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

Call Routing & Analysis Campaign Settings

Avatar
Julianne Skinner
  • Updated
Follow

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. 

  • Example: Agent Waiting Longest Since Last Call Finished.
Allow Scheduling Callbacks

Enables/disables the ability to schedule callbacks in this campaign.

  • Toggle to Enable/Disable
Alternate Number Dialing

When enabled, allows dialing alternate numbers on the lead record.

  • Toggle to Enable/Disable
Disable Altering Lead Data

Prevents agents from modifying lead data when set to Yes.

  • Toggle Yes/No
Disable Altering Phone Numbers

Prevents agents from editing lead phone numbers when set to Yes.

  • Toggle Yes/No

 

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. 

  • Select default or custom audio files.
Max Hold Time

Maximum time callers can remain on hold before routing changes. 

  • Example: 30 seconds to 30 minutes or Forever.
Agent Alert Interval

How often agents get alerted about callers on hold. 

  • Example: 2 Minutes.
Agent Alert Sound

Sound agents hear at each alert interval. 

  • Example: Default Ding.

 

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. 

  • Example: 2 seconds.
Overflow Destination

Where calls route after exceeding Max Wait Time. 

  • Example: Safe Harbor Message.

 

Call Analysis

Call Analysis improves live connect rates and compliance by detecting machines, fax lines, screening systems, and FAS events.

b2.png
Field Description
Detect Answering Machine & Fax

Enables detection of machines/fax tones. 

  • Options: Advanced or Disable.
  • While AMD cannot be 100% accurate, our Advanced is accurate and fast at detecting Answering Machines. You will have control over the customizations of Advanced that allows for extra modification. By tailoring these, it can attribute to the success of your campaigns.
Detect Call Screening

A text notification will show to Agents in the call header of the Agent Console when an Admin has enabled Detect Call Screening (selected an option other than Disable) AND Call Screening is detected.

Detect Call Screening Options:

Route to Agent
When call Screening is detected the call will route to the next available Agent.

Play message once call screening detected:

  • iOS plays a message requesting who is calling and why.
  • Convoso plays a short identification message in response.
  • If the Lead picks up after the message, the call is routed to an Agent.

Note: This setting is specific to call screening ONLY and does not override configuration of the Leave Message when Answering Machine is detected setting.

See: Call Logs Report to find Call Screening calls.
Silence After Greeting (ms)

Wait time after greeting to determine human vs machine. 

  • Example shown around 400 ms.
  • 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 vice versa. Optimal settings are between 600 to 900. Increasing this value will also increase the time between detection and call connecting to agents.
Maximum Length of Initial Greeting (ms)

Long greetings beyond this may be classified as machine. 

  • Example: around 1800 ms.
  • 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.
FAS Detection

Flags suspected False Answer Supervision calls and assigns a disposition.

  • Drop-down options:: Disposition: FASD or Route to Agent.
  • Calls that have detected FAS (False Answer Supervision) will either have a disposition as FAS Detected [Disposition: FASD] or be routed to an agent [Route to Agent].
Skip Call Analysis On First Call

If Yes, first attempt skips analysis. 

  • Toggle: Yes/No.
  • Skip answering machine detection on the first call attempt. Workflow Automation Advanced mode only. Please contact support to unlock those features.
Leave Message When Answering Machine is Detected

If enabled, system drops voicemail automatically.

  • Toggle: Enabled/Disabled
  • Select whether to leave a message when the Answering Machine is detected,

When enabled two (2) more settings open:

  • Message Type: Basic, Advanced, or Smart Voicemail drop

  • Message Played: select an audio recording

 

 

 

 

 

 

 

Related articles