Plum IVR Support

Support,

Some of my posts to queuecall.php do not seem to be working.

1. I post my data to http://outbound.plumgroup.com/webservice/queuecall.php

2. I see the call being attempted in my call queue (Outbound Campaign : : default)

3. My phone doesn't ring and the queue reports it as "failed no answer"

4. I post the data again (refresh my browser) and this time the call comes through?

Here is my test code:
<?
// Set Vars
$sPhone = '4126243889';
$sSubj = '123-X';
$sDay = '1a'; //(1a, 1b, 1c, 1d)
$sMod = 'mod1'; //(mod1, mod2, mod3, mod4)
$sCall = '1'; //(1, 2, 3, 4)

// Set Hostname
$url = 'http://outbound.plumgroup.com/webservice/queuecall.php';
$pv = '';
$pv = $pv.'login=ucsur';
$pv = $pv.'&pin=12345678';
$pv = $pv.'&phone_number='.$sPhone;
$pv = $pv.'&max_retries=0';
$pv = $pv.'&start_url=https://xxx.ucsur.pitt.edu/freddie09/test2.php';
$pv = $pv.'?s='.$sSubj.'~'.$sDay.'~'.$sMod.'~'.$sCall;

// Open the Curl session
$session = curl_init($url);
curl_setopt ($session, CURLOPT_POST, true);
curl_setopt ($session, CURLOPT_POSTFIELDS, $pv);

// Do not return HTTP headers. Do return the contents of the call
curl_setopt($session, CURLOPT_HEADER, false);
curl_setopt($session, CURLOPT_RETURNTRANSFER, true);

// Make the call
$xml = curl_exec($session);

curl_close($session);
?>

-rob

Hi,

How often does this IVR issue occur for you? Does it occur once out of every five IVR calls? Once out of every ten IVR calls?

This would help us in further diagnosing your IVR issue.

Regards,
Plum Support

Support,

Of 13 phone calls scheduled to 412-624-2066 between 05/13/2009 - 01:16:00pm EDT and 05/13/2009 - 02:16:59pm EDT, 5 of the calls failed (38%). Details can be found in my "Outbound Campaign : : default."

Most of my testing has been to 412-624-3889 where I have made well over 100 calls. However the limited set of 13 calls to 412-624-2066 may be more helpful for troubleshooting.

-rob

Hi,

We are still attempting to reproduce the IVR issue you are experiencing, as so far, all our IVR outbound call attempts have been successful.

For further diagnosis, what kind of phones (cell phones, land line, VOIP) are you using to receive the IVR calls?

Regards,
Plum Support

Support,

I have tested on the following phone lines:

1. University of Pittsburgh Phone system (412-624-3889 & 412-624-2066)

2. My cell phone (Tracfone) (412-736-4825)

I testing again this morning with the following results...

http://surveyweb1.ucsur.pitt.edu/files/ ... tbound.pdf
Yellow Highlight = University of Pittsburgh Phone number
Green Highlight = Cell phone (Tracfone)

-rob

Hi,

Thanks for this information.

For these IVR calls, could you also provide us with the specific call_id's for these IVR calls that had a status of "failed". This would help us see if there's a pattern that could be causing these IVR calls to fail.

The call_id would be located in the following part of the IVR code:

<queuecall status="queued" call_id="XXXXX">
<login>xxxxxx</login>
<pin>xxxxxxxx</pin>
<phone_number>1xxxxxxxxxx</phone_number>
−
<start_url>
http://plum.com/example.php
</start_url>
<max_retries>0</max_retries>
<retry_interval>600</retry_interval>
</queuecall>

Regards,
Plum Support

Support,

Here is a link to a pdf with stats from 50 consecutive posts to the outbound queue. XML output for the first post is provided as well.

http://surveyweb1.ucsur.pitt.edu/files/ ... quence.pdf

Note:
I have "max_retries" set to 0. I am doing this because for our study I need to control call backs.

If I set this to something like 2 or 3 most calls eventually are made (i.e. my office phone rings and I pick-up), but the same percentage of first attempts fail. Occationally second attempts fail as well.

Can you search your outgoing call logs to see globally how many "Attempts" are successful on the first try?

Support,

As of 11:00am today my Outbound Queue does not seem to place any calls. All postings to :

http://outbound.plumgroup.com/webservice/queuecall.php

results in Status=failed, CalleeType=no answer being reported in my Call Queue.

-rob

Hi,

This IVR issue should now be resolved.

The cause of the IVR issue was that the caller ID for your IVR account was improperly configured.

Please let us know if you experience any further IVR problems with this.

Regards,
Plum Support