AMD Calls Response Dead Air

[garski]

Has anybody experience this kind of issue? We are using Vicibox 8.1 with Asterisk 13.

Campaign is set to 8369 AMD. However there are 40% call we receive a no audio (dead air) when a call goes to agent, even if we stay for a while. When we called the number back it is a live call or answering machine. But the AMD response showing is "NOAUDIODATA" is there a settings that will remove these kind of call and transfer the call properly?

# DATE/TIME LENGTH STATUS TSR CAMPAIGN LIST LEAD HANGUP REASON PHONE CALLER ID UNIQUEID AMD STATUS AMD RESPONSE
1 2019-10-28 13:09:53 8 A garski 85 2019102201 17390554 AGENT 760298XXXX <5303170733> M0281309480017390554 1572282588.138
2 2019-10-28 13:09:07 18 N garski 80 2019102201 17390554 AGENT 760298XXXX <7603148270> V0281308400017390554 1572282520.4015 NOTSURE NOAUDIODATA

[mflorell]

If you're getting NOAUDIODATA, it's a carrier issue.

[garski]

But when I called the customer back again with the same carrier. it always go through. Is there a settings that we can tweak.

[mflorell]

Have you tried not using AMD at all? We usually recommend to our clients that they try to not use it because of the delay it adds to routing calls to agents.

[thephaseusa]

Meaning it may not be no audio it may be the customers have hung up already right?

With a 4 second delay you will get a lot of hang ups. And you will get some who answer but are irritated by the delay.
It sure is nice screening out answering machines. But if you use AMD be prepared for a lot of hang ups (dead air?) and a few unhappy customers when you do get them on the line.

[garski]

Hi Matt,

Thanks for the reply. However our clients prefer using the AMD and we got more answering machine calls about 40% AA disposition. We noticed that deadair we experience mostly happen on balance dialing between servers. We check the IAX config and all is configured correctly.

[garski]

Does it something to do with this? I saw the 8369 is diff from Ast1.8 and Ast11:

; VICIDIAL_auto_dialer transfer script AMD with Load Balanced:
exten => 8369,1,Playback(sip-silence)
exten => 8369,n,AGI(agi://127.0.0.1:4577/call_log)
exten => 8369,n,AMD(2000,2000,1000,5000,120,50,4,256)
exten => 8369,n,AGI(VD_amd.agi,${EXTEN})
exten => 8369,n,AGI(agi-VDAD_ALL_outbound.agi,NORMAL-----LB)
exten => 8369,n,AGI(agi-VDAD_ALL_outbound.agi,NORMAL-----LB)
exten => 8369,n,Hangup()

And then on Asterisk13 its this:

; VICIDIAL_auto_dialer transfer script AMD with Load Balanced:
exten => 8369,1,AGI(agi://127.0.0.1:4577/call_log)
exten => 8369,n,Playback(sip-silence)
exten => 8369,n,AMD(2000,2000,1000,5000,120,50,4,256)
exten => 8369,n,AGI(VD_amd.agi,${EXTEN})
exten => 8369,n,AGI(agi-VDAD_ALL_outbound.agi,NORMAL-----LB-----${CONNECTEDLINE(name)})
exten => 8369,n,Hangup()

They put the AGI log on front before the sip-silence.

[ahsan_raza706]

Why expert are not explaining this? if it has any effect when in asterisk 13 agi is on top?