Amd system Optimization

[pasqui_86]

Hi at all, i have the following problem:
When vicidial make calls the system goes very well, but i have a doubt,
i have activate AMD system, in this way the answering machine are correctly detected, but i noted that all calls have 2 seconds of delay before passing to first free agent, for this reason many customers hangup up call and the agent live a bad call experience.
What i can do to optimize or reduce this waiting time without turn off amd system and without buy expensive amd card?

I have the following configuration with goautodial 2.1
1 web Server + Asterisk ( 1 core i7 - 8GB Ram ddr3 1333MHz - 500gb Hard disk)

1 Database Server ( 1 core i5 - 8 Gb Ram - 500 Gb Hard Disk )

Thanks in advance

EDIT:

This is the scenario:



UPPER:
I get normal call, the customer answer, amd sistem analyze the flow ( about 2 second ) and the agent can start conversation. ( because the customer has waited )

DOWNSIDE:
I get "mute call". In this case the customer answer , amd system analyze and when the agent start conversation the customer have already hangup call.

This happens because the customer does not hear anything and think that the call has been closed. Is it possible to perform music during the analysis of AMD to make the customer feel that has been put on hold?

Thanks so much

[williamconley]

Unfortunately you have put your finger on the crux of the problem. AMD requires 1.5-2 second (2 seconds for anything above 70% accuracy) to identify an answering machine. This timespan requires the "control" of the AMD module, and silence on the part of the asterisk system to analyze the call. When that module is in control of a call, obviously a human is not.

The BEST thing you can do is tell your agents to stop saying "hello" (which is fairly obvious by the specific voice pattern you have shown us) and immediately hit their pitch when they do come on the line (as often this can save the call, but not "hello?" as in "is anybody there on this automated call?"). They need to have their first sentence of their pitch pop out of their mouths immediately as if they KNEW that someone had already said hello and was waiting for them to speak (because ... they DID and they ARE).

Unfortunately, that will still take place at about the 3 - 3.5 second mark and the average human has already decided that they hate you for calling them with automated equipment at this point.

The Sangoma CPD solution can perform some of this task before the answer of the call, and in theory can perform the AMD portion faster than the Free AMD, but I've not heard any direct response to anyone using Sangoma for AMD as to how improved that timing is.

Your problem stems from the same issue as trying to Average 60 MPH while driving through a 2 mile tunnel after going only 30MPH for the first mile. The speed required to hit that average does not exist with today's automobile technology. Even a booster rocket won't do it.

Unless you find a new AMD module for asterisk later versions (which I do not believe exists) or there comes some sort of international standard "signal" for "I'm an answering machine!", you'll not likely solve this puzzle without spending money (although as a test, I believe you can get a single channel of the sangoma solution for free, for testing only, and you could at least test/verify without spending any money ...).

[mcargile]

The best solution for answering machines is to not let them pick up in the first place. Most answering machines pick up after about 24 seconds. If you set your dial timeout to 23 seconds, the answering machine will not even get a chance to pick up. Keep in mind that different carriers have different amounts of Post Dial Delay so you will have to adjust the time depending on your carrirer. Basically start off at 25 seconds and slowly remove a second or two till the Answering Machines go away. You will probably have to play with this through out the day as your carriers call load changes (thus changing post dial delay), but after a few days it will become clear what the dial timeout should be at what time of day.

For the calls answering machines that do get through, setup hot keys. This will allow the agent to very quickly move onto the next call. Just keep a close eye on them or you might get an agent statusing every call as an answering machine because it is easier that way.