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only one call been transfered

Questions and answers about Plum iOn systems

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czhang
Posts: 13
Joined: Fri Aug 20, 2004 10:37 am

only one call been transfered

Post by czhang »

We are testing IVR under production environment right now. When we had multiple callers try to connect customer service number through IVR at the same time, only one can be put through, and all others got network busy message but not been put into waiting queue as we expected. Do you know what might cause the problem and how to fix it? Thanks.

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

IVR platform can properly transfer to a call queue extension

Post by support »

Hello,

There is nothing specific to the IVR platform that needs to be done in order to get it to properly transfer to an IVR call queue extension. However if the IVR platform is unable to connect to that extension because it is busy it is likely to be a configuration issue at the PBX. You should test calling that extension from multiple phones on the PBX to make sure that they are able to connect simultaneously. Out of curiousity, are you attempting to do bridge or blind transfer?

Regards,
Plum Support
Last edited by support on Fri Feb 26, 2010 2:19 pm, edited 2 times in total.

czhang
Posts: 13
Joined: Fri Aug 20, 2004 10:37 am

Post by czhang »

I'm using bridge transfer. I've already tested using multiple phones on PBX calling customer service queue at the same time, an they all can be put into that queue.
But if we have mutiple caller transferred to that queue number from IVR at the same time, only one is either put through or on hold, and all others got "Network_busy" signal and dropped immediately.

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

IVR support team needs access to server to run tests

Post by support »

Hello,

Someone from our IVR support team will need to get access to your IVR server to check the configuration and perhaps run some tests. Please send an email to support@plumvoice.com with your Customer ID to let us know when remote access to the IVR server has been restored. Also, please include the current IP Address of your IVR system.

Regards,
Plum Support

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