I have an Electronic Workforce (EWF) application that records the caller speaking. The system needs to record for 120 seconds then play a message and hangup. I set a maximum length of 120 seconds and a minimum length of 1 second. I didn’t want any input to disrupt the recording, so I checked ‘Discard Earlier User Input’, ‘Tone Input Stops Recording’ (with keys that stop recording = ”), and ‘Discard the Key’.
I also added ‘VCE.RECORD.beeptime = 0’ to the cta.cfg file to the remove the beep before the recording. To the cta file I also added ‘VCE.RECORD.gain = 2’ to increase the volume of the recordings and ‘VCE.RECORD.silencetime = 120000’ to allow up to 120 seconds of silence if the user doesn’t say anything to be recorded.
These settings all worked fine in my testing in that the only way I was able to get a file shorter than 120 seconds was to hangup early. Now that we have gone live though, customers seem to have found a way to get a file consistently five seconds long. We have about 120 recordings a day and about 10 a day are exactly five seconds long. The exception returned is ‘Voice Msg Too Short’.
My question is how is this happening and what can I do (if anything) to prevent it?
User -BMM- on the Edify/Intervoice/Convergys customer forum gave me a good answer to this question. There are two settings that can cause a recording step to timeout with the Voice Msg Too Short error as follows…
The value is in seconds, but zero disables the timeouts entirely so that silence at the start of a sound and silence at the end do not cause the exception to be thrown.