Optimization of answering machine detection application in asterisk

Abstract

Software applications that provide calling as a service, use VoIP (Voice over Internet Protocol) technology. The businesses that use this kind of service, such as call centers, want to get a significant amount of calls done in a certain time. Automatic dialer is one of the services of those software applications and is used to call contacts and spread them to the free online agents. Agents loose time when they are connected to a call answered only by voicemail. AMD (Answering Machine Detection) extension can be used to analyze the answered calls and recognize whether the recipient is a human or a machine (voice mail) according to predefined parameters. AMD allows the dialer to skip the voicemail connections with the agent, allowing them to work more productively. Aim of this study is to optimize the AMD by making it faster and more accurate for the software application. Asterisk was used as a framework, because it offers the AMD technology and allows the developers to make changes on it. The design starts with the installation, configuration, and integration of it with the telephony software services, and later it can get integrated with any tele sales software application as well. Based on literature review, a conducted survey and the performed tests, an AMD proposal is suggested. The implementation of AMD into tele-sales software application will bring the satisfaction from the agents, because they will use their time more efficiently, the companies will see a higher productivity because of the higher amount of calls achieved in a smaller time.