Convoso will be deprecating the Standard Answering Machine Detection (AMD) functionality in favor of more configuration options in Advanced Answering Machine Detection (AMD).
How to setup Advanced AMD
Some of our customers make use of Standard AMD and will need to switch over to Advanced AMD for this change. In order to re-configure your Campaigns to use Advanced AMD and have it behave similarly to Standard AMD, you need to follow these steps:
- Changed Detect Answering Machines & Fax to Advanced
- Change FAS Detection to Route to Agent
- Change Silence Detection to Route to Agent
- Change Detect Background Noise to No Background Noise
Note: Advanced AMD configured as described above will be similar to Standard AMD, but not exactly the same. After switching, you will experience some difference in Answering Machine Detection and delay times.
Why is this change necessary?
This change addresses a key issue that our customer base as a whole has brought up -- the number of answering machines that agents continue to receive despite turning on AMD.
By changing the configuration, you will capture more answering machines that leak through. This will reduce the amount of time your agent spends dispositioning calls that went to voicemail.
In removing the Standard option, we remove the pre-configured options and logic of standard. This allows clients to determine what configurations works best for their needs instead of trying to manage call flow solely as a function of dial level.
Depending on your campaign configurations and dial level settings, your results may vary, but in generayou you should expect to see the following results:
- Campaign Reports
- A higher number of VM captured
- A higher % VMs
- Agent Monitor:
- Longer Agent Wait Time
- More calls being caught by voicemails
- Less voicemail calls being routed to the agent
- Longer agent wait time
- Longer Agent Wait Time
Possible Mitigation Steps:
Once you see the results of using Advanced AMD, tweaking dial levels and other call settings should help to mitigate the longer wait times that will result in more VMs being automatically detected.
If your agents are waiting too long between calls, try increasing the dial level to a higher number to bring down the wait time. This will increase the number of calls that are placed, which will help account for the time your agents are saving by not having to disposition calls as having going to Voice Mail or an Answering Machine. Over time this will make customer campaigns more efficient.