1. Description

Available in the following queues:

• Outbound IVR queue;
• Progressive dialer;
• Predictive dialer.

AMD determines whether a person is talking to you or a robot. It does this by checking various voice parameters (Fig. 1) specific to the recording.

It consists of the following elements (Fig. 1):

1. Use AMD;
2. Maximum number of words;
3. Between words silence (ms);
4. Maximum word length (ms);
5. Minimum word length (ms);
6. Total analysis time (ms);
7. Silence threshold (ms);
8. After greeting silence (ms);
9. Greeting (ms);
10. Initial silence (ms);
11. Transfer NOTSURE to an agent.

Fig. 1. AMD tab