At AVOXI, our goal is to provide the highest quality, most seamless voice experience possible. As part of our mission to bring the latest advancements to voice technology, we have developed Proactive Service—a feature designed to proactively detect voice service disruptions and anomalies. 

With Proactive Service, you can speed up resolution time before you even know there's an issue. 

• AVOXI monitors all inbound call traffic to identify anomalies including drops in daily call volume, plus anomalies in call intervals and answer seizure ratio.  
• When Proactive Service detects an anomaly, it automatically runs our Number Testing feature to validate whether there is truly an outage on the number. 
  • If the test fails, Proactive Service automatically creates a support case with all the supporting data and information and assigns it to AVOXI Support as a Priority 1 case. AVOXI Support then begins troubleshooting and resolving the anomaly. 
• You’ll receive notifications regarding any detected issues and weekly reports included with your AVOXI Digest

Proactive Service Features

While Proactive Service is constantly monitoring your voice traffic for you, you can view details of any confirmed inbound outages in the Genius user interface. Start by logging into Genius, then follow the steps below to review the features.

Numbers UI 

• Navigate to the Numbers page in the left hand navigation
• Any numbers with a confirmed outage that are being worked on by our AVOXI experts will be highlighted at the top of the Active Numbers section in red, and tagged with the Proactive Service shield 
• Select the Failed Test (!) icon to view more details on the Number Test that triggered the case creation
• Hover over the Proactive Service shield to view quick information including: the date/time the case was opened, current status, and the triggering criteria
• You can also select the Proactive Service shield to drill into the Support Portal and view case details and status

Numbers Profile 

• You can also see the same information in the Number's Profile by selecting on the number and hovering over the Proactive Service tag; likewise, click the tag to view the Support case 

Support Portal 

• Navigate to the Support Portal by selecting Home at the top of the left hand navigation and then selecting the Support tab, or by selecting the Support icon in the top navigation bar
• A shield icon will be displayed next to the case number to indicate that it was opened via Proactive Service
• Like any other case, you can click on the case number for additional information or to add comments

Number Testing Activity 

• You can also view tests performed by Proactive Service on your Activity page
• Select Activity in the left hand navigation, and then select the Number Testing tab
• Proactive Service number tests will appear with Proactive Services in the Tags column
• If a case is still being actively worked it will be highlighted in red

If you have any questions or feedback please contact your Account Manager or the Product Manager, Clift Greene .