Plum IVR Support

Our outbound IVR system is playing a message that we built by concatenating several audio messages and filling in some dynamic information such as account number, account balance, date using the automated voice. There is a very long delay when the call is answered, and it seems that it's taking about 1 second to queue each of the 11 audio files. Am I interpreting the logs correctly or is something else going on? I understand from other posts that callee type detection will add a few seconds.

We prefer not to turn off callee type detection and hosting the audio files from your site isn't an option since we will have multiple clients and a large number of files.

Thanks for any suggestions to help speed this up.

Thu 23 Feb 2012 10:28:57AM EST :

(000031;024;1330010501) [client] EVENT: Call Start Event: ANII 9103034793 DNIS outbound VURL http://us.popproxy.plumgroup.com/plumvp/startpage.php
(000031;024;1330010501) [vxi] EVENT: DocumentParser::FetchDocument()
(000031;024;1330010501) [vxi] EVENT: DocumentParser::FetchDocument(http://us.popproxy.plumgroup.com/plumvp/startpage.php)
(000031;024;1330010501) [vxi] EVENT: Cache Miss: http://us.popproxy.plumgroup.com/plumvp/startpage.php
(000031;024;1330010501) [inet] EVENT: Attempting to fetch http://us.popproxy.plumgroup.com/plumvp/startpage.php


Thu 23 Feb 2012 10:28:58AM EST :

Click here to view saved VoiceXML script
(000031;024;1330010501) [vxi] EVENT: Entering form = '$_internalName_1168973' form item = '$_internalName_1168974'
(000031;024;1330010501) [vxi] EVENT: VXI::var_element(name="sessionID" expr = "session.id")
(000031;024;1330010501) [vxi] EVENT: DocumentParser::FetchDocument(startpage.php)
(000031;024;1330010501) [vxi] EVENT: Cache Miss: http://us.popproxy.plumgroup.com/plumvp ... 1330010501
(000031;024;1330010501) [inet] EVENT: Attempting to fetch http://us.popproxy.plumgroup.com/plumvp ... 1330010501
Click here to view saved VoiceXML script
(000031;024;1330010501) [vxi] EVENT: Entering form = '$_internalName_1168976' form item = '$_internalName_1168977'
(000031;024;1330010501) [vxi] EVENT: VXI::var_element(name="callee_type" expr = "'voice'")
(000031;024;1330010501) [vxi] EVENT: VXI::var_element(name="phone_number" expr = "'tel:9103034793'")
(000031;024;1330010501) [vxi] EVENT: VXI::var_element(name="call_id" expr = "'8660308'")
(000031;024;1330010501) [vxi] EVENT: VXI::var_element(name="message_reference" expr = "'HARRISONBURG'")
(000031;024;1330010501) [vxi] EVENT: VXI::var_element(name="call_parameters" expr = "'AccountNumber=2810030012-1'")
(000031;024;1330010501) [vxi] EVENT: VXI::var_element(name="campaign_parameters" expr = "''")
(000031;024;1330010501) [vxi] EVENT: DocumentParser::FetchDocument(http://staging.totalbillings.com/CCSIVR ... ndIVR.aspx)
(000031;024;1330010501) [inet] EVENT: Posted form data is URL encoded
(000031;024;1330010501) [inet] EVENT: Attempting to fetch http://staging.totalbillings.com/CCSIVR ... ndIVR.aspx
Click here to view saved VoiceXML script
(000031;024;1330010501) [vxi] EVENT: Entering form = 'OutboundIVRMsg' form item = '$_internalName_1168979'
(000031;024;1330010501) [prompt] EVENT: bargein set to true
(000031;024;1330010501) [prompt] EVENT: INPUTMODES set to "DTMF VOICE"
(000031;024;1330010501) [prompt] EVENT: Cache Miss: http://staging.totalbillings.com/CCSIVR ... ll_Eng.wav
(000031;024;1330010501) [inet] EVENT: Attempting to fetch http://staging.totalbillings.com/CCSIVR ... ll_Eng.wav
(000031;024;1330010501) [prompt] EVENT: Audio segment from the URL AudioFiles/HARRISONBURG/CourtesyCall_Eng.wav added to prompt queue
(000031;024;1330010501) [prompt] EVENT: bargein set to true
(000031;024;1330010501) [prompt] EVENT: INPUTMODES set to "DTMF VOICE"
(000031;024;1330010501) [prompt] EVENT: Audio segment added to prompt queue from TTS text/plain;charset=wchar_t for:
---------
<say-as type="address"> 241 SUNRISE AVE</say-as>
---------
(000031;024;1330010501) [prompt] EVENT: bargein set to true
(000031;024;1330010501) [prompt] EVENT: INPUTMODES set to "DTMF VOICE"
(000031;024;1330010501) [prompt] EVENT: Cache Miss: http://staging.totalbillings.com/CCSIVR ... nt_Eng.wav
(000031;024;1330010501) [inet] EVENT: Attempting to fetch http://staging.totalbillings.com/CCSIVR ... nt_Eng.wav


