Call Progress has become increasingly complex as new technologies have emergerged on the market. Cell phone providers, complicated voice mail systems, SIP carriers, and the like have made determining the outcome of a call more difficult. Every case has its own set of variables. For example:
- One cell carrier actually answers the phone, and plays music while it attempts to locate the called party.
- One Voicemail system plays “Ding-Dong”, a long pause, followed by a greeting… The Ding-Dong followed by the pause has the same pitch as “hell-o”, causing call progress to think a human has answered the phone.
- One SIP provider actually “connects” the call and then plays a “This number is not in service” without an SIT Tone causing call progress to think it has reached a machine.
Springware boards allow you to adjust certain settings to control how call progress works. Some of those settings are configured via CTI32Config and others are configurable in CTI32.ini file.
To properly enable call progress on Springware boards, edit the Default section of the CTI32Engine.Config file with the CTI32Config.exe program.
Locate the element called UseQualificationTemplates and set this value to 1.
Then switch to the dx_cap section.
For basic call progress that works for most installations set the following:
ca_intflg = 8
ca_lcdly = -1
Note: You can adjust other settings in the default section, based on your specific needs. For more information on individual settings of the dx_cap section of CTI32Engine.Config see: dx_cap
You must also enable the call progress templates in CTI32.ini.
Edit the cti32.ini file and navigate to the [CallProgress] section.
This will set the values for call progress analysis based on the remainder of the [CallProgress] section.
Note: You can adjust other settings in the [CallProgress] section, based on your specific needs.