Plum IVR Support

Posted: **Thu Aug 09, 2007 1:41 pm**

I have a script which would appear to have intermittent problems receiving DTMF tones. Here is a sample of the log from a call where the user WAS pressing an appropriate key but as you can see 'noinput' was activated:

The script handling the menu in question is also below

### Script ###

<menu id="menuoptions" dtmf="true">
<property name="inputmodes" value="dtmf"/>
<prompt bargein="true">
<audio src="http://audio.plumgroup.com/root/62864458/62864458_8.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
</prompt>
<choice next="#attending">
</choice>
<choice next="#cancel">
</choice>
<choice next="#repeat">
</choice>
<nomatch>
<prompt bargein="true">
<audio src="http://audio.plumgroup.com/root/62864458/62864458_9.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
</prompt>
</nomatch>
<noinput>
<prompt bargein="true">
<audio src="http://audio.plumgroup.com/root/62864458/62864458_9.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
</prompt>
</noinput>
</menu>

### Log File ###

Thu 09 Aug 2007 02:16:40 PM EDT:
Newly queued prompts are now being played

Thu 09 Aug 2007 02:17:01 PM EDT:
received event: noinput
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://audio.plumgroup.com/root/62864458/62864458_9.wav
Audio segment from the URL http://audio.plumgroup.com/root/62864458/62864458_9.wav added to prompt queue
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Thu 09 Aug 2007 02:17:15 PM EDT:
received event: noinput
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://audio.plumgroup.com/root/62864458/62864458_9.wav
Audio segment from the URL http://audio.plumgroup.com/root/62864458/62864458_9.wav added to prompt queue

Thu 09 Aug 2007 02:17:16 PM EDT:
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Thu 09 Aug 2007 02:17:30 PM EDT:
received event: noinput
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://audio.plumgroup.com/root/62864458/62864458_9.wav
Audio segment from the URL http://audio.plumgroup.com/root/62864458/62864458_9.wav added to prompt queue

Thu 09 Aug 2007 02:17:31 PM EDT:
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Thu 09 Aug 2007 02:17:45 PM EDT:
received event: noinput
bargein set to true

Thu 09 Aug 2007 02:17:46 PM EDT:
INPUTMODES set to "DTMF"
Cache Hit: http://audio.plumgroup.com/root/62864458/62864458_9.wav
Audio segment from the URL http://audio.plumgroup.com/root/62864458/62864458_9.wav added to prompt queue
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Thu 09 Aug 2007 02:18:00 PM EDT:
received event: noinput
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://audio.plumgroup.com/root/62864458/62864458_9.wav
Audio segment from the URL http://audio.plumgroup.com/root/62864458/62864458_9.wav added to prompt queue

Thu 09 Aug 2007 02:18:01 PM EDT:
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Thu 09 Aug 2007 02:18:15 PM EDT:
received event: noinput
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://audio.plumgroup.com/root/62864458/62864458_9.wav
Audio segment from the URL http://audio.plumgroup.com/root/62864458/62864458_9.wav added to prompt queue

Thu 09 Aug 2007 02:18:16 PM EDT:
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Thu 09 Aug 2007 02:18:30 PM EDT:
received event: noinput
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://audio.plumgroup.com/root/62864458/62864458_9.wav
Audio segment from the URL http://audio.plumgroup.com/root/62864458/62864458_9.wav added to prompt queue

Thu 09 Aug 2007 02:18:31 PM EDT:
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Thu 09 Aug 2007 02:18:40 PM EDT:
received event: connection.disconnect.hangup
VXI::exit_element()
Call End Event
Ending session
Ending Session On Channel 9

Posted: **Thu Aug 09, 2007 2:28 pm**

Hi,

Does this IVR problem happen with certain phones (i.e. handsets)? With a normal land line, we were able to input DTMF just fine with your IVR code.

