Answering Machine Detection (AMD)
The answering machine detection (AMD) feature allows IVG to differentiate between a live voice and an answering machine. Enabling AMD can prevent the system from leaving long voice messages on answering machines as it plays through callback greetings.
With AMD enabled, the system will disconnect a call after detecting an answering machine and designate the call for a retry if appropriate. Enterprise Callback will then update call progress fate codes for each attempt and mark the call as "MaxAnsMach" if the maximum number of attempts has been reached.
For more information on call progress fate codes, see the Callback Fate Codes article.
For information on setting the maximum number of callback attempts allowed when answering machines are detected, see "Retry Attempts" in the On-Premise Callback Configuration guide.
Enabling/Disabling AMD
Answering machine detection must be enabled for three components in order to function with IVG:
- VXML Interaction Server (VIS)
- Outbound Contact Client (OCC)
- Holly Voice Platform (HVP)
The following sections detail the configuration required for each of these components.
Configuring VIS
- Open the toolkit.properties file located at \\Program Files\virtualhold (for Windows) or /etc/VirtualHold (for Linux).
- Locate the com.virtualhold.toolkit.hvp.amd.url attribute.
- Set the value to the location of the CCIS amdRecord.jsp file (default /CCIS/amdRecord.jsp).
The com.virtualhold.toolkit.hvp.amd.url setting is required. If no value is set, or if the property is commented or removed, VIS will act as if answering machine detection is disabled.
Configuring HVP
- Log on to the Holly Management System (HMS) user interface. You can reach HMS via web browser by navigating to "<IVG_Server_IP>:2020".
- Click Configuration > Holly Configuration.
- Select the "Audio Provider - SIP" component.
- Set the amddetect property to "1" to enable AMD, or "0" to disable AMD.
Configuring OCC
- Open the Peripheral Monitor site.config file located at \\Virtual Hold Technology\Peripheral Monitor.
- Locate the {enable_amd} property within vht_outbound_contact_client > default_connection_attributes.
- Set the value to "{enable_amd, true}" to enable AMD, or "{enable_amd, false}" to disable AMD.