Answering machine detection for progressive campaigns

Answering machine detection for progressive campaigns

Answering machine detection (AMD) is now supported for progressive outbound campaigns. When enabled, Contact Center AI Platform analyzes call audio in the background to determine whether a call reaches a live person, or whether it reaches an answering machine or voicemail. If an answering machine or voicemail is detected, the call ends and the dialer proceeds to the next contact.

Administrators: In the Settings > Campaigns > Dialer Modes pane, there's a new Enable Answering Machine Detection toggle.

User experience change: When CCAI Platform detects voicemail or an answering machine, a green banner appears in the call adapter to indicate this.

For more information, see Answering machine detection for progressive campaigns.