Plum IVR Support

Greetings,

We have 888-363-7922 which is RESPORG'ed to you and points to 617-712-3613, which is our production environments.

We are getting more and more people that call into the 888 number and the system cannot identify their caller ID (session.telephone.ini in our code).

I have been able to ask a few of these people to call the 617 number directly, it works for them and we can indeed get the caller ID.

Please look into this, we are ending up with unhappy users because of it.

Thanks,

--Nasser

We have turned on our debugging code, and we show in our log files that, using the same phone:

- When we call the 888 number, we get an empty string.
- When we call the 617 number, we get the right ANI.

Thanks,

--Nasser

Hello,

In order to properly diagnose the IVR issue with our carriers we will need the following from you:

1. The number being called.
2. The number you are attempting to call from.
3. You must have placed an IVR call from that phone to our IVR system in the last 24 hours in order for us to get a proper trace.

If you are not comfortable posting that information on the support forum please send an email to support@plumvoice.com with your Plum Support ID # in the subject line of the email. Upon receiveing this information we will open a trouble ticket with our carriers to properly resolve the IVR issue.

Regards,
Plum Support

Thanks. I sent the information via email to support, but if this expedites the process, here it is:

1. The number being called:
888-363-7822

2. The number you are attempting to call from:
Two examples (we see the same problem with both):
310-704-3181
949-689-7790

Both of them have placed calls today.

Thanks,

--Nasser

Hello,

Was this issue resolved? Is it possible for an ANI to get lost through a RESPORG'ed 800 #?

Thanks.

Hi,

Yes, using the IVR system, it is possible for an ANI to get lost through a RESPORG'ed 800 # if the 800 # forwards to a local number.

Regards,
Plum Support