Answering Machine Detection (AMD) is a technology included in dialers meant to screen out calls that get sent to voicemail inboxes. It detects whether or not there is a live call based on 3 main principles: Background noise associated with a pre-recorded message.
A few issues are:
- The voicemail is not a long string of words or includes a pause, confusing the system into thinking it’s a live caller (also known as a false negative)
- There is a small delay while the system connects the call to an agent, which could result in the receiver of the call possibly hanging up
- The dialer incorrectly guesses a live call as a voicemail and hangs up (also known as a false positive)
- The number is a PBX (private branch exchange) with multiple levels of voicemail prompts
To turn ON / OFF answering machine detection:
>ViciDial Admin
>>Campaign
>>>Campaign Detail
>>>>Routing Extension =
Routing Extension
This field allows for a custom outbound routing extension. This allows you to use different call handling methods depending upon how you want to route calls through your outbound campaign. Formerly called Campaign VDAD extension.
- 8364 - same as 8368
- 8365 - Will send the call only to an agent on the same server as the call is placed on
- 8366 - Used for press-1, broadcast and survey campaigns
- 8367 - Will try to first send the call to an agent on the local server, then it will look on other servers
- 8368 - DEFAULT - Will send the call to the next available agent no matter what server they are on
- 8369 - Used for Answering Machine Detection after that, same behavior as 8368
- 8373 - Used for Answering Machine Detection after that same behavior as 8366
- 8374 - Used for press-1, broadcast and survey campaigns with Cepstral Text-to-speech
- 8375 - Used for Answering Machine Detection then press-1, broadcast and survey campaigns with Cepstral Text-to-speech
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