To detect whether a forwarded call reaches a live person or voicemail, Genesys Cloud uses Answering Machine Detection (AMD). If AMD detects a live person, Genesys Cloud connects the forwarded call. If AMD detects voicemail, Genesys Cloud forwards the call to the next specified number. If AMD fails to detect a live person on any of the specified numbers, Genesys returns the call to Genesys Cloud voicemail.

To determine if a live person answers, AMD listens for less than 2200 ms of speech followed by 700 ms or more of silence.

For example, the greeting, “Hello this is John Smith” meets AMD’s criterion for a live person. However, AMD decides this greeting is voicemail, “Hello this is John Smith. Thank you for calling Widgets Inc, how can I assist you today?”