Thu 23 Feb 2012 10:29:01AM EST :

(000031;024;1330010501) [prompt] EVENT: Audio segment from the URL AudioFiles/HARRISONBURG/DueToNonPayment_Eng.wav added to prompt queue
(000031;024;1330010501) [prompt] EVENT: bargein set to true
(000031;024;1330010501) [prompt] EVENT: INPUTMODES set to "DTMF VOICE"
(000031;024;1330010501) [prompt] EVENT: Audio segment added to prompt queue from TTS text/plain;charset=wchar_t for:
---------
<say-as type="currency"> 41.60</say-as>
---------
(000031;024;1330010501) [prompt] EVENT: bargein set to true
(000031;024;1330010501) [prompt] EVENT: INPUTMODES set to "DTMF VOICE"
(000031;024;1330010501) [prompt] EVENT: Cache Miss: http://staging.totalbillings.com/CCSIVR ... To_Eng.wav
(000031;024;1330010501) [inet] EVENT: Attempting to fetch http://staging.totalbillings.com/CCSIVR ... To_Eng.wav


Thu 23 Feb 2012 10:29:02AM EST :

(000031;024;1330010501) [prompt] EVENT: Audio segment from the URL AudioFiles/HARRISONBURG/ReceivedPriorTo_Eng.wav added to prompt queue
(000031;024;1330010501) [prompt] EVENT: bargein set to true
(000031;024;1330010501) [prompt] EVENT: INPUTMODES set to "DTMF VOICE"
(000031;024;1330010501) [prompt] EVENT: Audio segment added to prompt queue from TTS text/plain;charset=wchar_t for:
---------
1/1/2012
---------
(000031;024;1330010501) [prompt] EVENT: bargein set to true
(000031;024;1330010501) [prompt] EVENT: INPUTMODES set to "DTMF VOICE"
(000031;024;1330010501) [prompt] EVENT: Cache Miss: http://staging.totalbillings.com/CCSIVR ... ct_Eng.wav
(000031;024;1330010501) [inet] EVENT: Attempting to fetch http://staging.totalbillings.com/CCSIVR ... ct_Eng.wav
(000031;024;1330010501) [prompt] EVENT: Audio segment from the URL AudioFiles/HARRISONBURG/AvoidDisconnect_Eng.wav added to prompt queue
(000031;024;1330010501) [prompt] EVENT: bargein set to true
(000031;024;1330010501) [prompt] EVENT: INPUTMODES set to "DTMF VOICE"
(000031;024;1330010501) [prompt] EVENT: Cache Miss: http://staging.totalbillings.com/CCSIVR ... ns_Eng.wav
(000031;024;1330010501) [inet] EVENT: Attempting to fetch http://staging.totalbillings.com/CCSIVR ... ns_Eng.wav


Thu 23 Feb 2012 10:29:03AM EST :

(000031;024;1330010501) [prompt] EVENT: Audio segment from the URL AudioFiles/HARRISONBURG/ForQuestions_Eng.wav added to prompt queue
(000031;024;1330010501) [prompt] EVENT: bargein set to true
(000031;024;1330010501) [prompt] EVENT: INPUTMODES set to "DTMF VOICE"
(000031;024;1330010501) [prompt] EVENT: Cache Miss: http://staging.totalbillings.com/CCSIVR ... l_Span.wav
(000031;024;1330010501) [inet] EVENT: Attempting to fetch http://staging.totalbillings.com/CCSIVR ... l_Span.wav
(000031;024;1330010501) [prompt] EVENT: Audio segment from the URL AudioFiles/HARRISONBURG/CourtestyCall_Span.wav added to prompt queue
(000031;024;1330010501) [prompt] EVENT: bargein set to true
(000031;024;1330010501) [prompt] EVENT: INPUTMODES set to "DTMF VOICE"
(000031;024;1330010501) [prompt] EVENT: Cache Miss: http://staging.totalbillings.com/CCSIVR ... c_Span.wav
(000031;024;1330010501) [inet] EVENT: Attempting to fetch http://staging.totalbillings.com/CCSIVR ... c_Span.wav
(000031;024;1330010501) [prompt] EVENT: Audio segment from the URL AudioFiles/HARRISONBURG/HarrisonburgDisc_Span.wav added to prompt queue
(000031;024;1330010501) [prompt] EVENT: bargein set to true
(000031;024;1330010501) [prompt] EVENT: INPUTMODES set to "DTMF VOICE"
(000031;024;1330010501) [prompt] EVENT: Audio segment added to prompt queue from TTS text/plain;charset=wchar_t for:
---------
<speak xml:lang="es-us"><say-as type="address"> 241 SUNRISE AVE</say-as></speak>
---------
(000031;024;1330010501) [prompt] EVENT: bargein set to true
(000031;024;1330010501) [prompt] EVENT: INPUTMODES set to "DTMF VOICE"
(000031;024;1330010501) [prompt] EVENT: Cache Miss: http://staging.totalbillings.com/CCSIVR ... t_Span.wav
(000031;024;1330010501) [inet] EVENT: Attempting to fetch http://staging.totalbillings.com/CCSIVR ... t_Span.wav


