Plum IVR Support

Dear Support, many thanks for your prompt and useful response. The support chain with my client is three organisations deep, removed from me and not moving forward, threatening the viability and on going use of the service. So I am looking to clear the log jam. I have provided some WP's from Cisco F...

We are installing an inbound IVR survey into a client. This client uses a Cisco Switch. The survey is started by a call centre agent who answers two questions whilst the caller is on hold. When this is done the agent transfers the caller via a speed dial to the survey number. Once the caller to surv...

Dear Plum,

I have followed you instructions, but the surveys are still not launching.

Please see screenshots of the Contact and Campaign screens based on your previous guidance.

http://www.rabbitsurveys.com/plum

You advice is appreciated.

Thank you for taking the time to give me this guidance Guys, GREATLY appreciated. Can I just check on the commercial costs of the outbound survey. It is a UK survey to a UK respondent. I take note of insertion of the US dialling string. We are working on a cost from your charging menu which is for U...

I have followed the steps in the guide to the letter several times now. It will not work on our small trial data set. I am 99% sure I am following all the steps correctly. The survey is in Deploy mode on my number. This is a UK to UK campaign. Please do not tell me it will not work in the UK? Can yo...

Can I clarify that in actual survey reporting, there is no capability to modify timezones. This I assume covers date/times that individual surveys are completed. It would also mean that all outbound surveys are scheduled for issue on the basis of EST time.
Is this correct?

Unfortunately, my times and timezones are still not correct for UK. Could it be that I have indavertently reversed the switch to GMT from EST Plum made earlier on Feb 5th? I do not think it has changed to UK format across my accounts.

I believe I am following the outbound survey set up correctly on my survey. But in a small scale test it is not working in the UK. Is there any reason for this?

I have followed the FAQ to enable transcriptions on my comment questions. This takes me to MORE OPTIONS on the panel, but when I look for the "Enable Transcription" button the screen text says "Transcribe recordings: Not enabled" How do I switch this on across all my accounts please? Regards Michael

I have changed my timezone in the control panel but it is still incorrect. I have seen the following statement if this is the case and it advises me to contact you. "If you are sure you have set the timezone and Summer Time/DST correctly and the time is still incorrect, then the time stored on the s...

The post does not explain the scenario if you find and then mute a Built In Choice to prevent it being played for one question say a NPS multiple choice, the impact on other questiions where that built in choice is also being used. Unlike the non Built in Choice responses with are clearly assigned t...

I have a question using a scale response On a scale of 1-10, with 1 being very dissatisfied & 10 being very satisfied. Overall, how satisfied are you with the way your enquiry was handled by the Contact Centre? It currently reads out "For one press one" "For two press two" "For three press two" and ...

I have three clients I am currently building surveys for. For each of these clients I have been given by Plum and admin login user name and password and ALSO a client username and password. I have built my first client survey (Client name begins Ada....) survey in my admin area for them. I am close ...