Dispo

[Janky]

This may seem like a stupid question i apologize.

Could anyone tell me the specific difference in the disposition AL and AM they seem to be the same thing although i am sure they are not.

AL - Answering Machine Msg Played
AM - Answering Machine Sent to Mesg

Thanks

[williamconley]

I'm gonna guess one is generated by AMD when it plays a message if set to do so upon detecting an answering machine ... and another would be when an Agent chooses transfer-conf and then VM. But then again, one may be directly selectable by an agent in the dispo screen.

Another question may be ... why do you ask?

[Janky]

I am getting both of these dispositions on a survey campaign no live agent involved and it is a bit confusing.

I am trying to determine what is actually occurring during the calls for this disposition to be used?

[mflorell]

AL = the message played completely
AM = the message started but did not finish before the customer hung up

[Janky]

Thanks for the info.

Am i understanding this correctly for this to mean that a disposition of AM meant the receiving voicemail box or service hung up before the message ended or may have not been a valid voice mail box at all.

AM = the message started but did not finish before the customer hung up


thanks

[mflorell]

Yes, but you do understand that Asterisk AMD is wildly inaccurate right? You will typically get upto 30% false positives from AMD, meaning that almost 1/3 of the humans that answer are getting sent to the answering machine message instead of to an agent. We usually don't recommend using AMD at all.

[williamconley]

Second that motion. Remember that each of those false positives is a potential FCC complaint. Not kidding. By the time the first complaint actually gets to you, there will likely be several others "in the pipeline", and the Attorney General/FCC may not be as ... polite? ... as they would be otherwise for a compliant system. Beware.