Regards,
Plum Support

Posted: **Tue Sep 18, 2007 7:05 am**

This is happening with UK landlines and has happened a number of times so I would rule out any particular handset. Scott Wilson advises me that you did not receive my email regarding this which I have copied below. I have also provided the main script as Scott says you think it could be VXML programming issue.

I would be grateful if you could look at this ASAP. Many Thanks,

Lee

### Original Script ###

<?xml version="1.0"?>
<vxml version="2.0">
<var name="amt" expr="'0.00'" />
<form id="welcome">
<block>
<prompt bargein="false">
<cfif #request.surgery# EQ "Hobs Moat Medical Centre">
<audio src="http://www.appointmentm8.com/audiofiles ... s_moat.wav" fetchhint="prefetch" fetchtimeout="10s">Hello, this is an information call from the Hobs Moat Medical Centre automated appointment reminder service.</audio>
<cfelseif #request.surgery# EQ "Tanworth Lane Medical Centre">
<audio src="http://www.appointmentm8.com/audiofiles ... h_lane.wav" fetchhint="prefetch" fetchtimeout="10s">Hello, this is an information call from the Tanworth Lane Medical Centre automated appointment reminder service.</audio>
<cfelseif #request.surgery# EQ "Monkspath Medical Centre">
<audio src="http://www.appointmentm8.com/audiofiles ... kspath.wav" fetchhint="prefetch" fetchtimeout="10s">Hello, this is an information call from the Monks Path Medical Centre automated appointment reminder service.</audio>
<cfelseif #request.surgery# EQ "Haslucks Green Medical Centre">
<audio src="http://www.appointmentm8.com/audiofiles ... _green.wav" fetchhint="prefetch" fetchtimeout="10s">Hello, this is an information call from the Has Lucks Green Medical Centre automated appointment reminder service.</audio>
<cfelseif #request.surgery# EQ "Craig Croft Medical Centre">
<audio src="http://www.appointmentm8.com/audiofiles ... _croft.wav" fetchhint="prefetch" fetchtimeout="10s">Hello, this is an information call from the Craig Croft Medical Centre automated appointment reminder service.</audio>
<cfelseif #request.surgery# EQ "Bosworth Medical Centre">
<audio src="http://www.appointmentm8.com/audiofiles ... sworth.wav" fetchhint="prefetch" fetchtimeout="10s">Hello, this is an information call from the Bos Worth Medical Centre automated appointment reminder service.</audio>
</cfif>
</prompt>
</block>
<block>
<assign name="status" expr="'welcome'"/>
<assign name="callID" expr="<cfoutput>'#request.MessageID#'</cfoutput>"/>
</block>
<subdialog
name="postStatus"
src="http://www.appointmentm8.com/index.cfm? ... atusUpdate"
namelist="status callID"
method="post"
fetchtimeout="10s">
</subdialog>
<block>
</block>
<block>
<goto next="#purpose"/>
</block>
</form>

<form id="purpose">
<block>
<prompt bargein="false">
<audio src="http://www.appointmentm8.com/audiofiles ... ntment.wav" fetchhint="prefetch" fetchtimeout="10s">Don't forget a member of your household has a doctors appointment at</audio>
</prompt>
</block>

<subdialog name="result" src="#appdatetime"></subdialog>
</form>

<form id="appdatetime">
<block>
<prompt bargein="false">
<cfoutput>
<audio src="http://www.appointmentm8.com/audiofiles ... "hh")#.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
<cfif #TimeFormat(request.appDateTime,"mm")# EQ "00">
<audio src="http://www.appointmentm8.com/audiofiles ... oclock.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
<cfelse>
<audio src="http://www.appointmentm8.com/audiofiles ... "mm")#.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
</cfif>
<audio src="http://www.appointmentm8.com/audiofiles ... ddd")#.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
<audio src="http://www.appointmentm8.com/audiofiles ... "DD")#.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
<audio src="http://www.appointmentm8.com/audiofiles ... mmm")#.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
<audio src="http://www.appointmentm8.com/audiofiles ... yyy")#.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
</cfoutput>
</prompt>
</block>

