Plum IVR Support

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.

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

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.

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