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1. Description
Available in the following queues:
- Outbound IVR queue;
- Progressive dialer;
- Predictive dialer.
AMD determines whether a human is talking to you or a robot. It does this by checking checks various voice parameters (Fig. 1) specific to the recording.
It consists of the Use AMD switch (Fig.1).
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Fig. 1. AMD tab if Use AMD switch is off
The check is not performed if the switch is in the off position.
Recognition is done by checking various voice parameters specific to the recording. The parameters become available when the Use AMD switch is on.
If the Use AMD switch is on, the tab consists of the following elements (Fig. 12):
- Use AMD;
- Artificial intelligence;
- Transfer NOTSURE to an agent.
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Fig. 12. AMD tab if Use AMD switch is on
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1.1. Use AMD
The switch is responsible for enabling and disabling AMD autodetect.
- the autodetect is autodetect is enabled;
- the autodetect is disabledautodetect is disabled (Fig.2 or Fig.3, corresponding to the position of the Artificial intelligence switch).
1.2. Artificial intelligence
The switch that is responsible for enabling and disabling artificial intelligence, according to the position of the switch:
Image Added - artificial intelligence is on;
Image Added - artificial intelligence is off.
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It is not configured within the standard settings of the Webitel system. If you would like to set up artificial intelligence, you can contact the manager. |
If artificial intelligence is enabled, the tab consists of the following elements (Fig.3):
- Use AMD;
- Artificial intelligence;
Positive labels;
1.2.1. Use AMD
The switch is responsible for enabling and disabling AMD autodetect.
The description corresponds to the data in paragraph 1.1.
1.2.2. Artificial intelligence
The switch that is responsible for enabling and disabling artificial intelligence,
The description corresponds to the data in paragraph 1.2.
1.2.3. Positive labels
Artificial intelligence can determine what we receive from the Subscriber into the following options:
- hyman;
- silence;
- ringback;
- voicemail - voice recording, e.g., answering machine.
You can choose which results you'd like to continue working within this field.
That is, when receiving the definition specified in this field from artificial intelligence, the connection switches to IVR.
The call ends when artificial intelligence has determined an option not selected in this field.
The History application displays how the call was recognized.
The determination takes place over time, the amount of which is configured separately on the side of artificial intelligence.
1.2.4. Playback file
You can select a file that artificial intelligence will play during recognition in this field. For example, a soundtrack can call the Subscriber to make a speech.
The file can be selected from the list of existing ones in the Media files section.
This field specifies Here enters the maximum number of words in the greeting. It is considered a robot if more than indicated words are spoken.
3The minimum pause (silence) between words is indicated to determine the following word expression (in milliseconds).
4This field specifies enters the maximum word length in milliseconds.
5Specifies Here enters the minimum duration of a continuous voice sound in milliseconds.
6Specifies Here enters the maximum time allowed to recognize if it is a human in milliseconds.
7Specifies Here enters the maximum duration of silence between words in milliseconds.
8This specifies Here enters the duration of silence after the greeting in milliseconds. If the specified entered value is exceeded, then consider a human.
9This specifies Here enters the maximum length of the greeting in milliseconds. If exceeded, then consider a robot.
10Specifies Here enters the maximum duration of silence before the greeting in milliseconds. If exceeded, it is considered a robot.
1.
1112. Transfer NOTSURE to an agent
The switch is responsible for redirecting to an agent Agent of the member Member that the auto detector could not recognize, according to the position of the switch:
- redirect to an agentAgent;
- do not redirect to the agentAgent.
2. Opportunities
2.1. Change to autodetect options
Goal | Change, for example, Maximum number of words |
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Result | Data saved. |
2.2 Enable autodetect in the
queueQueue
Goal | Enable autodetect in the queueQueue |
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Preconditions |
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Steps |
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Result | Data saved. |
2.3 Enable redirection of unidentified
membersMembers to an
agentAgent
Goal | Enable redirection of unidentified members Members to an agentAgent |
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Preconditions |
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Steps |
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Result | Data saved. |
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