Plum IVR Support

Hi,

Our IVR system is working properly in most of time, but it may drop the call transfer with noanwser message during the afternoon(around 4pm) and evening(around 10:30pm). I guess it is in peak hours. This issue never occurs during the morning IVR check at 6am. Even though we have agents available in queue, the following message plays “Nobody is answering, sorry” and then the call drops.

Also we can see the error logs, I guess it may be related to the call transfer drop issue

error no_ani 0 [15/Jun/2010:10:13:42 -0400] 8002357105 000025;000;1276611011 pjsua_call_make_call(13109573396, -1) Failed
error no_ani 1 [15/Jun/2010:10:16:11 -0400] 8002357105 000024;001;1276611132 pjsua_call_make_call(13109573396, -1) Failed
error no_ani 1 [15/Jun/2010:11:55:31 -0400] 8002357105 000024;001;1276617212 pjsua_call_make_call(13109573396, -1) Failed
error no_ani 2 [15/Jun/2010:11:52:22 -0400] 8002357105 000025;002;1276617006 pjsua_call_make_call(13109573396, -1) Failed
error no_ani 0 [15/Jun/2010:19:16:17 -0400] 8002357105 000025;000;1276643646 pjsua_call_make_call(13109573396, -1) Failed
error no_ani 2 [15/Jun/2010:19:20:28 -0400] 8002357105 000025;002;1276643836 pjsua_call_make_call(13109573396, -1) Failed
error no_ani 4 [15/Jun/2010:15:27:34 -0400] 8002357105 000024;004;1276628540 pjsua_call_make_call(13109573396, -1) Failed

The VXML file is below

<form>
<transfer name="myCall" dest="13109573396" bridge="true" connecttimeout="180s">
<filled>
<if cond="myCall == 'busy'">
<prompt>
The line is busy. Please try again later.
</prompt>
<exit/>
<elseif cond="myCall == 'noanswer'"/>
<prompt>
Nobody is answering, sorry.
</prompt>
<elseif cond="myCall == 'far_end_disconnect'"/>
<!--prompt>
Your party must have hung up.
</prompt-->
<elseif cond="myCall == 'near_end_disconnect'"/>
<!--prompt>
Your called party has been disconnected.
</prompt-->
</if>
</filled>
</transfer>
</form>

By the way, we actually dialed the number, 1-888-846-6939 for this test, but we can see the call has been redirect to 800-235-7105 in current call log http://hosting.plumgroup.com/call_logs_current.php

If we dial the number 800-235-7105 directly, it looks no problem

Pleae do a help,
Thanks

Hi,

You may want to try formatting your <transfer> tag as described in our Developer Documentation:

The telephone number of the destination. When using the "dest" attribute, you should always prefix a "1" before the telephone number. For extensions, the format is <transfer dest="tel:+11234567890;postd=1234"/>. To insert a pause before the extension is dialed, you can add a "p" before the extension number (i.e. "p1234")

Hope this helps.

Regards,
Plum Support

But our transfer format is working in thre most of time.
Does this cause the stability of the call transfer?

Also what is the random error such as
error no_ani 0 [15/Jun/2010:10:13:42 -0400] 8002357105 000025;000;1276611011 pjsua_call_make_call(13109573396, -1) Failed
error no_ani 1 [15/Jun/2010:10:16:11 -0400] 8002357105 000024;001;1276611132 pjsua_call_make_call(13109573396, -1) Failed

Thanks

The telephone number of the destination. When using the "dest" attribute, you should always prefix a "1" before the telephone number. For extensions, the format is <transfer dest="tel:+11234567890;postd=1234"/>. To insert a pause before the extension is dialed, you can add a "p" before the extension number (i.e. "p1234")

My understand is if there is no extension, we can use dest="1xxxxx", or we need to use dest="tel:+11234567890;postd=1234"

Hi Frank,

You are correct in that if you are not using an extension, the proper format for the <transfer> would be as follows:
We will look further into the errors that you are receiving, but in general, using the above format will ensure the stability of your call transfers.

Regards,
Plum Support

We have changed the format, but it is still geting "noanwser" response in some case. Especially around 10PM (US LA time)

Hi Frank,

About your issue, we have notified our engineers of your situation and they are looking into it.

However, could you please open up a ticket with our support team so that they might track your issue further? It would also allow you to provide more information that would not be able to be provided within this public forum.

To start a support ticket, you can send an e-mail to support@plumgroup.com with your 8-digit customer ID (found in your support contract with Plum) in the subject line.

From there, our engineers would be able to help you further diagnose what might be causing this issue.

Regards,
Plum Support