One Call Now™ Problems/Issues
This is a publication provided by One Call Now addressing the - unfortunately - common problems:

If part of your message delivered using our system was cut off or there is a long pause at the beginning of your messages, know that there are times when this can occur.  The following is both a short and simple explanation for this, as well as a more in-depth look.  We will also offer solutions for how you can resolve or work around this situation.

 

SHORT AND SIMPLE EXPLANATION

The quick answer is that these types of issues usually mean we start playing your message before the recipient’s machine or voice mail starts recording that message.  The result is that the beginning of your message (sometimes just the Group Greeting) is cut off.  To remedy this situation, see the SOLUTIONS below.

 

SOLUTION

WHY?

 SHS Response:

Call-in Feature

Members can listen to message again if it’s missed for any reason

 There are instructions now on the website on how to retrieve a missed message.

Website Banner

Put a link on your website that members click to listen to your latest message

 Added to the website.

Re-record Message Introduction

Remove extra space at the end of introductory greeting

 Done.  We initially removed this message thinking it created more of a pause, but apparently it does not.

Turn Play Tones and Play Greeting settings on

Avoid long delays or pauses at beginning of messages

 Done.  Again, we removed the tones thinking they created more of a pause, but apparently they do not.

Put 1 in extension field for some cell phone numbers

Alleviate problems delivering to cell phones using certain carriers

 If you have an issue on your cell phone, please email me and I will add a number 1 to your listing:  broomhead@verizon.net

 

 HOW OUR SYSTEM WORKS – MORE IN DEPTH LOOK

The detection of a live person versus answering machine comes into play whenever any automated system makes a call.  Our surveys and clients tell us we are about 85% accurate in making that determination.  The following is an explanation of how this works:

1.       Recipient’s phone is answered:

a.           We play the ring tones and group greeting

b.           Note:  If the ring tones and/or the Group Greeting are turned off, there is a slight pause at the beginning of the call.

2.       We listen for a pre-determined amount of silence to decide if we’ve reached a live person or a recording:

a.           If we determine we’ve reached a Live Person:

·    We play the body of message (they’ve already heard the ring tones and Group Greeting)

b.           If we determine we’ve reached an Answering Machine or Voice Mail:
 

WHAT CAN CAUSE PROBLEMS

Trouble can occur when an outgoing message on an answering machine or voice mail is excessively long (bringing into play the 20 second elapsed time scenario described above), contains long pauses, or when a cellular service provider plays its own outgoing message before or after the subscriber's message. 

 

For example:  “Please hold while we locate this subscriber” might play, followed by some pauses and the recipient’s actual greeting, and then end with "To page this person please press 5, press 1 to leave a message or wait for the tone."  The extra length and/or pauses can cause our system into delivering your message before the recipient’s voice mail is ready to record it.

 

This type of situation could result in the beginning of your message being “cut off” or even missed entirely because we begin playing your message a little too soon.  A similar situation can also occur if the cellular provider has trouble locating or connecting to the subscriber and places the call on hold.

 

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