General IVR Stability

[geeThatSucks]

We have an application in the test environment now that we've opened to more people than just myself for testing. We're have inconsistent reports that when a user enters the extension for our app, they are getting disconnected with a "mumbled" error about "numbers".

I have not been able to reproduce myself. I *have* had a similar issue where if I call from a VOIP phone, the system just ignores my touch tones. This was with a cell phone that can operate through a VOIP gateway or through GSM to the POTS. Normal GSM calls resolved the touch tones correctly. The users who have reported this generally had a spotty connection.

Once our testers get past the extension, they are able to move about the application fine. For this reason I'm not convinced it's a problem with the DTMFs, but rather the gateway itself. If so, this probably won't be a problem when we go live, as our toll-free number will pipe straight in. I tried searching for a similar problem, but it's a bit ambiguous for that. I've asked my testers to give me as much detail as possible when they encounter the error again. While waiting, though, I thought I'd raise a point about this to see if we're doing something wrong on our end.

[support]

Hi,

Regarding issue #1, it could be possible that the user is entering the wrong extension for your application and thus leads to the user getting disconnected eventually from too many nomatch inputs.

Regarding issue #2, we have not seen any recent situations where users were unable to enter DTMF inputs through their phone. Do you know if there are specific users with certain phones that are being affected by this issue? Is the issue spontaneous or does it occur often?

If your testers don't have any issues during the actual application itself, it may just be an issue of a bad connection through the VOIP phone as you have mentioned (meaning the user can never get past entering the extension) or the user entering the incorrect extension multiple times and leading to a disconnect.

Regards,
Plum Support

[geeThatSucks]

Fair enough, thanks. I'll try to be more specific with details next time.