Agent & Call Experience

Use this guide when agents report problems that feel like AMDY issues but usually aren't — early hangups, "scam call" caller ID, or prospects who seem to disappear.

Prospects hang up before the agent speaks

This is almost never an AMDY issue. Check, in order:

1. Agent greeting habit — agents must say "hi" or "yes" immediately when a call connects. A silent agent makes the prospect think no one is there, and they hang up.
2. Connect tones — remove any audible "bloop" or ring tone on the agent side. Prospects hear it as a robocall.
3. Agent environment — background noise or echo on the agent's side hurts call quality and causes hangups.
4. Normal detection delay — there is a short processing moment during the first ~0.25–4 seconds while AMDY confirms a live person. This is by design; agents simply need to be ready to greet the instant the call lands. See statuses & timing.

Caller ID shows "Scam Likely" / "Spam"

This is a phone-number (DID) reputation issue, applied by carriers — not something AMDY controls.

1. Run a DID health check: Admin → Reports → DID stats in VICIdial.
2. Look the numbers up in a DID reputation service such as FraudCentral.io.
3. If numbers are flagged, rotate to fresh DIDs.

Agents sitting idle with a sudden drop in live answers? Work through the full Agents not getting calls checklist, including the connectivity and live-log steps.

"Our results dropped today"

If accuracy seems worse than usual, that is usually a carrier or DID-reputation issue rather than detection — see the "It worked better yesterday" section of the Detection Accuracy guide.

Quick talking points for your agents

• A short delay in the first 0.25–4 seconds is normal — that's the live-person detection window.
• If a prospect hangs up before the agent talks, the fix is the agent greeting faster, not an AMDY setting.
• "Scam" / "Spam" caller-ID labels are applied by the carrier to your outbound number — check DID reputation.