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Using Answering Machine Detection

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Julianne Skinner
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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 Campaigns page will open.

3.) Open the Campaign settings by clicking the name of the Campaign or the Settings option in the Action drop-down.

The Campaign's Settings page will open on the General tab.

4.) Click the Call Routing & Analysis tab.

5.) On Call Routing & Analysis, scroll down to the Call Analysis section.

6.) Detect Answering Machine & Fax is the first field in the Call Analysis section, select Advanced from the drop-down.

The following settings allow for personal configuration. The default configuration shown is recommended for delivering the best results.

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

(A) Detect Call Screening

Defines the system’s behavior when call screening is detected on outbound calls. If Play message once call screening detected is selected, system will play the recording, and AMD will follow after. 
Note: This setting is specific only to call screening and does not override the configuration of Leave Message when Answering Machine is detected below.
(B) 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.
(C) 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.
(D) 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. 
(E) Skip Call Analysis On First Call If this is set to Yes, the system will disable Answering Machine Detection for New Leads. 
(F) 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.

6.) Click the Apply Changes button.

 

 Voicemail Drops

The following settings are available when Voicemail Drop is enabled.

  • 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.

Advanced Voicemail Drop

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

  • In this example, the system will play Audio 1 VM 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 Audio VM 2.

Smart Voicemail Drop

If this type is selected, you can choose to play different audio depending on how many times you have left a Voicemail. 

  • Click the Add Call Condition button to add a row for configuring a Condition, there are only two available Conditions for selecting on which Call Count to start leaving a voicemail and when to stop.
  • In the example, the Welcome to NY voicemail will not be left until the third time the Lead was called and will stop on the sixth call attempt.
  • For more, see:Configuring Smart Voicemail Drops.

 

 

 

 

 

 

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