Plum IVR Support

Our application provides phone help for a web application. We are currently using bevocal and are intending to switch to Plum for vxml hosting. Is there a way to implement the equivalent of the proprietary <bevocal:whisper> tag.

http://cafe.bevocal.com/docs/vxml/bevocal_whisper.html

We are using this feature to announce to the far end helper that they will be connected to the user after a beep. This allows helpers to work from home, initially answer the phone as usual, hear the announcement, then greet the user in an appropriate manner. The user does not hear the announcement to the helper. This is important because some helpers are part time volunteers who do not have caller ID.

Unfortunately our IVR application doesn't currently support whisper functionality. We've forwarded this feature request on to IVR platform engineering.

Good Afternoon,

I am writing to find out if there have been any advancements with regards to "Whisper" functionality.

What I would like to be able to do is:

1) Caller calls a DID and gets our PLUM IVR.
2) The Caller makes some choices, but ends up needing to speak to a live agent.
3) The caller hits a "<transfer>" tag in the script, which dials a number to one of our agents.
4) The agent answering hears a TTS message detailing the choices the user made, or some other "greeting" information before he/she is connected to the original caller.
5) The mesage finishes and the caller and agent are connected.

Is this possible on the current release of the platform? or are there any plans to implement such a feature?

Hi Steve,

Sorry, but this whisper functionality isn't available on our current release of the IVR platform. However, this topic is still being discussed within our IVR platform developers for future releases with our IVR applications. If we receive any news about this, we will update this post topic and the Release News section of our IVR forum.

Regards,
Plum Support