<block>
<goto next="#menuoptions"/>
</block>
</form>

<menu id="menuoptions" dtmf="true">
<property name="inputmodes" value="dtmf"/>
<prompt bargein="true">
<audio src="http://www.appointmentm8.com/audiofiles ... ptions.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
</prompt>
<choice next="#attending">
</choice>
<choice next="#cancel">
</choice>
<choice next="#repeat">
</choice>
<nomatch count="1">
<prompt bargein="true">
<audio src="http://www.appointmentm8.com/audiofiles ... sponse.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
<audio src="http://www.appointmentm8.com/audiofiles ... _again.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
</prompt>
</nomatch>
<nomatch count="2">
<prompt bargein="true">
<audio src="http://www.appointmentm8.com/audiofiles ... _still.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
<audio src="http://www.appointmentm8.com/audiofiles ... _again.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
</prompt>
</nomatch>
<noinput count="1">
<prompt bargein="true">
<audio src="http://www.appointmentm8.com/audiofiles ... sponse.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
<audio src="http://www.appointmentm8.com/audiofiles ... _again.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
</prompt>
</noinput>
<noinput count="2">
<prompt bargein="true">
<audio src="http://www.appointmentm8.com/audiofiles ... _still.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
<audio src="http://www.appointmentm8.com/audiofiles ... _again.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
</prompt>
</noinput>
</menu>

<form id="attending">
<block>
<prompt bargein="false">
<audio src="http://www.appointmentm8.com/audiofiles/5/attending.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>

</prompt>
</block>
<block>
<assign name="status" expr="'attending'"/>
<assign name="callID" expr="<cfoutput>'#request.MessageID#'</cfoutput>"/>
</block>
<subdialog
name="postStatus"
src="http://www.appointmentm8.com/index.cfm? ... atusUpdate"
namelist="status callID"
method="post"
fetchtimeout="10s">
</subdialog>
<block>
<goto next="#goodbye"/>
</block>
</form>

<menu id="cancel" dtmf="true">
<property name="inputmodes" value="dtmf"/>
<prompt bargein="true">
<audio src="http://www.appointmentm8.com/audiofiles ... ptions.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
</prompt>
<choice next="#confirmcancel">
</choice>
<choice next="#confirmnonecancel">
</choice>
<nomatch count="1">
<prompt bargein="true">
<audio src="http://www.appointmentm8.com/audiofiles ... sponse.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
<audio src="http://www.appointmentm8.com/audiofiles ... _again.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
</prompt>
</nomatch>
<nomatch count="2">
<prompt bargein="true">
<audio src="http://www.appointmentm8.com/audiofiles ... _still.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
<audio src="http://www.appointmentm8.com/audiofiles ... _again.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
</prompt>
</nomatch>
<noinput count="1">
<prompt bargein="true">
<audio src="http://www.appointmentm8.com/audiofiles ... sponse.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
<audio src="http://www.appointmentm8.com/audiofiles ... _again.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
</prompt>
</noinput>
<noinput count="2">
<prompt bargein="true">
<audio src="http://www.appointmentm8.com/audiofiles ... _still.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
<audio src="http://www.appointmentm8.com/audiofiles ... _again.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
</prompt>
</noinput>
</menu>

<form id="confirmcancel">
<block>
<prompt bargein="false">
<audio src="http://www.appointmentm8.com/audiofiles ... ission.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
</prompt>
</block>
<block>
<assign name="status" expr="'cancelling'"/>
<assign name="callID" expr="<cfoutput>'#request.MessageID#'</cfoutput>"/>
</block>
<subdialog
name="postStatus"
src="http://www.appointmentm8.com/index.cfm? ... atusUpdate"
namelist="status callID"
method="post"
fetchtimeout="10s">
</subdialog>
<block>
<prompt bargein="false">
<audio src="http://www.appointmentm8.com/audiofiles ... ceived.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
</prompt>
</block>
<block>
<goto next="#goodbye"/>
</block>
</form>

