---
title: "Answering Machine Detection"
slug: "use-cases-amd"
description: "Answering Machine Detection (AMD) analyzes outbound and Dialer campaign calls to determine whether they are answered by a person or an answering machine."
tags: ["Outbound", "Dialer", "Use Case", "Agent"]
updated: 2026-03-27T10:39:14Z
published: 2026-03-27T10:39:14Z
canonical: "docs.voiso.com/use-cases-amd"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiso.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Answering Machine Detection

**Who should read this article**: Administrators

Answering Machine Detection (AMD) analyzes outbound and Dialer campaign calls to determine whether they are answered by a person or an answering machine.

          Important

          

The AMD feature is available for contact centers on the Pro plan or higher.

## Introduction

Answering Machine Detection (AMD) is a Voiso technology that analyzes every outgoing answered call to determine whether the call is answered by a person or an answering machine. AMD automatically ends calls answered by machine so that agents do not waste time on calls that are not answered by a person.

## Use Case: Using AMD to save agent's time

Use AMD in your [Dialer campaigns](/v1/docs/how-to-run-a-dialer-campaign) to ensure your agents' time is not wasted connecting to calls answered by an answering machine. Voiso takes care of analyzing the call and detecting answering machines. If Voiso detects a person answering the call, the call is connected to an agent. If Voiso detects an answering machine, Voiso disconnects the call and reports the disposition as **Machine answered** and the **End reason** as **Machine disconnected**.

For manually dialed calls, an agent sees the call stages displayed at the bottom of the **[Agent Panel](/v1/docs/agent-panel-outbound-calls)**. When the call stage changes from **Dialing** to **Outbound**, AMD checks to see if the call is answered by a person or an answering machine. It ends the call if an answering machine is detected. The message *Voicemail disconnect* is displayed in the **Agent Panel** so the agent knows why the call ended. If no answering machine is detected, the call proceeds normally.

## Enabling AMD in your Dialer campaign

If AMD is available for your contact center, you can enable the feature for [Dialer campaigns](/v1/docs/outbound-dialer-campaigns) by following these steps:

1. Navigate to **Outbound > Dialer campaigns** in the Voiso navigation bar.
2. In the **Campaigns** page, click **Add Dialer campaign**.
3. In the **Add Dialer campaign** page, click **Answering Machine Detection (AMD)**.
4. If you want to specify a pre-recorded voice message that is automatically played when the system detects that Voicemail has started recording a message, click **Leave Voice message on Voicemail**, then select a voice message from your media library from the **Voice message** menu.  

![Dialer Campaigns AMD Leave Voice Message](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Dialer%20Campaigns%20AMD%20Leave%20Voice%20Message.png)
5. Click **Save**.

Note

[Answering Machine Detection](/v1/docs/outbound-dialer-adding-a-new-campaign#answering-machine-detection) (AMD) is required for AI-powered predictive campaigns.

![AMD Use Case Select Dialer Campaign](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/AMD%20Use%20Case%20Select%20Dialer%20Campaign.png)

For [Dialer campaigns](/v1/docs/outbound-dialer-campaigns), the **Max dial attempts** and redial rules apply to machine-disconnected calls. You can also create specific redial rules that include **Machine answered** calls.

![AMD New Campaign Machine Answered Rule](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/AMD%20New%20Campaign%20Machine%20Answered%20Rule.png)

## Enabling AMD for all outbound calls

If AMD is available for your contact center, you can enable the feature for agents who handle [outbound calls](/v1/docs/how-to-start-making-calls).

          Note

          

For contact centers that do not use Security Access Groups, if AMD is enabled for your contact center, you can ask your Voiso representative to turn on AMD by default for all [new users](/v1/docs/basic-user-roles) you create.

There are two different procedures for enabling AMD, depending on whether you use the Voiso [Security Access Groups](/v1/docs/administration-security-access-groups) feature in your environment or not.

### Enabling AMD for a single agent

In environments *without* Security Access Groups enabled, you can enable AMD for all outbound phone calls for a single agent by following these steps:

1. On the Voiso navigation bar, navigate to **Users > Users**.
2. Select a user to edit their account properties.
3. In the **Edit user** page, select **Enable Answering Machine Detection**.  

