Plum IVR Support

Thanks. That makes sense. I appreciate your continued responses to my questions. This helps us define the expected functionality of the updated campaign manager in the Plum platform.

Thank you for resolving the issue. I have one more question. The immediate outbound calls were going out as expected until we got to the 3pm call. There are 2000+ calls scheduled in the default campaign starting at 2:30 PM. Now that those are going out, the latest immediate calls we have scheduled a...

I have tested sending a couple immediate outbound calls by scheduling them to the default campaign with no scheduled timestamp. The first one went out within 15 minutes. It has been 40 minutes since I scheduled the second one and it hasn't been made yet. My goal is to schedule hourly outbound calls ...

As I think about this, would the best way to make hourly, outbound monitoring calls be to schedule them as immediate calls each hour? We could run a script each hour from a cron job that schedules an immediate call using the method you described. We would schedule the immediate call in the default c...

The calls that didn't go out were not attempted. The status returned is failed. Here's an example row from the outbound_call table: 1332260,"failed",2,12194763459,"http://10.0.1.76/_VoiceXML/callmonitor/call.vxml","http://10.0.1.76/_VoiceXML/callmonitor/result.php","",1291515300,"",0,0,NULL,300,1291...

We recently had our Plum Voice Platform upgraded to version 3.1.1. We are trying to better understand how the changes to the campaign manager have affected call queueing. It looks like resources are divided between campaigns with all campaigns having an equal chance to provide calls to the queue. Fo...

Our IVR box regularly has issues where a channel isn't released after a call is complete. In some of those cases, if I look in the live log I see some code looping. The code I posted for this thread is one example. I have also seen code that asks for a PIN loop when there is a stuck channel. More of...

Here's the code that will play the drug name audio file if it exists.

<audio src="<?=$drug_audio_path?><?=$med['audio_file']?>">
<voice name="<?=$voice?>">
<p>
<s><?=$med['TRADENAME']?> at <?=$med['STRENGTH']?> <?=$med['UNIT']?></s>
</p>
</voice>
</audio>

We recently had an outbound call from our Plum IVR server that looped the same code for 12+ minutes until I shut down the platform to kill the call. Here's the log entry that looped over and over. Can you see anything from this log entry? I can see that the IVR server tried to fetch an audio file ca...

Thanks. I sent this on to support.

We've been getting hundreds of the following error related to outbound calls in our Error Log the last 6 days (today there were 876 errors out of 3800 outbound calls). I have confirmed that this error results in a "bad fetch" error message played to the callee and a failed call. What would cause thi...

Thanks for your help! I'll take this back to my developer.

Here is what my developer gave me. Does this help? <audio src='/audio/hello.mp3'> <voice name='Diane'> <s>Hello, this is so and so</s> We are calling to remind </voice> </audio> <voice name='Diane'> insert name here </voice> <audio src='/audio/message.mp3'> <voice name='Diane'>, that you will need t...

We have a call flow for appointment reminder outbound calls that reads the person's name as part of the call. The name is spoken with TTS and we have the Cepstral engine. A customer complained that the name "William Conn" was pronounced as "William Connecticut". How can we keep this from happening? ...

We had an issue with our system where a customer called from a phone that did not report an ANI. It caused a problem due to our application code. I could see this in the web admin on the Call Logs page - there was nothing in the ANI column while the column was in progress. Also, the session log had ...