Welcome to the Convoso Help Center

Browse our Knowledge Base of step-by-step tutorials and FAQs

Create a help ticket with our award winning Support Team Submit

Articles in this section

See more

Overview

Answering machine detection is a key Campaign feature. It filters out answering machines and only connects live calls to the Agent.

Answering machine detection works by calculating the number of words and the 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.

Contents

Before You Begin

Some important notes about Answering Machine Detection:

  • AMD can only be used in Ratio/Predictive dialing modes.
    • Power Dial, Predictive Average, Predictive Strict Limit, Predictive Tapered.
  • AMD will not detect 100% of the answering machines.
  • Calls will take longer to reach Agents because the system listens to the first few seconds of the call to determine whether it is an Answering Machine or a live person.

Enabling Answering Machine Detection

1.) Click the Call Center main menu.

2.) Click the Campaigns menu option.

The Show Campaigns page will open.

Open Show Campaigns.png

3.) Click the name of the Campaign to open the settings.

Open Campaign Settings 2.png

The Campaign Settings page will open on the General tab.

4.) Click the Call Routing & Analysis tab.

Click the Call Routing & Analysis tab.png

5.) Scroll down to Call Analysis and set Detect Answering Machine & Fax to Advanced.

Enable AMD - Campaign Settings.png

The following settings allow for configuration. However, the recommended settings were carefully configured to deliver the best results.

Changing these settings may result in more live calls being identified as Answering Machines or more Answering Machines reaching Agents.

  • (A) Silence After Greeting (milliseconds): This value represents milliseconds: 500 = 0.5 seconds, 1000 = 1 second. If exceeded, the call is treated as a human. Lowering this will result in connecting more humans in exchange for more answering machines getting leaked through. The same applies to the vice versa. Optimal settings are between 600 and 900. Increasing this value will also increase the time between detection and calls connecting to agents.
  • (B) Maximum Length of Initial Greeting (milliseconds): This value represents milliseconds. 500 =  0.5 seconds, 1000 = 1 second. This sets the maximum length of a greeting. If exceeded, the call is treated as an answering machine. The optimal setting is 1100. Increasing this will result in connecting more humans in exchange for more answering machines getting leaked through.
  • (C) FAS Detection: Calls that have detected FAS (False Answer Supervision) can either be dispositioned by the system with FAS Detected [FASD] or routed to an Agent. 
  • (D) Skip Call Analysis On First Call: If this is set to Yes, the system will disable Answering Machine Detection for New Leads. 
  • (E) Leave Message when Answering Machine is detected: This setting is disabled until the Voicemail Drop feature is added to the Account.
    • If you would like Voicemail Drop added to your Account, please contact your CSM.

AMD Settings - Without Default Background Noise.png

6.) Click the Apply Changes button.

Apply Changes - Call Routing & Analysis w:o Background Noise.png

 

Voicemail Drops

The following settings are available when an Admin enables Voicemail Drop.

  • Message Type: Choose from three different message types in this drop-down.
    • Basic Voicemail Drop: If this type is selected, the system will always play the audio file selected in the Message Played drop-down.

Basic Voicemail Drop.png

    • Advanced Voicemail Drop: If this type is selected, the system will play a specific Audio File depending on a Lead's call count.

Advanced Voicemail Drop.png

      • In this example, the system will play Test Audio when a Voicemail is detected, and the Lead's call count is between 0 and 5. If the Lead's call count is between 6 and 10, the Campaign will play Test Audio 2.
    • Smart Voicemail: If this type is selected, you can choose to play different audio depending on how many times you have left a Voicemail. You can also configure conditions that tell the system on which call counts to start or stop leaving voicemails.

Smart Voicemail Drop.png

      • In this example, the system will not leave a Voicemail until a Lead reaches the third Call Count. Then it will play Test Audio when it detects an Answering Machine. The second time it detects an Answering Machine, it will skip leaving a message. The third time it detects an Answering Machine, it will play Test Audio 2. It will stop leaving messages at the sixth call.
      • To learn more about Smart Voicemail Drops, see Configuring Smart Voicemail Drops.

 

 

Please vote on this article!

👇

 

 

 

 

Related articles