Caller's background noise killing our prompt

[metroscript]

Hello Plum,

We're occassionally seeing an issue in our application where the callers (doctors) press the 1 key to record a dictation but our coded prompt ("record at the beep") does not play because (we believe) the system is picking up some background noise on the caller's end, or perhaps the caller is talking to someone next to them. So, the system is behaving as if it is still listening and will not play the "record at the beep" prompt if it is still detecting any noise or speaking.

We are making use of the BARGEIN parameter, as shown below, but that does not seem to be doing the trick.

<prompt bargein="false">
<voice name="lauren">Reecord at the beep.</voice>
</prompt>

Have you ever heard of this issue before and can you suggest any way to combat it?

Thanks,

Charlie Pasquine

[mgzeep]

we have the same problem with one of our apps

Code: Select all

		<record name="vmsg" beep="true" maxtime="180s" finalsilence="4000ms" dtmfterm="true" type="audio/x-wav">
			<prompt bargein="false">
				<audio expr="main_ivr_prompts.voice_msg_file_url">
					<voice gender="female">
						<value expr="main_ivr_prompts.voice_msg_prompt"/>
						<break time="0.5s"/>
					</voice>
				</audio>
			</prompt>
		</record>

bargein="false" but it appears to be ignored and the user (or background noise) can interrupt the prompt and you never hear the beep.

[metroscript]

Actually what I think is happening is that BEFORE the prompt tag is even executed, we have about 10 seconds of dead time where our server-side code is executing to save the caller's previous dictation.

So, during that 10 seconds, before the prompt to "record at the beep," is when the caller is making noise and "hogging" the connection so that the "record at the beep" prompt, along with it's "bargein=false, doesn't get heard by the caller. That's because only one "person" can speak at a time on a given call, if I am making sense. I think, behind the scenes, the "record at the beep" prompt is indeed getting executed by Plum platform but the caller doesn't get to hear the "record at the beep" speach.

So, given that, does this make sense and do you have any tricks up your sleeve to get around this problem? It's almost like we need a way to not allow a barge-in during the silence time during which we are executing our SAVE routines on our server (as the result of a Plum VoiceXML post to our server, etc).

Thanks

[support]

Hi,

You could try setting a global bargein property to ensure that the user can't bargein anywhere during the IVR call.

Code: Select all

<property name="bargein" value="false"/>

Hope this sample IVR script helps.

Regards,
Plum Support