<form id="confirmnonecancel">
<block>
<prompt bargein="false">
<audio src="http://www.appointmentm8.com/audiofiles ... celled.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
</prompt>
<goto next="#menuoptions"/>
</block>
</form>

<form id="repeat">
<block>
<prompt bargein="false">
<audio src="http://www.appointmentm8.com/audiofiles ... ent_is.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
</prompt>
</block>
<subdialog name="result" src="#appdatetime"></subdialog>
</form>

<form id="goodbye">
<block>
<prompt bargein="false">
<audio src="http://www.appointmentm8.com/audiofiles ... oodbye.wav" fetchhint="prefetch" fetchtimeout="10s"></audio>
</prompt>
</block>
<block>
<assign name="status" expr="'goodbye'"/>
<assign name="callID" expr="<cfoutput>'#request.MessageID#'</cfoutput>"/>
</block>
<subdialog
name="postStatus"
src="http://www.appointmentm8.com/index.cfm? ... atusUpdate"
namelist="status callID"
method="post"
fetchtimeout="10s">
</subdialog>
<block>
</block>
</form>
</vxml>

### End Original Script ###

### Original email with log ###

Hi Support,

I am growing increasingly concerned that a lot of calls to UK land lines are not accepting DTMF tones but on the phones I have access to I cannot reproduce the problem.

Below is a log from a call the other morning which lasted 4 mins as the person could not enter an option. Please can you have this looked into as I have tried the support forums but with no luck. I need this resolving ASASP.

Regards,

Lee

Mon 27 Aug 2007 04:31:21 AM EDT:
Call Start Event: ANII 00441217421011 DNIS outbounduk VURL http://popproxy-uk.plumgroup.com/director/start.vxml
DocumentParser::FetchDocument()
DocumentParser::FetchDocument(http://popproxy-uk.plumgroup.com/director/start.vxml)
Cache Hit: http://popproxy-uk.plumgroup.com/director/start.vxml
DocumentParser::FetchDocument(director.vxml)
Cache Miss: http://popproxy-uk.plumgroup.com/director/director.vxml
Attempting to fetch http://popproxy-uk.plumgroup.com/director/director.vxml
Click here to view saved VoiceXML script
VXI::var_element(name="dnis" expr = "session.telephone.dnis")
DocumentParser::FetchDocument(http://outbound-uk.plumgroup.com/outbou ... rtpage.php)
Cache Miss: http://outbound-uk.plumgroup.com/outbou ... rtpage.php
Attempting to fetch http://outbound-uk.plumgroup.com/outbou ... rtpage.php

Mon 27 Aug 2007 04:31:22 AM EDT:
Click here to view saved VoiceXML script
VXI::var_element(name="session_id" expr = "session.id")
DocumentParser::FetchDocument(startpage.php)
Posted form data is URL encoded
Attempting to fetch http://outbound-uk.plumgroup.com/outbou ... rtpage.php
Click here to view saved VoiceXML script
VXI::var_element(name="callee_type" expr = "'voice'")
VXI::var_element(name="phone_number" expr = "'00441217421011'")
VXI::var_element(name="call_id" expr = "'49565'")
VXI::var_element(name="message_reference" expr = "'Location_3_228737'")
VXI::var_element(name="call_parameters" expr = "'Surgery=Hobs Moat Medical Centre|ClientID=5|LocationID=3|MessageID=228737|CallType=App|VoiceType=WAV|Date=28/08/07|Time=09:30|VoiceID=451'")
VXI::var_element(name="campaign_parameters" expr = "''")
DocumentParser::FetchDocument(http://www.appointmentm8.com/index.cfm? ... .basiccall)
Posted form data is URL encoded
Attempting to fetch http://www.appointmentm8.com/index.cfm? ... .basiccall
Click here to view saved VoiceXML script
GrammarManager::CreateGrammarFromString(application/x-jsgf):
---------

