Some customers have requested more information about how xMatters behaves during notifications and callbacks when using the different protocols. For example, when xMatters cannot differentiate between a dropped call and a manual disconnection (i.e., the User hangs up), how does the system behave? This is relevant for a variety of reasons, such as how it is possible to control some callback behavior in scripting, but scripting isn't used with the Voxeo protocol.
The following table indicates when or if an attempted call will be retried (according to the default settings and scripts).
|Call Result||Reason or Call Progress State||Voxeo||SIP||Dialogic|
|Not connected||No answer||Retry||Retry||Retry|
|Line was busy||Retry||Retry||Retry|
|Invalid, rejected, or unreachable number||No retry||Retry||Retry|
|Unknown or unidentifiable reason||Retry||Retry||Retry|
|Call connected||FAILED_AUTHENTICATION||No retry||No retry||No retry|
|LEFT_VOICEMAIL||No retry||No retry||No retry|
|USER_HUNG_UP (before authentication)||No retry||No retry||No retry|
(User did not respond to voice menus or prompts)
Originally created by Don Clark