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Plum Voice outbound call duration mismatch

Questions and answers about IVR programming for Plum DEV

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aravindm
Posts: 14
Joined: Mon Mar 30, 2015 10:40 am

Plum Voice outbound call duration mismatch

Post by aravindm »

We need your help to understand how the outbound minutes are calculated in reports. We have generated reports through plum voice portal and seeing mismatch in the total calls and duration with our application generated report. The details are provided below. Please assist.

Report generated through Plum Voice portal (May 1 to May 31)
Total Calls: 4384
Total Call Duration: 16936

Application Report: (May 1 to May 31)
Total Calls: 4651
Total Call Duration: 16499

We are calculating call duration based on the parameters received from plum voice call result URL set in outbound request ("queuecall").

1. last_attempt_timestamp - Call start time.
2. duration - call duration
3. call end time - (call start time + duration)

support
Posts: 3632
Joined: Mon Jun 02, 2003 3:47 pm
Location: Boston, MA
Contact:

Re: Plum Voice outbound call duration mismatch

Post by support »

Hello Aravind,

Your specific billing rules are best answered by your account manager. Please reach out to them to get clarification about the billing configuration on your account.

Regards,
Plum Support

aravindm
Posts: 14
Joined: Mon Mar 30, 2015 10:40 am

Re: Plum Voice outbound call duration mismatch

Post by aravindm »

Hi,

This is not about billing. This is a technical query. I have compared the total calls & duration with the report generated from PlumVoice portal and the report from application database. After the analysis, i found that the busy & no answers calls are excluded from the call count. However, still there is a difference in call count & huge difference (~500 mins) in call duration. As mentioned in original post, we are calculating call duration based on the parameters values passed in call result URL by plum voice platform. Is my below calculation is correct for call start time and end time? if not correct, please let us know how to proceed.

Parameters used for calculating call end time:
1. last_attempt_timestamp - CallStartTime
2. duration

Call End Time = CallStartTime + duration

Report generated through Plum Voice portal (May 1 to May 31)
Total Calls: 4384
Total Call Duration: 16936

Application Report: (May 1 to May 31)
Total Calls: 4302
Total Call Duration: 16499

support
Posts: 3632
Joined: Mon Jun 02, 2003 3:47 pm
Location: Boston, MA
Contact:

Re: Plum Voice outbound call duration mismatch

Post by support »

Hi Aravind,

Our algorithm for call reporting relies on all calls being calculated as a 30 second minimum. Call seconds are then rounded up to the nearest 6 second increment. We hope this helps in recalculating your reports.

Regards,
Plum Support

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