Few Question Regarding Plum Platform

sarfrazmalik · Post by **sarfrazmalik** » Sat Jun 23, 2007 5:58 am

Hi,

1. Quality of voice is not good , how can i improve it ?
2. There is delay, everytime when call start , how can decerese this delay?
3. DTMF Issue, when i type a pin code for example 1258 , sometime it gives last three digits, sometime it gives first .. like there is no consistancy .. please help me out regarding this as well

here is my code regarding DTMF Issue

<?xml version="1.0" ?>
<vxml version="2.0">
<var name="pincode" expr="0000" />
<form>
<block>Welcome to mobile financial services</block>
<field name="pin" type="digits">
<prompt>Please enter your pin code?</prompt>
<filled>
<assign name="pincode" expr="pin" />
<var name="calledID" expr="session.telephone.ani" />
<submit next="http://66.135.33.9/test/ivr/MFSIVRProcessing.aspx" method="post" namelist="pincode calledID" />
</filled>
</field>
</form>
</vxml>

support · Post by **support** » Mon Jun 25, 2007 7:57 am

1. The best way to improve the quality of your prompts is to have all of your static prompts professionally recorded.

2. There are any number of reasons why there's a delay at the start of an IVR call. We recommend you inspect your IVR log files and look for where the IVR is waiting. Sometimes it's because your web server is slow to respond and sometimes it's because you have a lot of speech synthesized text at the start of your IVR call rather than using pre-recorded audio (as stated above).

3. You may want to try using the IVR property, interdigittimeout, at the top of your form. The default is 1 second, but if your callers are slow to enter digits, you might want to increase the interdigittimeout to 2 seconds like this:

Code: Select all

<property name="interdigittimeout" value="2s"/>

sarfrazmalik · Post by **sarfrazmalik** » Tue Jun 26, 2007 9:24 am

Call Start Event: ANII 011923345174577 DNIS outbound VURL http://hosting.plumgroup.com/plumvp/director.vxml
DocumentParser::FetchDocument()
DocumentParser::FetchDocument(http://hosting.plumgroup.com/plumvp/director.vxml)
Cache Hit: http://hosting.plumgroup.com/plumvp/director.vxml
VXI::var_element(name="dnis" expr = "session.telephone.dnis")
DocumentParser::FetchDocument(director.php)
Posted form data is URL encoded
Attempting to fetch http://hosting.plumgroup.com/plumvp/director.php
Click here to view saved VoiceXML script
DocumentParser::FetchDocument(http://outbound.plumgroup.com/outboundlib/startpage.php)
Cache Miss: http://outbound.plumgroup.com/outboundlib/startpage.php
Attempting to fetch http://outbound.plumgroup.com/outboundlib/startpage.php
Click here to view saved VoiceXML script
VXI::var_element(name="session_id" expr = "session.id")
DocumentParser::FetchDocument(startpage.php)
Posted form data is URL encoded
Attempting to fetch http://outbound.plumgroup.com/outboundlib/startpage.php
Click here to view saved VoiceXML script
VXI::var_element(name="callee_type" expr = "'answeringmachine'")
VXI::var_element(name="phone_number" expr = "'011923345174577'")
VXI::var_element(name="call_id" expr = "'595309'")
VXI::var_element(name="message_reference" expr = "''")
VXI::var_element(name="call_parameters" expr = "''")
VXI::var_element(name="campaign_parameters" expr = "''")
DocumentParser::FetchDocument(http://83.138.146.94:8080/TestApp.xml)
Posted form data is URL encoded
Attempting to fetch http://83.138.146.94:8080/TestApp.xml

it takes 5-7 seconds to fetch the document from http://83.138.146.94:8080/TestApp.xml , which is not acceptable.

how can we minimize this delay
prompt response would be appriciated

BR
Sarfraz Malik

support · Post by **support** » Tue Jun 26, 2007 9:55 am

Hi,

Now we can see that this IVR call was made using the IVR outbound calling system. If callee_type detection is enabled for an IVR outbound call (and it seems to be in this case), then there must be a delay while the IVR system tries to determine if the person answering the IVR call is a person, answering machine, etc.

If you would like us to disable callee_type detection for your account, please send us and email at support@plumvoice.com and include your customer ID number in the subject line (please do not make that request in this thread).

Regards,
Plum Support

sarfrazmalik · Post by **sarfrazmalik** » Tue Jun 26, 2007 10:38 am

3. You may want to try using the interdigittimeout property at the top of your form. The default is 1 second, but if your callers are slow to enter digits, you might want to increase the interdigittimeout to 2 seconds like this:
Code:

<property name="interdigittimeout" value="2s"/>

this trick is still not working ... same issue

BR
Sarfraz Malik

support · Post by **support** » Tue Jun 26, 2007 5:20 pm

Hi,

Are you using VOIP to make the calls? VOIP delivers data unreliably, so digit loss is both likely and expected. The only solution to this IVR problem is to not use VOIP.

Regards,
Plum Support

sarfrazmalik · Post by **sarfrazmalik** » Thu Jun 28, 2007 7:44 am

no we are using outbound mechanism, but whenever we recieve call it comes from local mobile operator, we thought there may be some VOIP mechanism at your end where the call is coming

BR
Sarfraz Malik

support · Post by **support** » Mon Jul 02, 2007 3:08 pm

Hello,

In order to maintain maximum call quality Plum does not use any VOIP internally. However, given that this IVR call is being dialed internationally into a Pakistan mobile network, we can not guarantee that there will not be VOIP somewhere along the way. For maximum call quality we generally recommend calling into/out of the closest IVR hosting site. In your case our UK IVR systems may provide slightly higher call quality, you should try using them to dial your mobile number.

Regards,
Plum Support

Plum IVR Support