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Long call times

Questions and answers about Plum iOn systems

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shoeman
Posts: 12
Joined: Fri Oct 17, 2003 2:46 pm

Long call times

Post by shoeman »

When looking at the DNIS logs session reports for our production plum system we noticed that there we came across a couple of really long calls. Here are the numbers:

DNIS Occurred Data
Date Time Calls Minutes Avg Sec's Hours
9 1/19/2004 13:00-14:00 4 16013 4003 266.8833
10 1/25/2004 20:00-21:00 2 19203 9602 320.05
We are using a PBX with 12 lines going into our Plum box. We also route to a 1-800 number if there are errors via a bridge transfer. Here is the code we use for that and it works successfully.

Code: Select all

<var name="callCenterNumber" expr="'&,5363'" />

<form name="transfer">
<transfer bridge="false" destexpr="callCenterNumber"/>
<block>
<disconnect/>
</block>
</form>
Any ideas of how we can diagnose this or common possibillities for long call times?

support
Posts: 3632
Joined: Mon Jun 02, 2003 3:47 pm
Location: Boston, MA
Contact:

Re: Long Call times may be bug in IVR system

Post by support »

If this IVR system is an analog box that has disconnect notification turned off and then they are attempting to do a bridge transfer, which has no means of detecting a disconnected event.

However, without further investigation, this is merely speculation. The IVR issue you are experiencing may be a bug. Here are the steps that should take place:

1) As soon as possible, send an email to support@plumvoice.com and describe the IVR issue in as much detail as you can. If you can reference any IVR log files on your specific machine where you found these statistics, that would be helpful.

2) A trouble ticket will be assigned to one of Plums IVR support staff

3) The person responsible for the trouble ticket will contact you with a request for more information, or an answer to the problem.

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