Plum not disconnecting after hangup

[shoeman]

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?

[support]

The problem you are experiencing is a PBX issue. The Plum IVR Platform will catch disconnect events, but many PBX systems simply do not throw disconnect events.
Only cT1 systems using E&M are guaranteed to send a disconnect event at the end of IVR calls. cT1 loopstart systems, along with various analog systems may support disconnects, but this is vendor and protocol specific. Contact your pbx vendor to determine if disconnects are supported on your IVR system.

The reason the Plum vxml systems requests input 5 times is a result of the default noinput count. If the voicexml application does not specify a specific number of retries when noinput is heard, the default value is 5.
This behavior can be changed by specifying a <catch> tag for a given prompt in the following way:

Code: Select all

<catch event="noinput" count="3"> 
    <disconnect/>    <!-- instruct the vxml interpreter to disconnect -->
  </catch> 

Hope this helps...