On- Call Twilio Notify

rohan patil2
Tera Contributor

‎07-27-2023 01:18 AM

Hi Team,

 

I am working on On-call Twilio module. In this i have to identify when primary user is not picking up the phone then it gets transferred to auto answering machine/voice mailbox. thus i had configured (is_human field in notify_call table). the function of this field is to identify if human or answering machine answered the phone. but somehow, after testing we found that it is not functioning properly. even when answering machine answered the phone still is_human is set to true which should be false.

Please suggest any alternate solution or can anyone please explain how to resolve this is_human field so that it functions properly.

Any help or alternate solution to this would be appreciated. 

Thanks 

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Prabu Velayutha
Mega Sage
Mega Sage

‎07-27-2023 02:04 AM - edited ‎07-27-2023 02:05 AM

Hi @rohan patil2 

 

  • Hope you have the entered Account SID, Auth Token and able to connect.
  • Did you also tried increasing the Machine detection timeoutfield to set a timeout value?
  • Check the app logs?
  • I would suggest consulting with On-call Twilio support check if the issue with the actual detection and the response sent to Servicenow.
  • Also, submit a high support ticket since it is OOB functionality they can help troubleshooting.

If my response helped please mark it helpful and correct

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rohan patil2
Tera Contributor

‎07-27-2023 04:20 AM

hi prabu,

Account SID, Auth Token seems to be connected in twilio driver settings.I have increased timeout to 90 seconds still no change.

I am left with only creating hi ticket or connecting support desk.

Appreciate your response. 

Please suggest any thing else you think would be helping.

 

Thank ypu so much

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Prabu Velayutha
Mega Sage
Mega Sage
In response to rohan patil2

‎07-27-2023 08:09 AM

I'm just sharing my experience with notification tools

 

  1. Make sure the credential outboud  Servicenow to Twilio have the required privileges to get these details
  2. If you have shared any credentials for Twilio to Servicenow connection make sure it has the required role access to update the table
  3. Hope the integration works on a Rest API you can check the request and response values in this use case what is the find the attribute which maps to is_human field in notify_call table, if the request posted from tiwoli to servicenow is not providing expected value then it may be an issue with Twilio side else it could be Servicenow

 

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