Create/Edit Attempt-based Answering Machine Detection Outcomes

Required security profile permissions: Skills Edit and Central Files and Folders View

When you set your Call Progress Analysis setting to Classify with Answering Machine Detection, you have the ability to set the outcome when the dialer detects an answering machine.

1. Click Routing → Skills.

2. Locate the PC skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge you want to modify. Click the skill to open it.

3. Click the Parameters tab. Scroll down the Parameters modal and look for CPA Management. Click Configure or Edit.

4. Set the Call Progress Analysis to Classify with Answering Machine Detection. Select a Default Action from the drop-down. This action applies to all attempt numbers without a configured exception.

5. (OPTIONAL) If you choose Play Message as the Default Action, you must specify the sound file you want to use for the message.

   1. Click Browse to open the Select File window.

   2. Navigate the folders in your business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx and locate the sound file you want to use for the answering machine message. Select the file to automatically insert the path to the file in the File Name field. Click OK.

6. (OPTIONAL) Add a new exception to the default action.

   1. Click Add Exception.

   2. From the drop-down on the left, select the dial attempt on which you want the different behavior to occur. From the drop-down on the right, select the behavior you want to occur on that attempt.

   3. (OPTIONAL) If you choose Play Message as the behavior, you must specify the sound file you want to use for the message.

      1. Click Browse to open the Select File modal.

      2. Navigate the folders in your business unit and locate the sound file you want to use for the answering machine message. Select the file to automatically insert the path to the file in the File Name field. Click OK.

   4. Continue creating any other exceptions you want using the same method.

7. To remove an exception, click the minus button to the left of the corresponding row.

8. Click Done.