Plum IVR Support

Posted: **Thu Sep 23, 2010 1:58 pm**

Hi guys,

Something weird is happening in our IVR application.
We have a simple application that make a call to a specific number and ask to the person to type 1 or 2 to accept or reject that request.

The problem is after the person answer the call, when they press "1" (or 2) for the first time the IVR system says (after a few seconds): "Sorry I didn't understand you", and after they press again "1" (or 2) it works fine. Somehow the IVR system is not recognizing the first time that the user press.

**Edited to remove sensitive information.**

CODE:

Code: Select all

<?xml version="1.0"?><vxml version="2.0"><var name="LeadId" expr="3" /><var name="AgentKey" expr="2" /><var name="QueueId" expr="1" /><form><record name="msg" beep="true" maxtime="10s" finalsilence="2000ms" dtmfterm="true" type="audio/x-wav"><prompt timeout="5s">
        Hi Bob, a new lead has been associated to your account. To accept this lead press 1, to reject press 2.
      </prompt><noinput>
        I didn't hear anything, please try again.
      </noinput></record><field name="confirm"><grammar mode="dtmf">
        Yes|No|1|2
      </grammar><filled><if cond="confirm==1"><submit next="http://38.96.186.161/IVRCallback.aspx" namelist="confirm LeadId AgentKey QueueId" method="get" /></if><if cond="confirm==2"><submit next="http://38.96.186.161/IVRCallback.aspx" namelist="confirm LeadId AgentKey QueueId" method="get" /></if><clear /></filled></field></form></vxml>

Does anyone had this problem before?

Thanks,
Henrique

Posted: **Thu Sep 23, 2010 4:08 pm**

Hi Henrique,

What was originally happening was that when the user entered their first input, that exited the record tag. Afterwards, it would enter the field tag. That tag would receive a noinput which caused the platform to output the "Sorry I didn't understand you" message and would then reprompt the field tag prompts (which do not exist). To avoid this issue, we've removed the record tag altogether, so that when the user is prompted to input 1 or 2 the result is stored in the confirm variable.

We also reworked the grammar tag to properly allow for dtmf or voice input.

Code: Select all

<?xml version="1.0"?>
<vxml version="2.0">
  <var name="LeadId" expr="3" />
  <var name="AgentKey" expr="2" />
  <var name="QueueId" expr="1" />
  <form>
    <field name="confirm">
      <grammar type="application/x-jsgf" mode="dtmf">
        ( 1 | 2 )+
      </grammar>
      <grammar type="application/x-jsgf" mode="voice">
        ( yes {1} | no {2} )+
      </grammar>
      <prompt> 
        Hi Bob, a new lead has been associated to your account.  To accept this lead press 1, to reject press 2.
      </prompt>
      <filled>
        <if cond="confirm==1">
          <submit next="http://www.example.com/IVRCallback.aspx" namelist="confirm LeadId AgentKey QueueId" method="get" />
        <elseif cond="confirm==2">
          <submit next="http://www.example.com/IVRCallback.aspx" namelist="confirm LeadId AgentKey QueueId" method="get" />
        </if>
        <clear />
      </filled>
    </field>
  </form>
</vxml>

Hope this helps.

Regards,
Plum Support

Plum IVR Support

The system doesnt recognize the first action

The system doesnt recognize the first action

Re: The system doesnt recognize the first action