Insight Survey not recognizing dtmf tones

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tomo@support.com

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Insight Survey not recognizing dtmf tones

PostThu May 17, 2018 10:23 am

We've run into an issue where sporadically a caller will attempt to enter multiple tones during a call to answer a question (on a scale of 1 to 10 for example) and it will not capture the second button press either because it has timed out or it simply is not recognizing the tone. Is there a way to increase the timeout between button presses? I have an example recording if that would help.
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support

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Re: Insight Survey not recognizing dtmf tones

PostFri May 18, 2018 9:03 am

Hello,

Insight does not currently support increasing the amount of time that the IVR platform will wait before accepting the user's input and moving on to the next question. We have put in a Feature Request to add support to ensure that users have sufficient time to enter all DTMF key presses.

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Plum Support
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tomo@support.com

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Re: Insight Survey not recognizing dtmf tones

PostFri May 18, 2018 9:24 am

Do you happen to have an ETA so I can let our operations team know?
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Re: Insight Survey not recognizing dtmf tones

PostFri May 18, 2018 9:40 am

Hi,

The latest ETA for the feature is by end of this month. It may be done sooner. We will notify you when it has been pushed out on this post.

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Plum Support
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support

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Re: Insight Survey not recognizing dtmf tones

PostThu May 24, 2018 7:56 am

Hi,

The requested feature has been pushed out: Interdigittimeout has been increased for two digit multiple choice and scale questions. Let us know if you have any other questions.

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Plum Support
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tomo@support.com

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Re: Insight Survey not recognizing dtmf tones

PostFri May 25, 2018 12:21 pm

Thank you!

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