Plum IVR Support

Fuse+ does not automatically create reports in this exact format, but it is possible to create this with a combination of the outbound logs, the result URL, and the post-call webservice. Under Deployments ( https://fuse.plumvoice.com/deploy ), click on the outbound icon for your application. You can...

Hi, Playing a different welcome music on each call is possible to accomplish, but not directly through Fuse+. You would have to use the Subdialog module and a custom VoiceXML. In this situation, you would need to host your own VoiceXML script and audio files for that Subdialog portion of the applica...

Hi, You can upload an arbitrary music file into Fuse+ through the audio manager. In the audio manager, you can name your files under the phrase column. Under the action column, you can upload pre-recorded audio for a prompt. For more details on how to do so please refer to this link: https://www.plu...

Hi, Unfortunately <prosody> can only get you so far. The problem is that it also slows down the pronunciation of the letters themselves. For example if you were to set <prosody rate="slow">M</prosody> the system would read it as ehhhhhhhmmmmm which does not solve the problem you need to address. We ...

Hi,

Could you post a code example of your latest attempt? That will help us to see what kind of confirmation codes it is reading out. Also, which TTS engine and voice are you currently using?

Thanks,
Plum Support

Insight receives whatever caller ID the call center is passing through. You will have to reach out to your call center and ask them to pass the actual number of the agent instead of the generic number.

Hi, The errors you are reporting are an internal Plum error. They are triggered when there is an internal call routing issue on our end. When the system is unable to access the configuration for a specific phone number it reports this error. We recommend that you report any issues like this via supp...

Hi Kevin,

Please contact Support for the information. Thank you.

Regards,
Plum Support

Hi, At this time console.log() is supported within the Eval JS module. As long as the Eval JS module is reached and the JavaScript code is able to execute, calls to console.log() will appear in your individual call logs. It is unlikely that we will support exporting VoiceXML anytime in the near futu...

Yes, this flow is possible within Fuse+. You may upload authentication data for each user within the outbound queue CSV. However, do not put any sensitive PCI or HIPPA related data in your CSV because the outbound metadata specificallyis not covered by our PCI environment. For example, you may not p...

Hello, To disable the prompt that follows an option, you can 1) go into the Edit Content page for the survey, 2) go into Audio settings page, 3) find the Phrases “10” and “,press10.”, then under the Actions column, click on the drop down menu and select Mute. That will mute the prompt “10, press 10”...

Hi Henry,

The engineers are currently working on improving the latency you are seeing. It will be pushed in a couple weeks, if not earlier. We will update you here when it is completed. Please let us know if you have any further questions.

Regards,
Plum Support

Hi, It seems like the recent post has been deleted. If you are still unable to download audio from the audio page, please send a screenshot or recording of the screen showing no download happened to support@plumgroup.com with your customer ID in the subject line. If you are now able to download, ple...

Hi, The call logs are still compatible with the interface. We have verified that logs icon appear on Chrome browser on macOS High Sierra. Can you send a screenshot or recording of the screen indicating the missing icon to support@plumgroup.com with your customer ID in the subject line? That will hel...

Hi,

So you have tried hard refresh and cache clear?

We were able to find and click on the call log document icon and see the logs on Chrome browser on macOS High Sierra.

Regards,
Plum Support