<?xml version='1.0'?>
<grammar xml:lang="en-us" mode="dtmf">
(1)
</grammar>

---------

GrammarManager::CreateGrammarFromString(application/x-jsgf):
---------

<?xml version='1.0'?>
<grammar xml:lang="en-us" mode="dtmf">
(2)
</grammar>

---------

GrammarManager::CreateGrammarFromString(application/x-jsgf):
---------

<?xml version='1.0'?>
<grammar xml:lang="en-us" mode="dtmf">
(3)
</grammar>

---------

GrammarManager::CreateGrammarFromString(application/x-jsgf):
---------

<?xml version='1.0'?>
<grammar xml:lang="en-us" mode="dtmf">
(1)
</grammar>

---------

GrammarManager::CreateGrammarFromString(application/x-jsgf):
---------

<?xml version='1.0'?>
<grammar xml:lang="en-us" mode="dtmf">
(2)
</grammar>

---------

VXI::var_element(name="amt" expr = "'0.00'")
bargein set to false
INPUTMODES set to "DTMF VOICE"
Cache Hit: http://www.appointmentm8.com/audiofiles ... s_moat.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... s_moat.wav added to prompt queue
Newly queued prompts are now being played
VXI::assign_element(name="status" expr = "'welcome'"
VXI::assign_element(name="callID" expr = "'228737'"
VXI::queue_prompts()

Mon 27 Aug 2007 04:31:28 AM EDT:
DocumentParser::FetchDocument(http://www.appointmentm8.com/index.cfm? ... atusUpdate)
Posted form data is URL encoded
Attempting to fetch http://www.appointmentm8.com/index.cfm? ... atusUpdate
Click here to view saved VoiceXML script
bargein set to false
INPUTMODES set to "DTMF VOICE"
Cache Hit: http://www.appointmentm8.com/audiofiles ... ntment.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... ntment.wav added to prompt queue
Newly queued prompts are now being played
VXI::queue_prompts()
GrammarManager::CreateGrammarFromString(application/x-jsgf):
---------

<?xml version='1.0'?>
<grammar xml:lang="en-us" mode="dtmf">
(1)
</grammar>

---------

GrammarManager::CreateGrammarFromString(application/x-jsgf):
---------

<?xml version='1.0'?>
<grammar xml:lang="en-us" mode="dtmf">
(2)
</grammar>

---------

GrammarManager::CreateGrammarFromString(application/x-jsgf):
---------

<?xml version='1.0'?>
<grammar xml:lang="en-us" mode="dtmf">
(3)
</grammar>

---------

GrammarManager::CreateGrammarFromString(application/x-jsgf):
---------

<?xml version='1.0'?>
<grammar xml:lang="en-us" mode="dtmf">
(1)
</grammar>

---------

GrammarManager::CreateGrammarFromString(application/x-jsgf):
---------

<?xml version='1.0'?>
<grammar xml:lang="en-us" mode="dtmf">
(2)
</grammar>

---------

Mon 27 Aug 2007 04:31:29 AM EDT:
VXI::var_element(name="amt" expr = "'0.00'")
bargein set to false
INPUTMODES set to "DTMF VOICE"
Cache Hit: http://www.appointmentm8.com/audiofiles/5/hours_09.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles/5/hours_09.wav added to prompt queue

Mon 27 Aug 2007 04:31:32 AM EDT:
Newly queued prompts are now being played
bargein set to false
INPUTMODES set to "DTMF VOICE"
Cache Hit: http://www.appointmentm8.com/audiofiles/5/mins_30.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles/5/mins_30.wav added to prompt queue

