Engage Voice | Configuring voicemail detection

Creating a voicemail detection profile is fast and easy. You can access voicemail profiles by navigating to Dialing > Advanced settings > Voicemail detection via the left-hand navigation bar. This will direct you to the Profile page, where you will see a list of all profiles that have been created.
 
To create a new profile, follow these steps: 
1. Navigate to Dialing > Advanced settings > Voicemail detection.
2. Click on New profile on the upper right corner of the Voicemail detection page.
3. Choose a name for your voicemail detection profile.
4. Mark the Default profile checkbox if you wish to make this profile the default for all campaigns.
5. Complete the fields in the Settings section as desired.
6. Click on Save to save your progress, or click on Save and close to save and exit.
After saving the profile, you can edit it later by clicking on its name.

Voicemail detection profile settings

In this section, you’ll find different settings you can customize. Each field has default values and are measured in milliseconds (ms). Remember that one second is 1000 milliseconds. Here are the different settings you can find in the Settings section:
  • Initial silence: The maximum silence duration before the greeting. If exceeded, then a voicemail is detected.
  • Greeting: The maximum length of the greeting. If exceeded, then a voicemail is detected.
  • After greetings silence: The maximum silence after detecting a greeting. If exceeded, then a voicemail is detected.
  • Total analysis time: The maximum time allowed for the algorithm to decide whether the called party is a human or a voicemail.
  • Minimum word length: The minimum amount of time voice activity must last for voice activity to be detected as a word. If the duration of the voice activity is shorter than the minimum word length, silence is detected.
  • Between words silence: The minimum duration of silence after a word to consider the audio that follows as a new word.
  • Maximum number of words: The maximum number of words detected in the greeting. If exceeded, then a voicemail is detected.
  • Silence threshold: The sensitivity of the algorithm when detecting silence, represented by the average level of noise from 0 to 32767, which, if not exceeded, is considered as silence.
View of Voicemail detection profile settings

Deleting a voicemail detection profile

Deleting a voicemail detection profile is also easy, but depending on its status, you might encounter different scenarios. Deleting a profile not assigned to any campaign is straightforward, but if a profile is assigned to one or more campaigns, you have to select a new profile to transfer associated campaigns to before you can delete the other profile.
 
To delete a profile not assigned to any campaign, follow these steps:
1. Navigate to Dialing > Advanced settings > Voicemail detection.
2. Select the profile you want to delete.
3. In the upper right corner of the Profile page, click on the More icon and select Delete.
4. In the Delete profile prompt, select Delete.
To delete a profile associated with campaigns, follow these steps:
1. Navigate to Dialing > Advanced settings > Voicemail detection.
2. Select the profile you want to delete.
3. In the upper right corner of the Profile page, click on the More icon and select Delete.
4. In the Delete profile modal window, select a new profile in the Select a new profile for these campaigns dropdown menu.
5. Click Delete.
View of the deleting a voicemail detection profile
If you delete a custom profile that you’ve assigned as the default for campaigns, the default voicemail detection profile status will be transferred back to the Normal profile. If you delete a custom profile assigned as default and select another custom profile to transfer associated campaigns to, the default status will still be transferred to the Normal profile. You’ll have to assign the default status to another profile manually.

Assigning a voicemail detection profile to a campaign

To assign a new profile to a campaign, follow these steps:
1. Navigate to Dialing > Campaigns.
2. Click on the dial group name to expand it and see the list of campaigns assigned to that dial group.
3. Click on the campaign name you want to configure.
4. Scroll down to the Dialer Settings section and check the Voicemail Detection Enabled checkbox.
5. Click on the Voicemail Detection Profile field and select a profile from the dropdown menu.
6. Click Save.
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