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Handle automated systems intelligently. IVR detection identifies when calls reach voicemail or phone trees — your agent can leave messages, navigate menus, or disconnect and retry later. What you’ll learn: Detection configuration, voicemail behavior, DTMF navigation, and outbound campaign optimization.

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Why Use IVR Detection?

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Optimize Outbound Campaigns

Reaching voicemail or automated systems wastes time and resources when your goal is human contact. IVR detection allows you to:
  • Disconnect quickly and try again later
  • Leave a professional message and mark the contact for follow-up
  • Navigate menus to reach the right department

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Professional Voicemail Handling

Instead of awkwardly attempting conversation with voicemail, leave a well-crafted message designed for voicemail boxes.

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Improve Contact Rates

By identifying and handling automated systems efficiently, you can:
  • Retry contacts at different times
  • Focus resources on reaching actual humans
  • Improve overall campaign success rates
Attempt to reach human operators by automatically navigating IVR menus with DTMF tones (dial pad presses).

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How to Configure IVR Detection

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Step 1: Enable IVR Detection

  1. Open your agent’s configuration
  2. Navigate to the Features tab
  3. Find IVR Detection and toggle it on

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Step 2: Configure Channel-Specific Settings

Control where IVR detection is active: Outbound Calls (Phone)
  • Default: Enabled
  • When your agent calls outbound phone numbers
  • Most common use case for IVR detection
Inbound Calls (Phone)
  • Default: Disabled
  • When callers phone your agent
  • Rarely needed (inbound callers are usually human)
Chat Sessions
  • Default: Disabled (testing only)
  • Text-based chat interactions
  • IVR detection not typically relevant
Web Calls
  • Default: Disabled (testing only)
  • Browser-based voice calls
  • IVR detection not typically relevant
Recommended: Enable for outbound calls only.

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Step 3: Configure IVR Navigation (Optional)

IVR Navigation Toggle
  • Enable if you want the agent to attempt navigating automated menus
  • Agent will try pressing dial pad numbers to reach human operators
  • Uses DTMF tone signals to interact with IVR systems
When to enable:
  • Calling businesses with complex phone trees
  • Want to reach specific departments automatically
  • Willing to spend time navigating before reaching humans
When to disable:
  • Quick connect/disconnect preferred
  • Don’t want agent spending time in phone menus
  • Target numbers don’t have complex IVR systems

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Step 4: Configure Detection Behavior

Choose how the agent responds when IVR/voicemail is detected:

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Option 1: Continue (No AMD)

What it does: Disables answering machine detection; agent treats all answers as human When to use:
  • Detection isn’t needed for your use case
  • All calls should proceed normally regardless of who/what answers
  • Testing or specific scenarios where IVR detection causes issues

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Option 2: Hang Up

What it does: Immediately disconnects when voicemail or IVR is detected When to use:
  • Reaching humans is critical; voicemail is wasted effort
  • Plan to retry contacts at different times
  • Want to maximize human contact attempts
  • Configuration:
  • Simply select “Hang Up” behavior
  • No additional settings needed
  • Agent disconnects silently and immediately

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Option 3: Leave Message

What it does: Agent leaves a voicemail message when detection occurs Configuration modes: Static Mode:
  • Predefined voicemail message
  • Supports variable interpolation: {{caller_name}}, {{company_name}}, etc.
  • Example: “Hi {{caller_name}}, this is {{agent_name}} from {{company_name}}. I’m calling about your appointment scheduled for tomorrow. Please call us back at {{phone_number}}. Thank you!”
Smart Mode:
  • Language model generates contextual voicemail based on call purpose
  • More dynamic and personalized
  • Optionally provide additional instructions to guide message generation
  • Example instructions: “Keep the message under 20 seconds. Mention the appointment time and provide a callback number.”
When to use Static:
  • Consistent, predictable messages
  • Regulatory or compliance requirements for exact wording
  • Simple, templated voicemail
When to use Smart:
  • Personalized, context-aware messages
  • Call reasons vary significantly
  • Want natural, conversational voicemail

