Plum IVR Support

Hello,

Our service uses the 'transfer' function to connect a user to our customer support. The transfer connects the user to our support phone number. If the user calls when we have the support line staffed, we answer (live) and service their call. Otherwise, the user is connected to voicemail and invited to leave details so we can follow-up later. The support line and vmail is just a conventional standalone PSTN phone number with no IVR or anything fancy.

The problem we have is that the transfer is not established when the support phone answers with voicemail. That is, the user never hears the voicemail message so that they can leave their message.

While this problem seems similar to several which have been covered in the support forum, after reading many threads, I could not find an equivalent case.

Thanks for your help!
Brad

Hi Brad,

To verify, you always transfer to the one support phone number, which is either picked up by a support line staff, or the answering machine, correct?

Could you post the snippet of code where you do the transfer, please?

Regards,
Plum Support

Correct: One phone number answered by live support person or voicemail.

Here is the transfer statement (fake phone number for the post):

<form id="userSupport">
<transfer dest="1112223333"/>
</form>

Thanks,
Brad

Hi Brad,

The dest phone number should have a "+1" in front of it. So it should be <transfer dest="+11112223333"/>.

Depending on how long your phones ring before it goes to voice mail, the transfer could be timing out. To prevent this, you should set connecttimeout to be longer, like <transfer dest="+11112223333" connecttimeout="60s"/>. The default is 30 seconds.

On a side note, we recommend setting transferaudio, so your customer hears something while they are being trasnferred, instead of just silence. You can set it like this: <transfer dest="+11112223333" connecttimeout="60s" transferaudio="hold_music.wav"/>

For more information about transfers, please take a look at our documentation: http://www.plumvoice.com/docs/dev/voice ... s:transfer

Regards,
Plum Support

Hello,

Increasing the timeout to 60 seconds did the trick!

Thanks,
Brad