getting access to more call logs?

[magicsoft]

We have a call script that starts with a short message and a "challenge" question, asking a person to press "1". We have callee type detection turned off and use this method to determine if in fact a person or machine has answered the phone. If 5 seconds elapses and no one has pressed "1" (actually any digit is allowed), then we play a voicemail message asking them to call us back. If a digit is pressed, then we continue on by loading another script. In this first "challenge" script I mentioned, I have a <subdialog> line of code which enters data into our database for either of the two options mentioned above. If someone presses a digit, I set a field to "true", otherwise it gets set to "false".

We've been having several people calling saying that they are pressing "1", and then not getting any output from PLUM. They neither get the voicemail message nor does the other script start to play. When looking at the data in our database for such a call, everything indicates that either an answering machine picked up, or a person picked up but did not press a digit. The call length returned during the execution of our "result" page is 30 seconds (for one such example). The field that indicates whether a person pressed "1" is false. There are no error logs for the calls in question that would indicate there were any issues (either retrieving the voicemail MP3 file or playing the secondary script). Everything appears as I would expect it to in the event we left a voicemail on an answering machine, yet the customer insists they picked up the phone, pressed "1" as directed, and then nothing happened.

My dilemma is this: the PLUM website only shows the last 100 call logs, so the log for the call in question is no longer accessible to me by the time we hear from the person regarding this problem (we often do a few hundred calls on a given night). If I had access to this log, I would be able to see exactly what the PLUM system thinks happened during this call. Is there any way to increase the number of calls available on the "call logs" page (we'd probably need a few thousand), or can we have the call logs e-mailed to us once a night (so we could just store them until such time as we determine they aren't needed anymore)? The only solution I can see to finding out what's really going on during these calls is to look at the call log, since our customers (in some cases) contradict what our data is telling us occurred during the call.

Thanks,

Andrew

[support]

Hi Andrew,

Regarding this issue, please send an e-mail to support@plumgroup.com, as it is more of an account-related question than a code-related question. Also, please remember to include your 8-digit customer ID in the subject line of the e-mail. Your 8-digit customer ID can be found in your support contract with Plum. If you do not have a support contract with Plum, you may contact your account representative for more information.

Regards,
Plum Support