Mon 27 Aug 2007 04:31:33 AM EDT:
Newly queued prompts are now being played
bargein set to false
INPUTMODES set to "DTMF VOICE"
Cache Hit: http://www.appointmentm8.com/audiofiles ... uesday.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... uesday.wav added to prompt queue

Mon 27 Aug 2007 04:31:35 AM EDT:
Newly queued prompts are now being played
bargein set to false
INPUTMODES set to "DTMF VOICE"
Cache Hit: http://www.appointmentm8.com/audiofiles/5/days_28.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles/5/days_28.wav added to prompt queue

Mon 27 Aug 2007 04:31:36 AM EDT:
Newly queued prompts are now being played
bargein set to false
INPUTMODES set to "DTMF VOICE"
Cache Hit: http://www.appointmentm8.com/audiofiles ... August.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... August.wav added to prompt queue

Mon 27 Aug 2007 04:31:38 AM EDT:
Newly queued prompts are now being played
bargein set to false
INPUTMODES set to "DTMF VOICE"
Cache Hit: http://www.appointmentm8.com/audiofiles ... s_2007.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... s_2007.wav added to prompt queue

Mon 27 Aug 2007 04:31:39 AM EDT:
Newly queued prompts are now being played
VXI::queue_prompts()
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... ptions.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... ptions.wav added to prompt queue
VXI::do_recognition()
PromptManager::Play()

Mon 27 Aug 2007 04:31:41 AM EDT:
Newly queued prompts are now being played

Mon 27 Aug 2007 04:32:02 AM EDT:
received event: noinput
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... sponse.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... sponse.wav added to prompt queue
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _again.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _again.wav added to prompt queue

Mon 27 Aug 2007 04:32:03 AM EDT:
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Mon 27 Aug 2007 04:32:19 AM EDT:
received event: noinput
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _still.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _still.wav added to prompt queue
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _again.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _again.wav added to prompt queue
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Mon 27 Aug 2007 04:32:35 AM EDT:
received event: noinput
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _still.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _still.wav added to prompt queue
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _again.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _again.wav added to prompt queue
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Mon 27 Aug 2007 04:32:51 AM EDT:
received event: noinput
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _still.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _still.wav added to prompt queue
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _again.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _again.wav added to prompt queue
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Mon 27 Aug 2007 04:33:08 AM EDT:
received event: noinput
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _still.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _still.wav added to prompt queue
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _again.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _again.wav added to prompt queue
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Mon 27 Aug 2007 04:33:24 AM EDT:
received event: noinput
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _still.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _still.wav added to prompt queue
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _again.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _again.wav added to prompt queue
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Mon 27 Aug 2007 04:33:40 AM EDT:
received event: noinput
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _still.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _still.wav added to prompt queue
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _again.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _again.wav added to prompt queue

Mon 27 Aug 2007 04:33:41 AM EDT:
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Mon 27 Aug 2007 04:33:43 AM EDT:
dtmf input: 742
received event: nomatch
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... sponse.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... sponse.wav added to prompt queue
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _again.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _again.wav added to prompt queue
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Mon 27 Aug 2007 04:33:48 AM EDT:
dtmf input: 5211
received event: nomatch
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _still.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _still.wav added to prompt queue
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _again.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _again.wav added to prompt queue

Mon 27 Aug 2007 04:33:49 AM EDT:
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Mon 27 Aug 2007 04:34:05 AM EDT:
received event: noinput
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _still.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _still.wav added to prompt queue
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _again.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _again.wav added to prompt queue
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Mon 27 Aug 2007 04:34:21 AM EDT:
received event: noinput
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _still.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _still.wav added to prompt queue
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _again.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _again.wav added to prompt queue
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Mon 27 Aug 2007 04:34:38 AM EDT:
received event: noinput
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _still.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _still.wav added to prompt queue
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _again.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _again.wav added to prompt queue
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Mon 27 Aug 2007 04:34:54 AM EDT:
received event: noinput
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _still.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _still.wav added to prompt queue
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _again.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _again.wav added to prompt queue
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Mon 27 Aug 2007 04:35:10 AM EDT:
received event: noinput
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _still.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _still.wav added to prompt queue
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _again.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _again.wav added to prompt queue

