Question
How do I change voice call behaviors such as the number of retry attempts to prompt users to enter digits, how xMatters detects and reacts to a human voice vs. a machine, and the length of pause before starting to play notifications?
Environment
All versions of xMatters On-Demand
Answer
These settings, and others, can be modified from the Company Details screen on the Admin tab.
Phone Prompt
Determines when and how users hear xMatters prompts when the system calls them with a notification.
- On the Admin tab, find the Phone Prompt section.
- Enable the Override Global Setting, and specify values for:
| Initial Prompt Delay: the length of time, in milliseconds, to wait after the phone is answered before playing the initial greeting or prompt. |
| Delay After Prompt: the length of time, in milliseconds, to wait before repeating the initial greeting. If there is no response, xMatters can be configured to leave a message, hang up, or call back. |
| Number of Prompts: how many times the system plays the greeting before timing out and entering the voicemail flow. |
CPA Parameters
Adjust these settings to fine-tune the way xMatters detects whether it has reached a person or a machine.
- On the Admin tab, find the CPA Parameters section.
- Enable the Override Global Setting, and specify values for:
| Max Silence: the length of time the line is silent before determining no one is speaking. Recommended values are between 800 to 1200 milliseconds. |
| Max Time: the length of time used to determine if the answer is human or automated. When the duration of an answer is less than this value, it is considered to be from a human (e.g., "Hello"), otherwise, it is considered to be an automated response. Recommended values are between 4000 to 6000 milliseconds. |
| Run Time: the maximum amount of time that CPA listens for activity. Set this value to longer than a typical automated answer. Recommended values are 15000 to 20000 milliseconds. |
CPA Events
These settings determine how xMatters behaves when it detects a human or automated response during an outbound phone call.
- On the Admin tab, find the CPA Events section.
- Enable the Override Global Setting, and specify values for:
| Human: When a human voice is detected, the system prompts the user to continue interacting. (A human voice is detected by the configured value in CPA Parameter Max Time setting.) |
| Machine: When an automated response is detected, the system uses the voicemail options that are defined for the message. (An automated response is detected when the initial voice activity plus the period of silence exceeds the combined CPA Parameter values of Max Time and Max Silence.) |
| Beep: When a beep is detected, the system uses the configured voicemail parameters defined for the message. Beep detection will interrupt and restart the voicemail process. |
| Modem: When a modem is detected, the system logs an audit message and schedules a retry. |
| Fax: When a fax machine is detected, the system logs an audit message and schedules a retry. |
| SIT: A Special Information Tone (SIT) usually indicates the line is no longer in service or all circuits are busy. When a SIT is detected, the system logs an audit message and schedules. |
Note: If xMatters does not detect voicemail, select Human and Machine, or Human by itself and test for voicemail as well as human voice.
For more information about these and other settings, see Define company details.
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