Edit a call analysis response

  1. Click Admin.
  2. Under Outbound, click Call Analysis Responses.
  3. Click a link in the Name column to display its values.

    figure shows where to click an entry name to  open it for editing

  4. (Optional) Rename the entry using the Call Analysis Response Name box. This name can contain spaces and special characters, but must be unique.

  5. (Optional) If you do not want the system to enable call analysis after the call connects, click Disable Post-Connect Call Analysis. When the call connects, the system disables all call analysis after the call connects and also disables Answering Machine Detection (AMD).

  6. Under Response Actions, select one of the following actions for the call analysis result:.

    • Hangup disconnects the call.

    • Transfer returns the call to the campaign’s queue so that the next available agent can answer it.

    • Transfer to Outbound Flow transfers to the outbound flow you select. Create outbound flows beforehand using Architect.

  7. (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.

    Note: If AMD is disabled, the system still accurately prevents around two-thirds of voicemail/answering machines from going to the live voice response action since many known default carrier messages can be identified almost immediately by way of spotting the “voiceprint”. Busy carrier announcements and tones, which typically account for about 3 percent of all calls, and faxes, are also detected and prevented from taking the live voice response action.

  8. Click Save.