Configuring a Response Time Measurement Call Plan

To add a new Response Time Measurement Plan, on the Monitoring Plans page, click New Plan and select the Response Time Measurement type.

First, you need to configure the call plan. To do this, on the Call Plan tab, follow the steps provided below:

1. Enter a Plan Name (up to 20 alphanumeric characters), the Country from which the phone number to be monitored originates, and the number itself. PNM will automatically enter the proper country code for the phone number and provide the cost of the call in Call Credits per minute next to the phone field.
2. Enter the Time Zone where the phone number originates; all calls placed by PNM to that number will be relative to the specified time zone.
3. Select Record Call if you wish to have an audio record of the call. You can listen to a recorded call by logging into your account and going to the Report page.
4. Select the Expected Call Response that you expect to receive from the person answering the monitoring call:
   • Any Key Pressed 
   • Response Code – supports up to six 4-digit response codes, that can be entered in response to the call. The response is considered as correct if one of the codes was entered.
   • Response Word – supports checks for response words, that can be used in the vocal response to the call. The response is considered correct if one of the words was detected in the vocal response.
5. Build an RTM chain. For details see the Building an RTM Chain section of this article. 
6. In the Call Options section, select call retry and time delay options that may be applicable to calls that were not answered from the first attempt or calls that do not receive the proper response. 
7. Set the Maximum ringing time timeout in seconds. The call attempt will be aborted if the timeout is reached. 
8. Click Next Step to configure the call Schedule, Alerts and check the Summary.

Building an RTM Chain

1. Specify an RTM timeout. Enter the maximum allowed time (in seconds) that the system will wait from dealing the phone number to the moment when a call is answered and a designated response is provided. If the specified time exceeds, the call will be automatically terminated. Hold times or delays in answering calls must be taken into consideration.
2. Build the RTM chain consisting of:
   • Delays – specify an amount of time in seconds to accommodate that portion of calls that contain greetings or instructional messages.
   • Send Digits – use this feature to specify an extension or select a branch within a call e.g. press ‘1’ for sales. Use the optional Comments fields to identify what the digits are used for.
   • Play File – use this feature for a voice response to a call, e.g., ‘name the destination city’. At least one Play File step must be included as the last element in the RTM chain. The last audio file should instruct the person answering the call to enter a specified 4-digit response code, i.e., ‘enter your four-digit response code now’. The last audio file, when activated, plays continuously until the call is answered with the proper response or the call times out.
3. For the Expected Call Response that you wish to receive from the person answering the monitor call, enter a 4- digit response code. At least one response code must be entered.

Call Schedule

Select a schedule from the list of call schedules or add New Schedule and configure a new schedule. See the Configuring Schedules article of this wiki for details.

Alerts

Choose to include or omit Alerts. See how to configure alert groups and templates in the Configuring Alert Groups and Configuring Alert Templates articles of this wiki.

You can receive an alert if any of the following conditions are selected and then met when the monitoring call is placed:

• Phone number is busy
• Phone is not answered
• Incorrect response received
• Phone system error

If no alert conditions are specified, you can still view specific call information under the Reports menu.

Summary

The Summary tab provides a listing of all of the elements that make up the plan. To edit the plan, click on one of the categories on the left menu or use the Back button at the bottom of the page. 

Once the plan settings are configured, you can either save the plan without activating monitoring or you can activate the monitoring plan immediately:

• To activate the plan, click Activate Now. 
• To add the plan to the list of monitoring plans without activating it, click Save and Exit.

It is recommended to use the Run Now option on the Monitoring Plans page for every newly created plan (the plan’s actions menu > Run Now) to make sure that the monitoring call is executed properly.