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Insight Survey not recognizing dtmf tones
Posted: Thu May 17, 2018 10:23 am
by tomo@support.com
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.
Re: Insight Survey not recognizing dtmf tones
Posted: Fri May 18, 2018 9:03 am
by support
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.
Regards,
Plum Support
Re: Insight Survey not recognizing dtmf tones
Posted: Fri May 18, 2018 9:24 am
by tomo@support.com
Do you happen to have an ETA so I can let our operations team know?
Re: Insight Survey not recognizing dtmf tones
Posted: Fri May 18, 2018 9:40 am
by support
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.
Regards,
Plum Support
Re: Insight Survey not recognizing dtmf tones
Posted: Thu May 24, 2018 7:56 am
by support
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.
Regards,
Plum Support
Re: Insight Survey not recognizing dtmf tones
Posted: Fri May 25, 2018 12:21 pm
by tomo@support.com
Thank you!