Troubleshooting Acknowledge Call

Analog lines spell trouble for the Acknowledge Call option. But, there is a workaround that helps them play nicely together.

Acknowledge Call is an option for

  • Rapid transfers from the InCall Menu
  • Cascade actions in personal call rules
  • Ring All actions in personal call rules

If Acknowledge Call is on, Switchvox doesn't complete the call until it receives a key-press of 1.

Unfortunately, when Switchvox rings a call that has passed to an analog line, the call appears to Switchvox as if the call has been answered. While your phone is ringing, Switchvox has already played the call from PBX sound and is waiting for you to press 1. If you answer quickly, you may hear the end of the sound and press 1 to acknowledge the call, and that would be fine. But if you pick up after two or more rings, you just won't have enough time to acknowledge the call.

The workaround is to modify the system sound FMC call from pbx so that it is much longer. That way, Switchvox doesn't expect you to acknowledge the call until the sound is done playing, which gives you more time to answer the phone.

To make that sound longer, do the following:

  1. Navigate to

    https://your .switchvox.domain/admin?cmd=modify_sound&sound_id=602
  2. Click Modify.
    The detail page is displayed for the sound FMC call from pbx
  3. For Sound Source, choose Record Over Phone or Upload File
    Switchvox will call your phone and you can make the sound that way, or you can upload a sound file if you prefer. This sound is probably only heard by your employees, so it doesn't have to be studio quality.
  4. Record or upload your sound.
    You should make it approximately three times as long as the original sound. The easiest way to do that is to use the same script: say it once, pause a moment, say it again, pause again, and say it one more time.
  5. Click Save.

It's all right if you make the sound too long, because it can be interrupted by pressing 1.