Some transfers are not successful

[yunyun]

My boss with the Canadian number 9052247553 tried to use the transfer bridge feature to call a USA number, and she reported that it didn't work. She wants the problem to be fixed. How can I fix it?

[support]

Hello,

Can you provide more information about exactly what happened? We will need all of the following information:

1. IVR Inbound number dialed
2. IVR Inbound caller id
3. Transfer number dialed

Also please provide a text VXML example to demonstrate this IVR issue. Without more detail it is difficult to diagnose exactly what is not working.

Regards,
Plum Support

[yunyun]

number dialed: 1-617-712-3668
caller id: 1-905-224-75553
transfer number: 1-949-903-3331

Also, when I called from a USA phone number to the same transfer number, it always worked.


An example is a variation of this:

Code: Select all

	<form id="transferCall">
	  <transfer name="liveAgent" bridge="true" dest="<%= actionPhone %>" transferaudio="audioPrompts/music-ulaw.wav">
	    <prompt>
              <voice gender="<%= voiceGender %>">
		Please hold while we transfer your call to a live agent.
	      </voice>
	    </prompt>
	    <filled>
	    	<if cond="liveAgent=='busy'">
	    		<prompt>
		              <voice gender="<%= voiceGender %>">
			      The live agent is busy.
			      </voice>
			</prompt>
		<exit/>
		<elseif cond="liveAgent=='noanswer'"/>
	    		  <prompt>
		              <voice gender="<%= voiceGender %>">
			      A representative is not available at this time.
			      </voice>
			  </prompt>
	  		  <goto next="<%= response.encodeURL("transferAd.jsp?adid=" + adId + "&nophone=1") %>"/>
		</if>	      
	    </filled>	
	  </transfer>
	  
	  <block>
	  	<goto next="<%= response.encodeURL("getBarCode.jsp") %>"/>
	  </block>

	</form> 

[support]

Hello,

The IVR issue you are experiencing is a limitation of our local 617 systems. It is not currently possible to call them from outside of the US and then perform a bridge transfer. We are currently working to resolve this IVR issue, but there is not estimated time frame for resolution. On our toll-free systems the work around for this IVR issue is to override the out going ANI to a default phone number:

Code: Select all

<transfer dest="tel:19499033331?ani=6177123668" bridge="true">
...
</transfer>

The above IVR code will override the default ANI for all transferred IVR calls but it allows callers from Canada to be transferred properly within the US.

Plum will replace local phone numbers with toll-free numbers to paying customers for free. If you would prefer to have toll-free numbers you can email support@plumvoice.com and include you customer ID in the subject line of the email.

Regards,
Plum Support