Delayed calls

Questions and answers about IVR programming for Plum DEV

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evonz

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  • Joined: Thu Aug 24, 2017 3:57 pm

Delayed calls

PostThu Aug 24, 2017 4:32 pm

Hi folks,

We've been using Plum for a long time, but we've recently been getting complaints that calls are significantly delayed, sometimes for several hours.

For example, our system's log shows the following (timestamps are UTC):

Code: Select all
2017-08-11 20:39:17,944    1502483957944   VOICE   0         (call content)   (phone number)
2017-08-11 21:19:03,053    1502486343053   VOICE   0          (call content)   (phone number)
2017-08-11 21:21:32,301    1502486492300   VOICE   0          (call content)   (phone number)
2017-08-11 21:23:26,758    1502486606758   VOICE   0          (call content)   (phone number)
2017-08-11 21:26:33,068    1502486793068   VOICE   0          (call content)   (phone number)
2017-08-11 21:29:40,170    1502486980170   VOICE   0          (call content)   (phone number)
2017-08-11 21:34:25,889    1502487265889   VOICE   0          (call content)   (phone number)


Plum's session history shows the first call going out at 4:39 PM EDT, which looks right, but the second block of those calls (21:19-21:34) going out two hours later, from 6:23PM EDT until 6:39PM. I have a screenshot of the logs, though it doesn't appear I can attach it here. The customer complained that they didn't get the calls until after they were home for the evening.

Has Plum recently had some queueing / delay issues? Is there any SLA about call delay?



Incidentally, either the timezones used or the system clocks in Plum are often somewhat off, leading us to feel somewhat uncertain about trusting them and making it hard for us to track down specific calls. Here's an example from the first few lines of a recent call log. In this example, the second timestamp was correct:
Code: Select all
Phone Number:    (masked)
Caller ID:    (masked)
Timestamp:    08/18/2017 - 05:54:42pm EST
Location:    Boston

Fri 18 Aug 2017 08:54:42 PM EDT:
Call Start Event: (...)
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support

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  • Location: Boston, MA

Re: Delayed calls

PostFri Aug 25, 2017 11:00 am

Hi,

Could you tell us the login for your account? We would like to take a closer look at the call logs your mentioned.

Regards,
Plum Support
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support

  • Posts: 3348
  • Joined: Mon Jun 02, 2003 4:47 pm
  • Location: Boston, MA

Re: Delayed calls

PostMon Aug 28, 2017 4:18 pm

Hi,

Regarding your first question, there was an issue on 8/11 for which you should have received a notification directly from Plum Support with all of the details you are looking for. If you did not receive this email or are looking for further details about your particular issue please email us at support@plumgroup.com with your customer number in the subject line.

Regarding your second question, we have filed a bug with our development team who will look into this issue further. The timestamp within the call logs is the correct value, the timestamp at the top of the page appears to be specific to your timezone (albeit with the incorrect timezone listed). We will let you know when a patch has been deployed for this issue.

Regards,
Plum Support

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