Advanced Machine Detection

Modified on Thu, Mar 19 at 7:37 AM

Overview

Answering Machine Detection (AMD) lets administrators configure settings to identify 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 Advanced Machine Detection

There are two functional areas on the AMD page:

Machine Detection
Advanced Machine Detection.

The Machine Detection area displays a list of existing configurations. After clicking to select a configuration, details are displayed 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 the following types:

Quick: When a call is answered, the machine detection algorithm does a quick check to assess whether a machine has answered a 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 will do a more thorough check to assess whether a machine has answered a call. It will evaluate speech patterns for 7 seconds. This option should be used if you want to absolutely 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 the number of configurations to a manageable number for your team. To add a new configuration:

In Readymode iQ, click Advanced > Advanced Machine Detection.
Click + New Configuration.
Enter the values for your new configuration.
Click Save.

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

Advanced Machine Detection

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

Configuration Name Section

Default Configurations

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, although having the same settings options as custom configurations, can not be modified. The slider will be grayed out and locked. Administrators may modify various 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 either 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 are updated in real time.