Administrator > Configure your company > Define company details

Define company details

You can define the details for a company using the Company Details page (accessed via the Admin tab). Depending on your permission level, you may not be able to view the Company Details page, or you may not be able to view all of the settings on this page.

Changes to these fields may take up to five minutes to take effect. Consider this delay when attempting to fine-tune any settings, especially those that involve timing during outbound phone calls.

Company Details settings

Setting

Description

Company Logo

Allows you to configure the logo that appears on the company login page and in top left corner of the user interface once logged into xMatters. The company login page is accessed by including the company name in the logon URL, for example, https://mycompany.na1.xmatters.com.

The company logo is displayed 70 pixels high and up to 270 pixels wide, and appears on a white background. Larger images will be scaled down to these dimensions. To maximize the size of your logo on the login screen, use a version of your logo that is short and wide, and crop white space from the top and bottom of the image. For best results on retina screens, upload an image that is 140 pixels high.

You can upload any image file of type .jpg, .jpeg, .gif, and .png that is 250KB or smaller.

  • To upload a new logo, click the Upload New Image button and select the new image. In the Logo Uploaded dialog, click Save. The new logo is saved regardless of whether you save any other changes on the Company Details page.
  • To restore the original xMatters logo, click Revert to default.
Outgoing Caller ID

Specifies the phone number to display on phones that have the ability to show caller ID information for incoming calls. Setting the caller ID can help recipients recognize that they are receiving a notification from xMatters. If your company is configured to allow users to call in to xMatters to check their messages, you may want use the call-in number as your outgoing caller ID.

For more information about configuring the outgoing caller ID, see Configure outgoing caller ID.

Email

Specifies the email sender display name shown in the "From" field of email notifications. Setting the Email Sender Display Name helps recipients recognize that the notification is from xMatters, and reduces the number of notifications that are marked as spam.

Example

If the email is sent from "alert@xmatters.com" and the Email Sender Display Name field is set to "MyCompany Alerts", then the email sender address is "MyCompany Alerts <alert@xmatters.com>". Most email clients display this as "MyCompany Alerts".

Note: Communication plan designers can override the Email Sender Display Name for individual forms.

SAML Configuration

Allows you to configure SAML 2.0 settings for your xMatters deployment. For details, see Configure Single Sign On with SAML.

Phone Prompt

Enables company-specific phone prompt settings. These settings determine when and how users hear the xMatters prompts when the system calls them with a notification.

To access or change these settings, select the Override Global Setting check box, and then specify the following:

  • Initial Prompt Delay: Specifies the length of time (in milliseconds) to wait after the phone is picked up before playing the initial greeting or prompt.
  • Delay After Prompt: Specifies the length of time (in milliseconds) to wait after playing the initial prompt before playing the prompt again (if the Number of Prompts is greater than one), or timing out and entering the voice mail flow (which may include leaving a message, hanging up, or calling back).
  • Number of Prompts: Specifies how many times the system plays the prompt and delay before timing out and entering the voice mail flow.
Phone Extensions

Enables company-specific phone extension settings These settings determine when and how users hear the xMatters prompts when xMatters calls them on a system that uses telephone extensions.

To access or change these settings, select the Override Global Setting check box, and then specify the following details:

  • Enable Extensions: Indicates whether the Company supports phone extensions. Select this check box to specify the remaining settings.
  • Extension Dial Delay: Specifies the length of time (in milliseconds) to wait after the call connects before dialing the extension digits.
  • Initial Prompt Delay: Specifies the length of time (in milliseconds) to wait after the extension connects (or the phone is picked up) before playing the initial greeting or prompt.
  • Delay After Prompt: Specifies the length of time (in milliseconds) to wait after playing the initial prompt before playing the prompt again (if the Number of Prompts is greater than one), or timing out and entering the voice mail flow (which may include leaving a message, hanging up, or calling back).
  • Number of Prompts: Specifies how many times the system plays the prompt and delay before timing out and entering the voice mail flow.
CPA Parameters

Enables company-specific Call Progress Analysis (CPA) parameter settings. You can adjust these settings to fine-tune the way xMatters detects whether it has reached a person or machine when placing a telephone call. Note that changing these settings may take up to five minutes to take effect.

