Agent Greeting Ending Up on the Agents’s SmartPhone Voicemail
Under some circumstances UberSmartPhone (USP) can leave agent voice mails when processing an inbound call. The voice mail contains the “agent greeting” which is asking to “press 1 to accept the call”. This happens when the agent does not answer and the call is sent to the voice mail service for the agent’s smartphone.
This does not happen with all voice mail services. Some voice mail services recognize that the agent greeting is being read by a machine. When this happens the voice mail hangs up and does not record a message. Other voice mail system record the agent greeting as if it is a live person.
How to Fix
Generally the way to stop unwanted agent voice mails is to change the voice mail greeting on the agent’s “native” smartphone greeting. The goal is to make the voice mail greeting on the phone’s native voice mail have a longer playing time than the greeting that USP speaks when asking the agent to accept the call.
How it Happens
When the phone’s native voice mail service answers, it will immediately start playing it’s greeting. At the same time UberSmartPhone (USP) will start speaking the agent greeting. Both machines are talking at this point and neither is listening. If the spoken agent prompt finishes before the phone’s native voice mail greeting, then the voice mail service will hear silence and assume the caller has hung up before leaving a message.