AMD Agent Route Options

AMD agent route options are the VICIdial campaign settings that control how calls are handled after answering machine detection classifies them. These settings determine whether AMD-filtered calls are sent to agents, dropped, routed to voicemail drop systems, or handled through custom routing logic — giving administrators fine-grained control over the AMD workflow.

How It Works in VICIdial

The amd_agent_route setting provides several routing options for AMD-classified calls. When set to “AGENT,” all calls (both human and machine-detected) are sent to agents — effectively using AMD only for informational tagging via AMDSTATUS. When set to “DROP_MACHINE,” calls detected as machines are automatically dropped or routed to a message, while human-detected calls proceed to agents.

Additional routing options include sending machine-detected calls to specific inbound groups, call menus, or custom extensions. Some configurations use a “risk-averse” approach where uncertain AMD results (calls that could not be confidently classified) are routed to agents while clear machine detections are dropped.

The routing decision happens within the first 2-4 seconds of call connection, during the AMD analysis window. The amd_send_to_vmx setting works alongside the route options to define what happens to machine-routed calls — typically playing a pre-recorded voicemail drop message.

Why It Matters

AMD routing configuration directly impacts both agent efficiency and lead contact quality. Aggressive AMD routing (dropping all machine-detected calls) maximizes agent productivity but risks losing live leads misclassified as machines. Conservative routing (sending all calls to agents) protects against false positives but reduces the efficiency benefits of AMD.

The optimal configuration depends on lead value, list quality, and campaign goals. High-value lead campaigns should route uncertain AMD results to agents (accepting some voicemail connections to avoid losing live leads). High-volume, lower-value campaigns can afford more aggressive filtering. See the AMD optimization feature page and our VICIdial AMD guide for routing strategy recommendations.