Plum IVR Support

My web servers are behind 2 ISA servers. When the call goes through the first ISA server everything is fine. When the call goes through the second ISA server I get :

Error fetching document .... due to SSL certificate problem, verify that the CA cert is OK


DocumentParser::FetchBuffer - could not open URL: https://...

DocumentParser::FetchDocument - exiting with error result 2


Any thoughts or suggestions?

Hi,

The reason you are seeing this message:

"Error fetching document .... due to SSL certificate problem, verify that the CA cert is OK"

is because you are using a certificate authority that is not on our list of supported certificate authorities.

Here is the list of certificate authorities that the IVR applications support:

ABAecom (sub., Am. Bankers Assn.) Root CA
ANX Network CA by DST
American Express CA
American Express Global CA
BelSign Object Publishing CA
BelSign Secure Server CA
Deutsche Telekom AG Root CA
Digital Signature Trust Co. Global CA 1
Digital Signature Trust Co. Global CA 2
Digital Signature Trust Co. Global CA 3
Digital Signature Trust Co. Global CA 4
Entrust Worldwide by DST
Entrust.net Premium 2048 Secure Server CA
Entrust.net Secure Personal CA
Entrust.net Secure Server CA
Equifax Premium CA
Equifax Secure CA
GTE CyberTrust Global Root
GTE CyberTrust Japan Root CA
GTE CyberTrust Japan Secure Server CA
GTE CyberTrust Root 2
GTE CyberTrust Root 3
GTE CyberTrust Root 4
GTE CyberTrust Root 5
GTE CyberTrust Root CA
GlobalSign Partners CA
GlobalSign Primary Class 1 CA
GlobalSign Primary Class 2 CA
GlobalSign Primary Class 3 CA
GlobalSign Root CA
National Retail Federation by DST
Starfield Secure CA
TC TrustCenter, Germany, Class 1 CA
TC TrustCenter, Germany, Class 2 CA
TC TrustCenter, Germany, Class 3 CA
TC TrustCenter, Germany, Class 4 CA
Thawte Personal Basic CA
Thawte Personal Freemail CA
Thawte Personal Premium CA
Thawte Premium Server CA
Thawte Server CA
Thawte Universal CA Root
UPS Document Exchange by DST
ValiCert Class 1 VA
ValiCert Class 2 VA
ValiCert Class 3 VA
VeriSign Class 4 Primary CA
Verisign Class 1 Public Primary Certification Authority
Verisign Class 1 Public Primary Certification Authority - G2
Verisign Class 1 Public Primary Certification Authority - G3
Verisign Class 2 Public Primary Certification Authority
Verisign Class 2 Public Primary Certification Authority - G2
Verisign Class 2 Public Primary Certification Authority - G3
Verisign Class 3 Public Primary Certification Authority
Verisign Class 3 Public Primary Certification Authority - G2
Verisign Class 3 Public Primary Certification Authority - G3
Verisign Class 4 Public Primary Certification Authority - G2
Verisign Class 4 Public Primary Certification Authority - G3
Verisign/RSA Commercial CA
Verisign/RSA Secure Server CA

Regards,
Plum Support

Can you explain to me why the certificate works with your system some of the time, but not others... The only difference I can find is which ISA server it is trying to come through.

Hi,

Just to whittle down this IVR problem further, have the certificates come from the same CA authority? Also, could you private message us the URLs that you are using and we can try to look into the IVR issue?

Regards,
Plum Support

There is only one certificate.

Hi,

When we try to access the URL you sent us to work on your IVR issue, the URL is not loading. Can you check your configuration since we can't get access to the page?

Regards,
Plum Support

Hi,

We've noticed from the URL that the certificate is a GoDaddy certificate, which isn't one of our supported IVR certificate authorities. Please use a certificate authority from the list of certificate authorities that we support.

Regards,
Plum Support

Is there any chance that Plum will be adding GoDaddy as an authority? What are the reasons for not recognizing them?

Hi,

About this IVR issue, please contact your sales representative and they can review our CA process with you.

Regards,
Plum Support