To access or change these settings, select the Override Global Setting check box, and then specify the following details:

  • Max Silence: The amount of time that the line is silent before signaling the end of voice activity. Recommended values are 800 - 1200 milliseconds.
  • Max Time: The amount of time used to determine if voice activity is from a human or a machine. When the duration of voice activity is less than this value, it is considered to be from a human. Otherwise, it is considered to be from a machine. Recommended values are 4000 - 6000 milliseconds.
  • Run Time: The maximum amount of time that the CPA listens for events. If this time is exceeded, the CPA returns an unknown result. Set this value to be longer than a typical outgoing answering machine message. Recommended values are 15000 to 20000 milliseconds.
CPA Events

Enables company-specific Call Progress Analysis (CPA) event settings. These settings determine how xMatters behaves when it detects a CPA event during an outbound phone call. The list below identifies all of the possible events that can trigger specific workflow in xMatters, and the default behavior.

To access or change these settings, select the Override Global Setting check box, and then select the CPA events that you want xMatters to recognize and act on. By default, all of the listed events are active, meaning that xMatters will react whenever it detects one. Any events that are not selected are ignored during call progress; xMatters treats these events as though "human" was detected:

  • Human: When a human voice is detected, the system prompts the user to continue messaging. (A human voice is detected when initial voice activity is less than the value of the CPA Parameter Max Time setting.)
  • Machine: When a machine is detected, the system uses the voicemail options that are defined for the message. (A machine voice is detected when the initial voice activity plus the period of silence exceeds the combined CPA parameter values of  Max Time and Max Silence.)
  • Beep: When a beep is detected the system uses the voicemail options that are defined for the message. Note that beep detection will interrupt and restart the voicemail process.
  • Modem: When a modem is detected, the system logs an audit message and schedules a retry.
  • Fax: When a fax machine is detected, the system logs an audit message and schedules a retry.
  • SIT: A Special Information Tone (SIT) usually indicates that the line is no longer in service or all circuits are busy. When a SIT is detected, the system logs an audit message and schedules a retry.
Beep Detection

Enables company-specific beep detection settings. These settings determine how xMatters listens for and processes the tones that indicate it has reached a voice mail process that is beginning to record a message.

To access or change these settings, select the Override Global Setting check box, and then specify the following details:

  • Frequency Tolerance: The maximum frequency range that a tone can have and still be detected as a beep. This value influences how monotonicity is calculated.
  • Monotonicity: How monotonous a frame must be in order to be detected as a beep.
  • Max Noise Time: The maximum total amount of time that noise can occur during a beep. Used for noisy environments and environments with echo.
  • Max Consecutive Noise: The maximum consecutive amount of time that noise can occur during a beep. Used for noisy environments and environments with echo.
  • Beep Signal To Noise Ratio: The minimum signal-to-noise ratio. This value is evaluated when noise is detected during a beep.
  • Minimum Beep Length: The minimum amount of time that a beep must occur in order for it to be interpreted as a beep. If this value is too low, non-beep sounds may be interpreted as beeps, which could cause xMatters to begin playing the voice message before the answering service is ready to record a message. If this value is too high, xMatters may fail to detect a beep.
  • Post-Beep Silence: The amount of silence that must follow an answering machine tone in order for the beep to be considered complete. If this value is too high, then xMatters may fail to register a beep because of background noise. If this value is too low, a series of tones could be interpreted as a single tone. If you expect that calls will be answered in noisy environments, you may want to set this to be a low value so that background noise does not interfere with beep detection.
  • Message Restart Tolerance: This value determines whether xMatters restarts a message that is already in progress when an answering machine beep occurs. If the message has been playing for longer than the specified time, xMatters restarts the message. Otherwise, xMatters continues playing the message, which causes the first part of the message to be cut off of the recorded voice mail. This situation can occur when a long period of silence follows a period of voice activity, as defined by the Max Silence and Max Time parameters.
Web Session Timeouts

Enables company-specific web session timeout settings. These settings determine the length of time a user can remain inactive in a web session before the session expires, and if select reporting pages are excluded from timeouts.

  • Max Session Duration: The timeout period in minutes. If the logged-in user is inactive for this length of time, xMatters ends the web session and requires the user to log in again. Allowed values are 5 to 60 minutes (default 30 minutes).
  • Exclude Reporting Pages: When this option is selected, reporting pages will not time out. This includes the Conference Bridge Report, Dashboard, Event Report, Integration Builder Activity Stream, and Notifications Report. This setting is disabled by default for new companies (reporting pages will time out).

The option to exclude reporting pages from web session timeouts is enabled by default for companies existing before the 5.5.137 release of xMatters.