How to Address Voicemail Detection Issues

Troubleshooting Scenario

Your Organization or a particular Call Target is experiencing a high number of reconnect failures, and you notice that many of the failed callbacks end with the Connecting:CallingCustomer:CustomerBusy event in Call Detail records.

One possible reason for the CustomerBusy event is that callbacks may be landing in customer voicemail systems. 

Mindful Callback does not automatically detect when a voicemail message is being played. Instead, when the Mindful IVR detects that the callback has been answered, it begins playing prompts as if the customer answered the call. If a voicemail greeting is brief enough, Mindful will still be playing voice prompts when the voicemail begins to record, causing the system to leave a voicemail message containing playback of the voice prompts.

However, if a voicemail greeting is particularly long, then Mindful may consider this a failure to respond, resulting in the CustomerBusy event.

Two Settings May Help

Two configurable Call Target settings can help to alleviate this issue:

Quick access: Call Targets > Your Call Target > General tab > Callback Strategy

• First, try Customer Prompt Loops. You can increase the number of times the Mindful Callback IVR will repeat callback voice prompts to ensure that the system continues to play prompts long enough to be captured by a voicemail system with a long greeting.
• If that doesn't help, try Customer Dial Timeout. You can increase the length of time that Mindful Callback will continue to dial customers before considering it a failure to answer. This can help in SIP-based integrations if you find that the 200 OK SIP message is being delayed when a voicemail greeting is played.