When forwarding calls to agents the system can make use of the Twilio AMD (Answering Machine Detection) function. AMD is ideal for agents that are on a Blue-tooth headset. The user can just say “hello” instead of having to “press the 1 key” to accept the call.
How AMD Works
When Twilio AMD is turned on, the system listens for 10 seconds after the agent answers the call. If there is a live human voice, UberSmartPhone (USP) will immediately connect the agent and the caller. Otherwise the agent greeting will prompt the agent “to press 1” to accept the call.
How to use AMD
With AMD on, a short “hello”, “connect”, or any other verbal human interaction triggers the connection. A couple of seconds later, UberSmartPhone (USP) will whistle to indicate that the caller is connected. The agent can now say “hello” again to the caller.
How to Enable AMD
The AMD feature needs to be turned on using the UberSmartPhone (USP) console for a given Twilio number. Once this step has been performed each agent will have the option to control AMD. The MAD settings appears in the dialer settings (ellipsis at the top centre of the dialer page).
There is an extra charge by Twilio for AMD of $0.0075/call.
For more information see this Twilio article: