Issues with Custom Greeting Messages

[ava]

I am currently trying to get the Voice XML code we have to allow for callling phone extensions and leaving voicemail messages. We have callee type enabled but the problem I keep running into is with custom greetings. It seems that the callee type detects the custom greeting as if a human answered the phone and started talking. Thus, the message starts to play and by the time someone actually answers the phone or listens to a voicemail message, the message is cut off or incomplete.

My question is how does the callee type distinguish between a human talking and if an answering machine message is played? Is there a way to account for custom greeting messages? Is there a way I can dial the phone extension without the custom greeting being played first?

Please provide some clarification. Below, I have attached the Voice XML code that we have already and let me know if there is a way to provide the functionality that I described earlier. In addition, I'm altering the phone number in my ASP.NET code to check for phone extensions and then sending the phone number in the following format "tel:+1##########;postd=##;ani=##########". Does combining caller id and a phone extension create a problem?

The following is our Voice XML:

<%@ Page Language="vb" AutoEventWireup="false" CodeBehind="outcall.aspx.vb" Inherits="VoiceXML_WebSite.outcall" %>
<?xml version="1.0" encoding="UTF-8"?>
<!DOCTYPE vxml PUBLIC "-//W3C//DTD VOICEXML 2.1//EN" "http://www.w3.org/TR/voicexml21/vxml.dtd">
<vxml version="2.0">
<form id="get_card_info">
<% If validaterequest() Then%>

<var name="callee_type" expr="'<%=calltype %>'"/>
<block>
<if cond="callee_type=='answeringmachine'">
<submit next="/processor.aspx?Machine=1" namelist="Confirm message_reference"/>
</if>
</block>

<var name="message_reference" expr="<%=msgid %>" />
<field name="Person_Check">
<prompt bargeintype="hotword" timeout="5s">
This is a notification from <%=sname%>.
If this is <%=rname%>, press pound.
Otherwise, please put <%=rname%> on the phone.
</prompt>
<grammar type="application/srgs+xml" root="r2" mode="dtmf" version="1.0">
<rule id="r2" scope="public">
<item> # </item>
</rule>
</grammar>
<help>No help is available.</help>
</field>

<field name="Confirm">
<prompt bargeintype="hotword" timeout="5s"><%=MainMsg %></prompt>
<grammar type="application/srgs+xml" root="r3" mode="dtmf" version="1.0">
<rule id="r3" scope="public">
<% If Msgtype.Trim <> "Notification and Survey" Then%>
<item>*</item>
<%Else%>
<one-of>
<item>1</item>
<item>2</item>
<item>3</item>
<item>4</item>
<item>5</item>
<item>6</item>
<item>7</item>
<item>8</item>
<item>9</item></one-of>
<%end if %>
</rule>
</grammar>
</field>
<block>
<submit next="/processor.aspx" namelist="Confirm message_reference"/>
</block>
<%End If%>
</form>
</vxml>

Please let me know if you can help.

[support]

Hi ava,

About your question on callee type detection, please keep in mind that is it not 100% accurate, which means that sometimes it will mistake an answering machine for a human.

To account for the cutoff that's occurring for your IVR message, you could view these previous forum topics:

http://support.plumvoice.com/viewtopic. ... ence#p4406
http://support.plumvoice.com/viewtopic. ... mail#p4455
http://support.plumvoice.com/viewtopic. ... ence#p4467

About your last question, combining the caller ID and the phone extension should not be a problem.

Hope this helps you get started.

Regards,
Plum Support