Hi all,
PureCloud article on call analysis response (https://help.mypurecloud.com/articles/edit-call-analysis-response/) state that if you don't want that the Edge perform the "answer machine detection", you can disable it turning off the dedicate flag.
the exact statement is "(Optional) If you do not want the system to distinguish between a live voice and an answering machine, click Disable Answering Machine Detection. When the call connects, the system transfers it without evaluating for a machine. "
My understanding is that I can disable this function to speed up the process to transfer the answered call to the right agent, when I work with a "Non Preview" outbound Campaign.
Enable or disable the answer Machine Detection functionality should have impact only on call media analysis, not on call progress analysis.
Also the article that explain how calls are delivered to agents (https://help.mypurecloud.com/articles/how-purecloud-delivers-outbound-calls-to-agents/) explicitly says that: "Disable answering machine detection. This action removes the call analysis steps from the process. Call progress analysis still classifies the called entity but does not distinguish between a live voice and an answering machine. To select Disable answering machine detection or to change the selection, see Create a call analysis response and Edit a call analysis response."
What I see in my environment, instead, is that if I disable the Answer Machine Detection the Call Analysis Result can classify only 2 type of calls: Line Connected or Disconnect; no way to distingush between Busy, No Answer, FAX.
When Disable Answer Machine Detection is flagged, the dialer is not able to classify and recognize properly the calls not answered and doesn't use the right wrap-up code (e.g ININ-OUTBOUND-BUSY or ININ-OUTBOUND-NO-ANSWER); not allowing to apply the Recall Controls configured on the Attempt Control settings.
The side effect is that campaign callbacks are automatically created only if the Answer Machine Detection is enabled.
My end user customer doesn't want enable the Answer Machine Detection funcitonality because this greatly increases the time between the customer's response and the connection with the agent, and here in Italy we have very restrictive rules in this regard (max 3 seconds).... but without Answer Machine Detection I can't manage Callbacks for busy or not answered calls.
Can someone help me to undestand if I'm missing some kind of additional configuration?
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Matteo Paratici
NTT Data Italia S.p.A.
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