Autoattendant Press 1 Issue

[bjones]

Using VG version 6.0.3107 Enterprise, dialogic card, Single Line, on XP Pro workstation. Having an issue with voiceguide playing message for answer machine but it is not being recorded on answer machine because the auto-attendant is waiting for Press 1 to leave message and continues with its message about press 1,2,3 etc. Currenly we are able to leave message if human picks up (answer hello and human message is played) or if answer machine is recognized (then VG answer machine message is played). Problem comes in when VG doesn't recognize the answer machines when 'press 1' requirement from answer machine and creates the vox message as if it was able to leave message on answer machine. Therefore client has indication that message was left for appointment when in reality no message was recorded. What is best way to detect autoattendant in these cases and have VG count that call as not successful. In attached zip file, 1. look for 434-42 where VG leaves message but answer machine says wireless was disconnected or number changed / vox was created anyway; 2. look for 632-01 answer machine has telemarketer message and requires a press 1 / vox was created as though message was left. I have other calls where the vox = 0 and then VG hangs and no other calls get recorded (vox =0) from then on until VG is reset (I don't have examples in this attached file but will send file if you need example). Thank you for your assistance!

[SupportTeam]

No .ZIP was attached. Can you please try attaching it again?

[SupportTeam]

One solution would be to insert the DTMF 1 tone into the sound file being played - at the beginning of the sound file before the actual message is played.

 

If you know which customers have "press 1 to leave message" answering machines then you could just generate a short sound file that just has a DTMF 1 sound in it and specify that sound file to be played just before the answering machine announcement on those calls only.

 

You can use Audacity http://audacity.sourceforge.net/ to generate these DTMF sound files.