Plum IVR Support

I encountered a somewhat unusual and rare issue the other day. I made several outbound calls, and all but 2 went though without a hitch. I noticed the problem because I checked the PLUM recent call logs, and it made it appear as though 3 of my calls were over 2 minutes in length, indicating to me that a person had answered the call, and went through my entire call script. However, when I checked my own database, I had only 1 of those calls marked in such a way. In fact, I had no "results" for the other 2 calls at all. I checked the complete PLUM log of each of the 2 calls (that I didn't have), and it reported no indication of any problem.

It turned out that the calls HAD completed, and then my company's website that handles the "result" call made by PLUM went down just before PLUM made the call to my "result" page. So PLUM's log concluded as if everything was okay. But in fact when PLUM made the call to my "result" page on my website, it was unreachable.

The problem is that I had no indication that any error had occurred. Normally, if an error occurred on a call to one of my website pages, this would be reflected in the PLUM log for that call (highlighted in red), but this didn't happen in this scenario. It took me about 2 hours of combing through my data to finally figure out that I was simply missing all the data that would have been set by the "result" page.

So I was just wondering if there was any way to ascertain (from PLUM's perspective) if an error occurred during the call to the "result" page, after the call itself had disconnected.

Thanks,

Andrew

Hi Andrew,

There's some information in this previous post about the behavior of result_url (see page 3): http://support.plumgroup.com/viewtopic.php?f=2&t=849

Regarding your question, however, there is no way for the IVR system to tell if the result_url is reachable if the result_url had become unreachable while the call is already in session.

Regards,
Plum Support