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Configuration Examples

{
  "ivrDetection": "enabled",
  "channels": "Outbound Calls Only",
  "ivrNavigation": "disabled",
  "behavior": "Hang Up"
}
Rationale: Disconnect immediately when voicemail/IVR detected. Retry contacts at different times. Maximize time spent with humans.
{
  "ivrDetection": "enabled",
  "channels": "Outbound Calls Only",
  "ivrNavigation": "disabled",
  "behavior": "Leave Message (Static)",
  "message": "Hello `{{customer_name}}`, this is `{{agent_name}}` calling from `{{company_name}}` regarding your upcoming appointment on `{{appointment_date}}`. Please call us back at `{{callback_number}}` to confirm. Thank you!"
}
Rationale: Leave consistent, professional message when reaching voicemail. Simple, templated approach.
{
  "ivrDetection": "enabled",
  "channels": "Outbound Calls Only",
  "ivrNavigation": "disabled",
  "behavior": "Leave Message (Smart)",
  "additionalInstructions": "Leave a brief, friendly message under 20 seconds. Mention why you're calling and provide the callback number clearly. End with 'Have a great day!'"
}
Rationale: Personalized voicemail adapted to conversation context. Natural, friendly tone.
{
  "ivrDetection": "enabled",
  "channels": "Outbound Calls Only",
  "ivrNavigation": "enabled",
  "behavior": "Leave Message (Smart)",
  "additionalInstructions": "If you reach a human after navigation, introduce yourself and explain the call purpose. If unable to reach a human, leave a voicemail."
}
Rationale: Attempt to navigate through automated menus to reach departments or operators. Leave message if navigation fails.

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Common Use Cases

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Appointment Reminder Campaigns

  • Configuration: Hang up on voicemail, retry later
  • Why: Reminders are time-sensitive; voicemail less effective than conversation

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Sales Lead Follow-up

  • Configuration: Leave message (smart mode) with callback and value proposition
  • Why: Provide information even when reaching voicemail; gives leads opportunity to respond

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Customer Satisfaction Surveys

  • Configuration: Hang up on voicemail
  • Why: Surveys require conversation; voicemail can’t complete survey

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Service Outage Notifications

  • Configuration: Leave message (static mode) with clear, consistent notification
  • Why: Critical information must be delivered; voicemail ensures message is received

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Complex Business Outreach

  • Configuration: Navigate IVR, leave message if human not reached
  • Why: Reaching decision-makers in large organizations often requires menu navigation

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Measuring Effectiveness

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Key Metrics

  • IVR/voicemail detection rate - What percentage of calls reach automated systems?
  • Navigation success rate - When navigation is enabled, how often does it reach humans?
  • Callback rate from voicemail - Do contacts respond after voicemail messages?
  • Time spent in IVR - How long does navigation take before reaching humans?
  • False positive rate - How often are humans mistaken for IVR?

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Optimization Signals

High voicemail rate (>40%)
  • Try calling at different times
  • Validate phone number quality
  • Consider leaving messages instead of hanging up
Low navigation success (<20%)
  • Phone systems may be too complex
  • Consider disabling navigation and hanging up
  • Focus efforts on direct contact numbers
Low callback rate (<5%)
  • Improve voicemail message quality
  • Ensure callback number is clear
  • Provide better value proposition in message
High false positive rate (>10%)
  • Detection may be too aggressive
  • Report patterns to Dasha BlackBox support
  • Consider adjusting detection sensitivity (if available)

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Technical Considerations

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Detection Accuracy

IVR detection is highly accurate (>90%) but not perfect:
  • Clear, professional recordings are easiest to detect
  • Personal voicemail greetings with music or long messages may delay detection
  • Poor audio quality can affect detection accuracy
  • Unusual IVR systems may not be recognized

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DTMF Tone Generation

When navigation is enabled, agent sends standard DTMF tones:
  • Compatible with virtually all IVR systems
  • Timing calibrated for reliable recognition
  • Supports 0-9, *, # characters

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Latency Considerations

IVR detection adds 2-8 seconds at call start:
  • Necessary for accurate detection
  • Faster than human would react to IVR menus
  • Minimal compared to time saved by proper handling

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Compatibility

IVR detection works for:
  • ✅ Outbound phone calls (primary use case)
  • ✅ Inbound phone calls (if enabled)
  • ⚠️ Web calls (limited utility)
  • ❌ Chat sessions (not applicable)

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Troubleshooting

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Problem: Detection Not Working (Treats Voicemail as Human)

Solution: Verify IVR detection is enabled for outbound calls. Test with known voicemail numbers. Check detection behavior configuration is not set to “Continue”.

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Problem: False Positives (Humans Detected as IVR)

Solution: This is rare but can happen with unusual human answering patterns. Report specific cases to support. Consider if detection is actually correct (e.g., receptionist reading from script).

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Problem: Agent Can’t Navigate IVR Successfully

Solution: IVR navigation works best with simple menus. Complex multi-level systems may be too difficult. Disable navigation and use hang-up or leave message behavior instead.

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Problem: Voicemail Messages Being Cut Off

Solution: Keep messages under 20 seconds. Some voicemail systems have short recording limits. Front-load important information (callback number, name, purpose).

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Problem: Too Many Calls Going to Voicemail

Solution: Adjust calling times to match target availability. Consider multiple attempts at different times. Validate phone number quality from data source.

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Next steps

Maximum Call Duration

Control call length after navigation

Talk First

Configure opening greetings

Silence Management

Handle unresponsive IVR systems

Outbound Calls

Schedule outbound campaigns