Answering Machine Detection Policy (AMD Policy)

Updated 

6 days ago

The Answering Machine Detection Policy allows admins and supervisors to fine-tune how the system identifies whether an answered call is picked up by a human or a voicemail. It aims to give non-engineering teams the ability to easily fine-tune and optimize the Answering Machine Detection (AMD) model in real time through a simple, self-service interface.

Right now, any change to AMD settings, like adjusting how aggressive or conservative the detection is, it requires help from the engineering or ML team. That means backend code updates, system restarts, and delays that slow down campaign performance and customer response.

With a new UI-based configuration tool, teams like Support, Product, Implementation, and Admin are able to directly test, adjust, and roll back AMD settings as needed, without waiting for engineering support.

This solution:

  • Speeds up time-to-value by letting teams make quick adjustments during live campaigns.

  • Increases flexibility with the ability to tune AMD behavior for different regions or carriers.

  • Improves accuracy, aiming for at least 85% within the first few days of launch.

  • Adds transparency and control through built-in audit logs and rollback options.

In short, this project makes AMD tuning faster, easier, and more responsive, helping teams deliver better performance and a smoother experience for customers.

Enablement Note: Access to this feature is controlled by permissions - Create, Edit, View, Delete, and Share.

Creating AMD Policy

Perform the following steps to create the AMD Policy.

  1. Click the New Tab icon. Under the Sprinklr Service tab, click Voice Care within Listen.

    The Voice Application screen is displayed.

    ​

    ​

  2. Click AMD Policy on the left pane of the Voice Settings screen.

    The AMD Policy screen is displayed.

    ​

    ​

  3. Click + Create AMD Policy on the top right corner.

    The AMD Policy screen is displayed.

    ​

    ​

    ​​

  4. Enter the Name.

  5. Enter the Detection Timeout (ms).

  6. Select the AMD Model from the drop down list.

  7. Select the Voicemail Classification Method from the drop down menu.

  8. Click Enable Early Media toggle if you want to enable audio singals early in the call.

  9. Click Classify call as Voicemail in case of complete silence toggle if you want to classify a silence as a voicemail.

  10. Click Enable Voicemail Drop.

  11. Select Voicemail Drop IVR.

  12. Click Save.

​

Refer to the following table for parameter decsription of the AMD Policy screen.

Parameter

Description

Name

Enter a name for the AMD Policy. This helps identify it easily when associating with campaigns.

Detection Timeout (ms

The maximum permissible time (in milliseconds) for AI to decide whether the call is answered by a human or a voicemail.

AMD Model

Choose which AI model should be used for Answering Machine Detection in this policy.

  1. The dropdown shows all active AMD models available in the system.

  2. If you don’t select a model, the default model for your provider will be used.

  3. If a model becomes inactive later, the policy will still work with it, but you won’t see that model in the dropdown when editing. You can either leave the field blank (to use the default) or pick another active model.

  4. It allows safe A/B testing of new models without impacting all campaigns at once. Reports will also show which model was used for each call, so you can compare performance easily.

Voicemail Classification Method

Defines how voicemail detection is performed. There are three modes available:

  1. AI-based only: Uses Sprinklr’s AI/ML model to identify voicemail based on voice patterns and call behavior.

    1. How it works:

      1. The system analyzes voice patterns, speech cadence, tone, and call behavior (e.g., silence duration, response timing).

      2. It uses trained machine learning models to classify the call outcome in real time.

    2. Advantages:

      1. Can detect voicemail even when SIP signaling is unavailable or unreliable.

      2. Useful in environments with inconsistent carrier signaling.

  2. SIP code-based only: This method relies on SIP (Session Initiation Protocol) response codes sent by the telecom carrier to identify whether a call was forwarded to voicemail.

    1. How it works:

      1. When a call is initiated, the carrier returns SIP response codes that indicate how the call was handled.

      2. Specific SIP codes, such as 181 (Call is Being Forwarded) can signal that the call is being redirected to voicemail.

      3. These codes are interpreted by the system to classify the call outcome as voicemail or human-answered.

    2. Advantages:

      1. Fast and efficient- no need to analyze audio.

      2. Highly reliable when carriers provide consistent and accurate SIP signaling.

  3. AI & SIP code-based: Combines both methods for more accurate detection.

    1. How it works:

      1. The system first checks SIP codes for voicemail indicators.

      2. If SIP data is inconclusive or unavailable, it falls back on AI-based voice pattern analysis.

      3. Results from both methods are cross-validated to improve detection accuracy.

    2. Advantages:

      1. Maximizes detection reliability across diverse carrier networks and call environments.

      2. Reduces false positives and negatives by leveraging complementary data sources.

Enable Voicemail Drop

  1. Beep Detection Timeout (seconds): Set the time the system waits to detect the beep in the customer’s voicemail greeting. If the beep is not detected within this time, the selected message will play immediately.

  2. Voicemail Drop IVR:

    1. Select an existing pre-recorded voicemail message (IVR) from the dropdown.

    2. Or click Create New IVR to upload or record a new audio file inline without leaving the page.

    3. Provide a display name and save. The new IVR will appear in the dropdown and be auto-selected.

      ​

      Note: Voicemail Drop is supported only for VoiceConnect and SignalWire.

Enable Early Media

It refers to the phase of a call before it is formally connected, during which the telecom provider may still transmit audio signals such as ringback tones, announcements, or voicemail greetings.

Classify call as Voicemail in case of complete silence

If the system detects complete silence during the call (no speech, tones, or background noise), it automatically classifies the call as voicemail.

​​

Implementing AMD

Perform the following steps to implement the AMD policy in the Campaign creation.

  1. Navigate to the Campaign creation screen. To edit or create a Campaign, refer To create a Campaign.

  2. On the Campaign screen click the Enable Answering Machine Detection checkbox to select the AMD policy you have created in the above steps.

    ​

    ​

  3. Click Save.

    ​

​Applications of AMD Policy

  1. Voicemail Drop Automation: Automatically triggers pre-recorded voicemail messages when a machine is detected, saving agent time.

  2. Campaign Optimization: Helps fine-tune call strategies based on live detection patterns, improving contact rates and conversion.

​

Was this article helpful?

Related Articles

Loading...