Plum IVR Support

How can I receive a call, interact with the caller, put the caller on hold, make an outbound call to a vendor, interact with the vendor, and if the vendor is available, bridge the caller to the vendor? I also want to record the caller-vendor conversation.

Hi,

Sorry, but this implementation is not possible. You would not be able to have the IVR interact with both the caller and the vendor and then bridge the two together on the same call.

Regards,
Plum Support

Could I accept the orginal call, get a callback number, drop the orginal call, queue an outbound call to a vendor, interact with the vendor, bridge the vendor back to the orginal caller with a transfer?

How quickly is an outbound call made after queuing?

Can the conversion on the second call be recorded?

Once the call is bridged, is there anyway the the IVR to get control back?

Hi,

Regarding your questions:

1) Yes, it is possible to write an application that performs all these steps.To be able to get the call back number for the original caller, you would either have the caller input their call back number or use the session variable, session.telephone.ani (http://www.plumvoice.com/docs/dev/voice ... ephone.ani). When making the outbound call to the vendor, you will need to submit the call back number as a "call_parameters" parameter to transfer the vendor back to the original caller.

2) An outbound call should go out immediately after it is queued, as long as there no other outbound calls that have been queued before it.

3) It is possible to record a call after the transfer has occurred by using the "recordcall" property.

4) It is possible for the IVR to gain control back once the far end of the transfer (the original caller, not the vendor) hangs up and the vendor stays on the phone.

Regards,
Plum Support

Does each client/application have it's own output call queue? Will the call be delayed if your other customers are queing up a lot of output calls?

Hi,

To answer your questions, all outbound campaigns are weighted equally, with each campaign having a First In First Out (FIFO) queue. So, your initial outbound call would not be delayed by any other calls being queued by other outbound campaigns.

Regards,
Plum Support