Advanced Machine Detection

Modified on Tue, Feb 3 at 9:32 AM

Overview

Answering Machine Detection (AMD) identifies whether a call has been answered by a human or an answering machine. New or modified AMD configurations are updated automatically in Readymode Starter and Readymode iQ. Using AMD, you can:

View default AMD configurations
View, create, and modify custom AMD configurations

Navigating Answering Machine Detection

There are two areas on the AMD page:

Machine Detection
Advanced Machine Detection.

The Machine Detection area displays a list of existing configurations. Clicking a configuration in the Machine Detection list shows details in the Advanced Machine Detection area. To view the Advanced Machine Detection settings in Readymode iQ:

In Readymode iQ, click Advanced > Advanced Machine Detection.

Machine Detection

A list of all the AMD configurations from the Readymode Starter is displayed in the Machine Detection list from oldest to most recently added. AMD configurations exist in two distinct types:

Default
Custom

To add a new configuration:

In Readymode iQ, click Advanced > Advanced Machine Detection.
Click + New Configuration.
Enter a unique configuration name for a custom configuration. Default configurations cannot be changed.
Enter the values for a custom configuration. Default configurations cannot be changed.
Click Save.

Your new configuration will appear at the bottom of the Machine Detection list.

Default Configurations

Quick

When a call is answered, the machine detection algorithm checks whether a machine has answered the call. It will evaluate specific speech patterns for 3 seconds before deciding whether to patch what it hears through to an agent.

Rigorous

When a call is answered, the machine detection algorithm does a more thorough check to assess whether a machine has answered the call by evaluating speech patterns for 7 seconds. Use this option if you want to minimize the chance of a machine-answered call being passed to an agent.

Custom Configurations

Administrators can add custom configurations. However, it is recommended to limit configurations to a manageable number for your team.

Advanced Machine Detection

The Advanced Machine Detection area shows details for an AMD configuration, including the Configuration Name and Settings sections.

Configuration Name Section

The names of default configurations, like Quick and Rigorous, can not be modified. Custom configuration names may be modified. For both new and existing custom configurations, the Configuration Name field is mandatory and must be unique.

Settings Section

Default Configurations

Default configurations can not be modified. The slider will be grayed out and locked.

Custom Configurations

Administrators may modify the following settings for custom configurations:

Setting	About	Values
Play Background Audio	Whether to play background audio during the machine detection process	Select the activate/deactivate switch to activate/deactivate the setting Default: Inactive
Maximum Initial Silence	The maximum duration of silence before the greeting. If exceeded, then the callee is a machine	Slider value range: 0.5 (minimum) to 5 seconds (maximum) Default: 3.5 seconds
Maximum Greeting Duration	The maximum duration of the greeting. If exceeded, then the callee is a machine	Slider value range: 0.5 (minimum) to 5 seconds (maximum) Default: 3.8 seconds
Maximum After-Greeting Silence	The maximum duration of silence after the greeting. If exceeded, then the callee is a human	Slider value range: 0.1 (minimum) to 3 seconds (maximum) Default: 0.55 seconds
Minimum Word Duration	The minimum duration of voice to consider it a word	Slider value range: 0.01 (minimum) to 0.5 seconds (maximum) Default: 0.1 seconds
Maximum Word Duration	The maximum duration of a word. If exceeded, then the callee is a machine	Slider value range: 0.01 (minimum) to 0.5 seconds (maximum) Default: 1 second
Minimum After-Word Silence	The minimum duration of silence after a word to consider it complete	Slider value range: 0.01 (minimum) to 0.5 seconds (maximum) Default: 0.61 seconds
Maximum Number Of Words	The maximum number of words in the greeting. If exceeded, the callee is a machine	Slider value range: 1 (minimum) to 10 words (maximum) Default: 5 words

Additional UI Elements and Functions for AMD Configurations

When saving a configuration, if the Configuration Name field is blank or matches another configuration, an error message is displayed at the bottom of the Advanced Machine Detection area. Renaming the configuration to a unique name will clear the error.

After saving a configuration, it will appear in the Advanced AMD dropdown lists in Playlists. Modified configurations will be updated in real time.