an answering machine.
Step 7: Under (K) “Message Played”, choose the pre-recorded message you wish to play.
Step 8: Click on (L) “Apply Changes” to save settings for AMD.