Plum IVR Support

Hi, we're developing a system where customers have to enter in 10-20 digit account numbers for their account info. The problem I'm having is, when a user takes a little longer to punch in numbers (maybe 1.5 - 2 seconds in between numbers) the system inteerrupts them saying "I cannot hear you". How do I allow the user enough time to enter their information without being interrupted? Thanks for any input.

Hello,

The IVR problem you are describing is that interdigittimeout is too short for these fields. You can increase it using the <property> tag to allow for longer pauses between key presses. The following IVR code will allow the user to pause up to 5 seconds before entering the first digit and up to 3 seconds between all remaining digits:
Regards,
Plum Support

That did it. Thanks, I'll read up on the timeouts more in the docs.

Hello,

I have the same problem with voice response I mean system interupts before customer speaks their account number.
the solution you gave is working for key pad input but not for
voice input.
Do I have to add anything more for the voice input?

Thank You.

Hello,

You can override the default post speech timeout by setting the IVR property ''incompletetimeout". This IVR property determines how much silence has to occur after the user starts speaking before terminating speech recognition. For an example of some IVR code the user will be able to pause for up to 2 seconds between each spoken digit:
Regards,
Plum Support

Hello,

It seems like 'incompletetimeout' the working. Now it is not interrupting the customer input. But now I have another problem with this. Even I speak 14 digit number , It is going to the nomatch
event. It is not recognizing the number through voice input.
here is the code:

<property name="incompletetimeout" value="2s"/>

<form id="customerentry">

<field name="CustomerID" >

<!-- <grammar src="builtin:dtmf/number?length=14"/> -->
<grammar src="builtin:grammar/digits?length=14"/>

<prompt >
Please Speak or Key your fourteen digit Account Number.
</prompt>
</field>

<filled>
<assign name="customerid" expr="CustomerID" />

<!-- <prompt>I heard <say-as type="acronym"> <value expr="customerid"/></say-as></prompt> -->
<goto next ="#validation" />
</filled>

<nomatch>
<log>Invalid CustomerID Code : <value expr="CustomerID" /> </log>
<prompt>Your account number must be fourteen digits.
Please try again.</prompt><reprompt/>
</nomatch>

<nomatch count="3">
<goto next="support.vxml"/>
</nomatch>

<noinput>
<prompt>Your Account Number is a fourteen digit number on your monthly statement. Please try again</prompt>
<reprompt/>
</noinput>

<noinput count="3">
<goto next="support.vxml"/>
</noinput>
</form>


Thank you

Hello,

We tested your IVR code and everything worked fine for us. Keep in mind that with a 14 digit input it isn't unlikely that if you are not speaking clearly that the IVR system might have trouble hearing you. In our tests the IVR system was detecting our response with 98% accuracy. However, you might want to try to lower the minimum confidence level to see if the IVR system is just having trouble recognizing you. You can change the confidence level by using the IVR global property 'confidencelevel" to lower the threshold for acceptable inputs:
Regards,
Plum Support