Plum not disconnecting after hangup
Posted: Tue Oct 28, 2003 10:55 am
Our QA tester reported the following problem:
"If a customer hangs up without answering the first query by the system, "Please select 1 for refill or 0 to speak with a representative" that line is tied up until the system satisfies itself that it has requested the entry at least 5 times. That amounts to 25 to 30 seconds of wasted phone line connection time. Plus it may result in dead connections being forwarded to representatives."
The QA tester was testing from a phone connected to the PBX which was connected to the server. The tester was testing the following code:
<?xml version="1.0" ?>
<vxml version="1.0">
<meta name="copyright" content="HeyAnita Inc." />
<var name="rxNumber"/>
<var name="customerPhoneNumber"/>
<property name="inputmodes" value="dtmf"/>
<menu id="intro" dtmf="true">
<prompt>
<audio src="http://66.148.213.243:9000/ivr/audio/prompts/1.wav"> Welcome to Sav-Rx pharmacy.</audio>
</prompt>
<prompt>
<audio src="http://66.148.213.243:9000/ivr/audio/pr ... wav">Press 1 to refill your prescription, or press 0 to speak with a customer service representative.</audio></prompt>
<choice dtmf="1" next="#refill"/>
<choice dtmf="0" next="#trySavRxQueueTransfer"/>
</menu>
.....
Doesn't Plum terminate the call and the script on any hangup or are there conditions where this won't happen? Is it possible that the server is not sensing the hangup from the PBX?
"If a customer hangs up without answering the first query by the system, "Please select 1 for refill or 0 to speak with a representative" that line is tied up until the system satisfies itself that it has requested the entry at least 5 times. That amounts to 25 to 30 seconds of wasted phone line connection time. Plus it may result in dead connections being forwarded to representatives."
The QA tester was testing from a phone connected to the PBX which was connected to the server. The tester was testing the following code:
<?xml version="1.0" ?>
<vxml version="1.0">
<meta name="copyright" content="HeyAnita Inc." />
<var name="rxNumber"/>
<var name="customerPhoneNumber"/>
<property name="inputmodes" value="dtmf"/>
<menu id="intro" dtmf="true">
<prompt>
<audio src="http://66.148.213.243:9000/ivr/audio/prompts/1.wav"> Welcome to Sav-Rx pharmacy.</audio>
</prompt>
<prompt>
<audio src="http://66.148.213.243:9000/ivr/audio/pr ... wav">Press 1 to refill your prescription, or press 0 to speak with a customer service representative.</audio></prompt>
<choice dtmf="1" next="#refill"/>
<choice dtmf="0" next="#trySavRxQueueTransfer"/>
</menu>
.....
Doesn't Plum terminate the call and the script on any hangup or are there conditions where this won't happen? Is it possible that the server is not sensing the hangup from the PBX?