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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 various voice parameters (Fig. 1) specific to the recording.

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

  1. Use AMD;
  11. Transfer NOTSURE to an agent.

Fig. 1. AMD tab

  • AMD does not detect 100% autoresponders.
  • Calls will take longer to connect to an agent because the system listens for the first few seconds of the call to determine if it is an answering machine or an agent.

1.1.  Use AMD

The switch is responsible for enabling and disabling AMD autodetect.

- the autodetect is enabled;

- the autodetect is disabled.

This field specifies the maximum number of words in the greeting. It is considered a robot if more than indicated words are spoken.

The minimum pause (silence) between words is indicated to determine the following word (in milliseconds).

This field specifies the maximum word length in milliseconds.

Specifies the minimum duration of a continuous voice sound in milliseconds.

Specifies the maximum time allowed to recognize if it is a human in milliseconds.

Specifies the maximum duration of silence between words in milliseconds.

This specifies the duration of silence after the greeting in milliseconds. If the specified value is exceeded, then consider a human.

This specifies the maximum length of the greeting in milliseconds. If exceeded, then consider a robot.

Specifies the maximum duration of silence before the greeting in milliseconds. If exceeded, it is considered a robot.

1.11. Transfer NOTSURE to an agent

The switch is responsible for redirecting to an agent of the member that the auto detector could not recognize, according to the position of the switch:

- redirect to an agent;

- do not redirect to the agent.

2. Opportunities

2.1. Change to autodetect options

Goal

Change, for example,  Maximum number of words

Preconditions
  1. Access to the Admin application;
  2. Access to the Queues partition in the Admin application;
  3. Permission to create, or edit, in the Queues partition;
  4. The presence of a queue or the creation of a new one.

Steps



  1. Click on the Maximum number of words field.
  2. Enter the necessary changes (the number can be set using the buttons ).  
  3. Click on the Save button.


Result

Data saved.

2.2 Enable autodetect in the queue

Goal

Enable autodetect in the queue

Preconditions
  1. Access to the Admin application;
  2. Access to the Queues partition in the Admin application;
  3. Permission to create, or edit, in the Queues partition;
  4. The presence of a queue or the creation of a new one.

Steps


  1. Move the Use AMD  switch to the active position. The Save button becomes active.
  2. Click on the Save button.

Result

Data saved.

2.3 Enable redirection of unidentified members to an agent

Goal

Enable redirection of unidentified members to an agent

Preconditions
  1. Access to the Admin application;
  2. Access to the Queues partition in the Admin application;
  3. Permission to create, or edit, in the Queues partition;
  4. The presence of a queue or the creation of a new one.

Steps


  1. Move the Transfer NOTSURE to an agent  switch to the active position. The Save button becomes active.
  2. Click on the Save button.

Result

Data saved.

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