Question
When I receive an xMatters voice message notification, it asks me to press any digit to hear the message, but when I do nothing seems to happen. How can I resolve this?
Environment
All versions of xMatters
Answer
There are a few reasons this could be happening:
- It's possible that the call took a few extra moments to connect to your end device, during which time xMatters evaluated that a voicemail has been reached (you can look at the event log to confirm this). If this happened, you can configure a small delay for incoming voice calls before being prompted to press a key.
- If you're using an office phone which has a small IVR or greeting message, xMatters may also register this as the call being answered by voicemail. Configuring a delay for incoming voice calls should resolve this.
- If you didn't hear a tone when pressing a key (for example, a beep), this may be a device level issue. Try restarting the device.
- Your carrier may be experiencing a temporary network issue. In this case, the call should either be retried, or listened and responded to on another device.
If the problem persists, contact Support.
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