Overview
The Call Routing & Analysis tab controls how calls are routed to agents, what happens when callers are placed on hold or overflow, and how the system detects answering machines, fax tones, and call screening. These settings directly affect connection rates, agent experience, and compliance behavior.
Contents
Agent Settings
Agent Settings determine which agents receive calls, whether callbacks can be scheduled, and whether agents may edit lead records.
| Field | Description |
|---|---|
| Call Routing Method |
Determines how calls are distributed to agents.
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| Allow Scheduling Callbacks |
Enables/disables the ability to schedule callbacks in this campaign.
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| Alternate Number Dialing |
When enabled, allows dialing alternate numbers on the lead record.
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| Disable Altering Lead Data |
Prevents agents from modifying lead data when set to Yes.
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| Disable Altering Phone Numbers |
Prevents agents from editing lead phone numbers when set to Yes.
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| Silence Conference Leave Tone |
When enabled, the tone played when an agent leaves a 3-way or conference call will be silenced.
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Hold Settings
Hold Settings define the caller experience on hold and how often agents are reminded that someone is waiting.
| Field | Description |
|---|---|
| Hold Music |
Selects what audio plays while callers are on hold.
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| Max Hold Time |
Maximum time callers can remain on hold before routing changes.
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| Agent Alert Interval |
How often agents get alerted about callers on hold.
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| Agent Alert Sound |
Sound agents hear at each alert interval.
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Overflow Call Settings
Overflow Settings decide when a caller stops waiting and where they go instead (voicemail, message, alternate queue, etc.).
| Field | Description |
|---|---|
| Max Wait Time (seconds) |
How long a caller waits before overflow triggers.
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| Overflow Destination |
Where calls route after exceeding Max Wait Time.
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Call Analysis
Call Analysis improves live connect rates and compliance by detecting machines, fax lines, screening systems, and FAS events.
| Field | Description |
|---|---|
| Detect Answering Machine & Fax | Enables detection of answering machines and fax tones. AMD is not 100% accurate, but its settings can be customized to improve detection based on campaign needs. |
| Detect Call Screening |
Defines how the system behaves when call screening is detected on an outbound call.
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Message Played |
Specifies the audio recording the system plays when call screening is detected. |
Update Dispositions for Call Screening |
When enabled, applies the appropriate call-screening dispositions when call screening is detected and there is no interaction, the call goes to an answering machine/voicemail, and a voicemail message is left. |
| Silence After Greeting (milliseconds) |
Sets the amount of silence after a greeting used to help determine whether the call was answered by a human or answering machine. The value is in milliseconds (500 ms = 0.5 seconds; 1,000 ms = 1 second). Lower values can connect more humans but may allow more answering machines through; higher values do the reverse and may increase connection time. The indicated optimal range is 600–900 ms. |
| Maximum Length of Initial Greeting (milliseconds) |
Sets the maximum allowed length of the initial greeting before the call is treated as an answering machine.
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| FAS Detection |
Determines how calls with detected False Answer Supervision (FAS) are handled. Calls can either receive the FAS Detected (FASD) disposition or be routed to an Agent. |
| Skip Call Analysis On First Call |
When set to Yes, skips answering machine detection on the first call attempt. This applies to Workflow Automation Advanced mode. |
| Leave Message when Answering Machine is detected |
Determines whether the system automatically leaves a voicemail when an Answering Machine is detected.
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Message Type |
Specifies the type of voicemail drop used when leaving a message on a detected answering machine.
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Message Played |
Specifies the audio recording that will be played when leaving a message on a detected answering machine. |