Mon 27 Aug 2007 04:35:11 AM EDT:
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Mon 27 Aug 2007 04:35:27 AM EDT:
received event: noinput
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _still.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _still.wav added to prompt queue
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _again.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _again.wav added to prompt queue
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Mon 27 Aug 2007 04:35:43 AM EDT:
received event: noinput
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _still.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _still.wav added to prompt queue
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _again.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _again.wav added to prompt queue
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Mon 27 Aug 2007 04:36:00 AM EDT:
received event: noinput
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _still.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _still.wav added to prompt queue
bargein set to true
INPUTMODES set to "DTMF"
Cache Hit: http://www.appointmentm8.com/audiofiles ... _again.wav
Audio segment from the URL http://www.appointmentm8.com/audiofiles ... _again.wav added to prompt queue
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Mon 27 Aug 2007 04:36:03 AM EDT:
received event: connection.disconnect.hangup
VXI::exit_element()

Mon 27 Aug 2007 04:36:04 AM EDT:
Call End Event
Ending session
Ending Session On Channel 7

### End original script with log ###

Posted: **Tue Sep 18, 2007 10:10 am**

Hi,

After removing all the references to Cold Fusion code in your IVR application, we have tested your IVR application 10 times on different phones and have not been able to reproduce this IVR error. Unfortunately, we cannot fix an IVR problem that we cannot reproduce. Do you know what carriers that your callers are calling from? Also, how often does this IVR error occur approximately?

Regards,
Plum Support

Posted: **Tue Sep 18, 2007 1:18 pm**

The calls are outbound to patients and so would be predominantly British Telecom Land lines but would also include Cable Phones from people like Virgin Cable etc.

The number of times this is happening is about 20 to 30 a day out of 400 or 500 calls so not an insignificant amount. If it was 5 or so I don't think it would be a problem but sadly I am getting earache about it.

We need to resolve this as if we cannot resolve it I will have no option but to resort to using my previous provider where this did not happen.

Regards,

Lee

Posted: **Tue Sep 18, 2007 2:05 pm**

Hi,

We've looked into your IVR outbound account and noticed that the numbers made IVR outbound are being dialed as if they were international numbers. Instead of entering these numbers with a prefix of "0044", you should just enter a prefix of "0" instead.

Regards,
Plum Support

Posted: **Tue Sep 18, 2007 2:11 pm**

And how does this make a difference to the DTMF tones not being accepted?

I have made the change to the script for tomorrows calls but don't see how this is the issue.

Regards,

Lee

Posted: **Tue Sep 18, 2007 2:50 pm**

Hello,

This is not a guaranteed solution to the IVR problem. At this point you are the only customer experiencing DTMF collection issues, and this was the first obvious difference between how you are using the IVR system and how everyone else is using it.

As for how this could be impacting DTMF. When you dial a number using the full international dial string it will not route using the same switches and lines as dialing it as a local call. This could create problems ranging from PSTN->SIP->PSTN conversions that drop DTMF digits to just poor call quality in general. These are not necessarily happening, but it is best to avoid them by not dialing the international string unless you are placing an international call.

In the mean time we will be checking IVR log files on the the IVR outbound systems from time to time to look for any IVR errors with DTMF collection.

Regards,
Plum Support

Posted: **Tue Sep 18, 2007 2:57 pm**

Understood, will monitor it tomorrow (Wed) and see how things proceed.

Regards,

Lee

Plum IVR Support

DTMF tones issue

DTMF tones issue

IVR code works for DTMF tones issue

IVR app has no DTMF tones issue

IVR outbound issue due to entering incorrect prefix

IVR outbound call issues with DTMF collection