Thu 23 Feb 2012 10:29:04AM EST :

(000031;024;1330010501) [prompt] EVENT: Audio segment from the URL AudioFiles/HARRISONBURG/DueToNonPayment_Span.wav added to prompt queue
(000031;024;1330010501) [prompt] EVENT: bargein set to true
(000031;024;1330010501) [prompt] EVENT: INPUTMODES set to "DTMF VOICE"
(000031;024;1330010501) [prompt] EVENT: Audio segment added to prompt queue from TTS text/plain;charset=wchar_t for:
---------
<speak xml:lang="es-us"><say-as type="currency"> 41.60</say-as></speak>
---------
(000031;024;1330010501) [prompt] EVENT: bargein set to true
(000031;024;1330010501) [prompt] EVENT: INPUTMODES set to "DTMF VOICE"
(000031;024;1330010501) [prompt] EVENT: Cache Miss: http://staging.totalbillings.com/CCSIVR ... o_Span.wav
(000031;024;1330010501) [inet] EVENT: Attempting to fetch http://staging.totalbillings.com/CCSIVR ... o_Span.wav
(000031;024;1330010501) [prompt] EVENT: Audio segment from the URL AudioFiles/HARRISONBURG/ReceivedPriorTo_Span.wav added to prompt queue
(000031;024;1330010501) [prompt] EVENT: bargein set to true
(000031;024;1330010501) [prompt] EVENT: INPUTMODES set to "DTMF VOICE"
(000031;024;1330010501) [prompt] EVENT: Audio segment added to prompt queue from TTS text/plain;charset=wchar_t for:
---------
<speak xml:lang="es-us"> 1/1/2012</speak>
---------
(000031;024;1330010501) [prompt] EVENT: bargein set to true
(000031;024;1330010501) [prompt] EVENT: INPUTMODES set to "DTMF VOICE"
(000031;024;1330010501) [prompt] EVENT: Cache Miss: http://staging.totalbillings.com/CCSIVR ... t_Span.wav
(000031;024;1330010501) [inet] EVENT: Attempting to fetch http://staging.totalbillings.com/CCSIVR ... t_Span.wav


Thu 23 Feb 2012 10:29:05AM EST :

(000031;024;1330010501) [prompt] EVENT: Audio segment from the URL AudioFiles/HARRISONBURG/AvoidDisconnect_Span.wav added to prompt queue
(000031;024;1330010501) [prompt] EVENT: bargein set to true
(000031;024;1330010501) [prompt] EVENT: INPUTMODES set to "DTMF VOICE"
(000031;024;1330010501) [prompt] EVENT: Cache Miss: http://staging.totalbillings.com/CCSIVR ... s_Span.wav
(000031;024;1330010501) [inet] EVENT: Attempting to fetch http://staging.totalbillings.com/CCSIVR ... s_Span.wav
(000031;024;1330010501) [prompt] EVENT: Audio segment from the URL AudioFiles/HARRISONBURG/ForQuestions_Span.wav added to prompt queue
(000031;024;1330010501) [prompt] EVENT: Newly queued prompts are now being played


Thu 23 Feb 2012 10:30:15AM EST :

(000031;024;1330010501) [vxi] EVENT: received event: connection.disconnect.hangup:
(000031;024;1330010501) [vxi] EVENT: VXI::exit_element()
(000031;024;1330010501) [client] EVENT: Call End Event
(000031;024;1330010501) [prompt] EVENT: Ending session
(000031;024;1330010501) [tel] EVENT: Ending Session On Channel 24

Hi dmalta,

For your IVR application, are you implementing any bargein properties when playing back your audio prompts?

For your reference, if you were to set the bargein attribute to "false" (not allowing for barging in), the queuing and playing of 3 prompts would behave in the following way:

queue 1st prompt
play 1st prompt
queue 2nd prompt
play 2nd prompt
queue 3rd prompt
play 3rd prompt

If you were to set the bargein attribute to "true" (allowing for barging in), the queuing and playing of 3 prompts would behave in the following way:

queue 1st prompt
queue 2nd prompt
queue 3rd prompt
play 1st prompt
play 2nd prompt
play 3rd prompt

Regards,
Plum Support

I disabled bargein and it is much faster now. Thanks!