With answering machine detection (AMD), Contact Center AI Platform (CCAI Platform) can identify whether an outbound call reaches a live person or whether it reaches an answering machine or voicemail during a progressive campaign. If CCAI Platform detects an answering machine or voicemail, the call ends and the dialer proceeds to the next contact.
Before you begin
You must have a progressive campaign.
Turn on AMD for progressive campaigns
To turn on AMD for progressive campaigns, follow these steps:
In the CCAI Platform portal, click Settings > Campaigns. If you don't see the Settings menu, click Menu.
In the Dialer Modes > Progressive section, click the Enable Answering Machine Detection toggle to the on position.
Click Save Dialer Modes.
Agent experience
With AMD for progressive campaigns turned on, the agent experience is as follows:
The progressive campaign dialer places an outbound call.
The call is connected to an agent.
CCAI Platform runs voicemail detection to determine whether the call reached a live person or whether it reached voicemail or an answering machine.
One of the following happens:
A live person answers. The call continues normally.
CCAI Platform detects voicemail or an answering machine. The following actions take place:
The call is terminated.
A green banner appears in the call adapter indicating that the system detected an answering machine or voicemail.
The dialer calls the next contact on file.
Reporting
When voicemail or an answering machine is detected in an outbound campaign call, CCAI Platform reports it in campaign metrics, attaching the Voicemail Detected label.
Limitations
AMD performance can be affected by carrier conditions and call audio. Voicemail and answering machine detection are not guaranteed, especially in noisy environments.