Is it possible to change how a voice message is acknowledged?

Question

Can the automated prompt that says "please press any number to hear your message" be replaced with a custom message? Can this message be skipped or removed?

Environment

All versions of xMatters

Answer

The prompt that says something like "press any digit to hear your alert" cannot be disabled or removed. It is required by the system to determine whether the call is being answered by a live person or an automated system, so it will always play before the alert content.

You can, however, customize the introductory automated voice prompt (for example, replacing the default "This is xMatters" introduction) with your own recording. To do this, provide xMatters with your custom audio file, or supply the exact wording and any pronunciation guidance so xMatters can arrange a professional recording and add it to your instance.

If you enable the option to bypass the intro so the call starts with your message, the system will still play the required "press any digit to hear your alert" prompt first. Bypassing the intro removes the default branding introduction, but does not skip the digit-press prompt.