Plum IVR Support

All,

I'm using the trial developer account and I had a question:

At first we didn't expect to use the outbound features at all, but now we're thinking we might use the outbound API as a failover if for any reason our primary vendor is unavailable (maintenance windows, etc). Our business, however, is centered on calls that are of an emergency nature. Does the Plum Outbound Platform support priority calls? For example, what is the response time of the average call that gets queued? Any performance related material you have on this would be very much appreciated.

Thanks!

Hi,

For IVR outbound performance-related questions, please contact your sales representative as they would have better information on this.

Regards,
Plum Support

Thank you, I did. He directed me here.

Hi,

Yes, our IVR applications do support priority calls. However, about your second question, we wouldn't be able to answer about the average call response time since we would need to know some details about the IVR calls that are being queued. That is why we suggested that you talk to your sales representative as they would be able to provide you with details of what we offer based on your needs.

For example, here are some questions that should be addressed:

1) How many calls do you plan on queuing at once for IVR outbound?
2) How long are those IVR calls going to be?
3) How much delay is acceptable between when an IVR call is queued and when it's finally dialed?

Regards,
Plum Support

Support,

Thanks for the attentiveness on these forums. It really says something about Plum. High marks.

To address the questions:

1 - Between 3 and 50 calls are queued at once.
2 - The calls fall between 30 and 90 seconds
3 - No delay is preferable. Minor delays (one to four minutes) are acceptable. However, I'm interested to know what can be expected from the platform regardless.

Thanks so much.

Hi,

Thank you for this information. We have passed this information to one of our sales representatives and they will be contacting you later today with some details about what we can offer you based on these details and using our IVR application.

Regards,
Plum Support

Thank you. I look forward to that information.

I've not yet heard from a representative regarding outbound performance. Perhaps the message was lost?

Thanks.

Hi,

Thanks for the update.

One of our representatives has informed us that phone calls had been made and that an e-mail had been sent out to address your IVR questions/concerns. They may have tried to reach a different contact at your company...so perhaps the calls and e-mail haven't reached you personally.

We will continue to follow up with them to make sure that your IVR issue is addressed properly.

Regards,
Plum Support