VICIdial AMD Agent Route: Complete Optimization Guide

Quick Reference

Setting Name

amd_agent_route

Default Value

NORMAL

Recommended

NORMAL for most campaigns

Impact Level

Medium

Location in VICIdial

Admin > Campaigns > [Campaign] > AMD Settings

What AMD Agent Route Does

Determines where AMD-confirmed human calls are routed. NORMAL routes to the standard agent queue. Options include routing to specific agent groups, priority queues, or alternative campaigns based on AMD outcome.

Center Size Recommended Value Notes
10–25 Agents NORMAL for most campaigns Start conservative, monitor for 48 hours before adjusting
25–100 Agents NORMAL for most campaigns Scale gradually — larger operations amplify effects of misconfiguration
100–500 Agents NORMAL for most campaigns Consult ViciStack optimization team for enterprise-scale tuning

How to Change This Setting

  1. 1 Navigate to Admin > Campaigns
  2. 2 Select campaign
  3. 3 Find AMD Agent Route setting
  4. 4 Select routing destination for human-detected calls
  5. 5 Ensure target destination has adequate agent coverage
  6. 6 Submit

Common Problems

Routing to an empty agent group causes calls to be abandoned

Mismatch between AMD speed and agent availability causes delay on call delivery

NORMAL route works for most campaigns — only change for advanced blended routing

amd_send_to_vmx AMD Send to Voicemail Extension Campaign campaign_allow_inbound Campaign Allow Inbound Campaign inbound_queue_priority Inbound Queue Priority Campaign amd_type AMD Type Campaign

ViciStack Module

How ViciStack Optimizes AMD Agent Route

ViciStack's AMD Optimization module automatically monitors and optimizes amd_agent_route based on real-time performance data from your operation. Instead of manual tuning, ViciStack continuously analyzes call outcomes, agent performance, and contact rates to recommend and implement optimal values — often catching configuration drift before it affects your numbers.

Learn About AMD Optimization →

Frequently Asked Questions

What does amd_agent_route do in VICIdial? +
Determines where AMD-confirmed human calls are routed. NORMAL routes to the standard agent queue. Options include routing to specific agent groups, priority queues, or alternative campaigns based on AMD outcome.
What is the recommended value for amd_agent_route? +
The recommended range for amd_agent_route is NORMAL for most campaigns. The out-of-box default is NORMAL. Note that optimal values vary by operation size, campaign type, and carrier — use ViciStack's automated tuning to find your exact optimal configuration.
Can ViciStack automatically optimize amd_agent_route for me? +
Yes. ViciStack's AMD Optimization module monitors amd_agent_route continuously and alerts you when the value drifts outside optimal range. On qualifying plans, ViciStack can automatically adjust this setting based on real-time performance data — no manual intervention required.

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