Caller is hearing a robotic or default recording

The robotic voice message is the default message played when a welcome greeting, closed greeting, or dial menu has not been set.

Steps to Resolve:

Identify When the Caller Hears the Robotic Voice:

• During Business Hours: Navigate to the Dial Menu section on MYbOnline to check and update your settings.
• Outside Business Hours: Navigate to the Business Hours section on MYbOnline to ensure the appropriate settings are configured.

Verify Your Setup:

1. Do You Have Audio Uploaded or Text Written?

   • If Yes:

     • Check the format of the uploaded audio file (only MP3 format is supported).
     • Play the audio on your device to confirm it works correctly before uploading.
     • Confirm your status on MYbOnline under the Details Page. Ensure it is set to ACTIVE. (If the status shows suspended, it could indicate a fraud detection issue.)
     • Verify if you have an advanced call flow configured. If the issue persists:
       • Default to SCF (Standard Call Flow) and perform a test call.
       • Try uploading a different audio file from your library or, for testing purposes, create a temporary TTS (Text-to-Speech) file with simple text, save it, enable it, and then test again.

   • If No:

     • Follow this article to upload your own recording or enter text in the provided input field.

2. Check Business Hours and Greetings:

   • Ensure that business hours and welcome greetings are correctly set up.
   • Consider re-uploading the greeting or testing with a different audio file.

3. Confirm Number Transfer Setup:

   • If applicable, check that number transfer settings are configured correctly.

Additional Support:

If the above steps do not resolve the issue, please contact support at +44 000 000 0000 for further assistance.