![AMD Enable AMD For All Outbound Calls For Agent](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/AMD%20Enable%20AMD%20For%20All%20Outbound%20Calls%20For%20Agent.png)
4. Click **Save**.

### Enabling AMD for multiple agents

In environments *without* Security Access Groups enabled, you can enable AMD for all outbound phone calls for multiple agents by following these steps:

1. Prepare a **.csv** file of agent names and properties. For more information about creating and using Agent CSV files, refer to [Users](/v1/docs/users-users).
2. In the **Enable Answering Machine Detection** column, specify `y` (yes) for each agent to whom you want to assign the AMD feature.
3. In the Voiso navigation bar, navigate to **Users > Users**.
4. Click **CSV import** and select your **.csv** file.

### Enabling AMD with Security Access Groups

In environments *with* Security Access Groups enabled, you can enable AMD for all outbound phone calls for a single agent by following these steps:

1. On the Voiso navigation bar, navigate to **Administration > Security access groups**.
2. Create a new [security access group](/v1/docs/administration-security-access-groups) by clicking **Add access group**.
3. In the **Outbound** section of the **Add access group** page, select **Enable Answering Machine Detection**.

![AMD Enable AMD for all outbound calls](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/AMD%20Enable%20AMD%20for%20all%20outbound%20calls.png)

1. Click **Save**.
2. Add agents to the new security access group. On the Voiso navigation bar, navigate to **Users > Users**.
3. Select a user to edit their account properties.
4. In the **Edit user** page, select the new security access group you created with AMD enabled.

![AMD Edit User Assign Security Access Group](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/AMD%20Edit%20User%20Assign%20Security%20Access%20Group.png)

1. Click **Save**.
2. Repeat steps 6 through 8 for each user.

## Monitoring and Reporting for AMD

When AMD is enabled in an environment, the AMD features are added to [campaign monitoring widgets](/v1/docs/outbound-dialer-campaign-real-time-monitoring) and as a Disposition code in the [CDR](/v1/docs/reporting-cdr).

The **[Campaign Status](/v1/docs/reporting-real-time-dashboard)** widget displays whether AMD is On or Off for [campaigns](/v1/docs/outbound-dialer-campaigns) that have AMD enabled.

The **ASR w/o AMD-answered** field is also added to the widget. This field calculates *Answer Seizure Ratio* – the ratio of non-machine-answered calls to total calls – using the following formula:

```
(total_answered_calls - machine_answered_calls) / total_call * 100%
```

The **[Campaign - Call Disposition](/v1/docs/reporting-real-time-dashboard)** widget displays **Machine answered** for [campaigns](/v1/docs/outbound-dialer-campaigns) that have AMD enabled.

![AMD Real-time Dashboards](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/AMD%20Real-time%20Dashboards.png)

The **Machine answered** disposition is added for any call answered by a machine. Calls can be analyzed in the [CDR](/v1/docs/reporting-cdr) by filtering for **Machine answered** in the **Disposition** field and by **Machine disconnected** in the **End reason** field.

![AMD CDR Disposition and End Reason](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/AMD%20CDR%20Disposition%20and%20End%20Reason.png)

Answering Machine Detection. A technology that helps identify calls answered by voicemail and answering machines, then terminates those calls without connecting them to an agent. AMD increases the number of live conversations your agents can have during a shift. The call can be added to the redial list.

Redial rules specify the number of times a number may be redialed before another action occurs such as freezing the number for a specified duration or adding the number to the list of suppressed numbers. Configure redial rules in the Dialer campaign settings.

Security Access Groups are custom user roles that grant or restrict access to Voiso features. Refer to Role-based access.

The outcome of an interaction. This parameter is automatically assigned to an interaction by the Voiso application. It is not the same as the Wrap-up code, which is a custom outcome assigned to an interaction by an agent.

ASR. The percentage of outbound calls that are answered.

## Related

- [How to enable outgoing calling](/how-to-start-making-calls.md)
- [Outbound calls](/agent-panel-outbound-calls.md)
- [How to set up your contact center](/how-to-set-up-your-call-center.md)
- [Outbound campaigns](/agent-panel-outbound-campaigns.md)
- [Outbound](/outbound.md)
- [Part 1: Getting started](/outbound-dialer-campaign-getting-started.md)