Selecting Monitoring Plan

To start using the Phone Number Monitoring (PNM) service, you need to select and configure a monitoring plan. The monitoring plans are the heart of the PNM service. The monitoring plan contains the monitored phone number information and call scenario, a call schedule, and optional alert group(s).

You can create a new monitoring plan and manage existed ones under the Monitoring Plans tab. To create and configure a new plan, click New Plan on the Monitoring Plans page.

The PNM service provides two types of phone monitoring plans:

Accessibility
Response Time Measurements

Generally, if you simply want to automatically check if a phone line is operational and phone number is in service, the Accessibility plan will work best for you. If you need to monitor your call center quality by measuring the time it takes a call recipient to answer the call including IVR testing, then the Response Time Measurements plan is your choice.

The Accessibility plan is a basic monitoring plan that allows you to set up phone line connection and phone number availability checks. The plan supports expected call response validation including Dual-tone multi-frequency (DTMF) response. Using the plan you can set up the service to check the response for a pressed number, specific words or 4-digit response PINs.

The Response Time Measurements (RTM) plan enhances capability of the Accessibility plan with advanced functionality such as call center quality monitoring with IVR testing. In addition to phone line monitoring, the plan supports toll-free number availability checks, call response time monitoring, IVR tree menu testing with real calls (voice and DTMF).