Plum IVR Support

I am observing a long delay (up to 30 sec) before I hear the prompt on making my choices(1,2,3,or 4). Any ideas on how to make the application respond faster. Thanks.

My VXMl snippet is as below.

<form id="acceptmsg">
<field name="replay">
<prompt>
Thank you for accepting. The client name is ****. The client phone is ***. To repeat this message press 1. To spell out the Client name press 2. To repeat Client phone number press 3. To exit press 4. </prompt>
<filled>
<if cond="replay==1">
<goto next="#acceptmsg"/>
<elseif cond="replay==2"/>
<prompt> FirstName is ****
<say-as type="acronym">
LastName
</say-as>
</prompt>
<goto next="#Repeatmsg"/>
<elseif cond="replay==3"/>
<prompt>
ClientPhone Number
</prompt>
<goto next="#Repeatmsg"/>
<else/>
<prompt>
Thank you. Disconnecting.
</prompt>
<disconnect/>
</if>
</filled>
</field>
</form>

Hi,

The reason why there is a delay before you hear the prompt before making your choice is because of callee type detection. This determines whether the callee is either a human or an answering machine. If you want to disable this feature, please send an e-mail for support@plumvoice.com with your IVR customer ID in the subject line stating that you wish to have callee type detection disabled. The customer ID would be found in your support contract with Plum. If you do not yet have a support contract with Plum you should contact your account manager regarding this issue.

Regards,
Plum Support

Hi,

Just for clarification of this IVR issue, are you hearing the delay before your first prompt (where it begins with: "Thank you for accepting. The client name is...")? Or are you hearing this delay after you have made your choice (once the user enter DTMF-1, DTMF-2, DTMF-3, or DTMF-4)?

Regards,
Plum Support

Also, you need an IVR grammar inside of your <field>. So, you could edit this line:
to this:
or you can add in your own IVR grammar to the field. For an IVR code example:
Regards,
Plum Support

doc1.xml has a press 1 to accept or 2 to decline. When 1 is pressed, takes to doc2...and there is atleast a 30 sec delay before "Thankyou for accepting..." is heard. Again on choosing 1|2|3|4 here, there is atleast a 15 to 20 sec delay before hearing corresponding prompts. My VXML has the grammar tag (sorry missed it when posting the snippet). I don't know why but I always got an error(badfetch) when using "digits" but using grammar works fine except for the delays.

Hi,

Could you provide us with the IVR code for doc1.xml? This would help us further debug why you are getting a 30 sec delay before going to doc2. Also, could you provide any additional IVR code for doc2? Perhaps you have the IVR property, timeout, that could be causing the 15-20 sec delay?

With the IVR code snippet you have provided us with so far, we cannot reproduce the issue that you are experiencing.

This IVR code is working without delay for us:
Regards,
Plum Support

DOC1

<vxml version="2.0">
<property name="inputmodes" value="dtmf"/>
<property name="termtimeout" value="15s"/>
<property name="sensitivity" value="0.7"/>
<property name="interdigittimeout" value="30ms"/>
<property name="fetchtimeout" value="30s"/>
<form id="assign">
sXml += UUtils.stringFormat(' <var name="message_reference" expr="\'{0}\'"/>', new String [] {tskId });
<field name="accept" type="boolean">
<prompt>
Hello. You are offered a web lead, press 1 to accept, or 2 to decline. On accepting please wait for details on the lead.
</prompt>
<filled>
<if cond="accept==false">
<submit next="' + config.get('PlumVoice_StartURL') + '?mode=decline" method="post" namelist="message_reference" fetchtimeout="30s"/>
<else/>
<submit next="' + config.get('PlumVoice_StartURL') + '?mode=accept" method="post" namelist="message_reference" fetchtimeout="30s"/>
</if>
</filled>
<nomatch>
Did not understand response.
<reprompt/>
</nomatch>
<noinput>
No response. Disconnecting.
<disconnect/>
</noinput>
</field>
</form>
</vxml>


Doc2


<vxml version="2.0">
<property name="inputmodes" value="dtmf"/>
<property name="termtimeout" value="15s"/>
<property name="sensitivity" value="0.7"/>
<property name="interdigittimeout" value="30ms"/>
<property name="fetchtimeout" value="30s"/>
<form id="acceptmsg">
<field name="replay">
<grammar type="application/x-jsgf" mode="dtmf"> 1|2|3|4 </grammar>
<prompt>
sXml += UUtils.stringFormat('Thank you for accepting. The client name is {0} {1}. The client phone is {2}. To repeat this message press 1. To spell out the Client name press 2. To repeat Client phone number press 3. To exit press 4.\n', new String [] { firstName, lastName, phone });
</prompt>
<filled>
<if cond="replay==1">
<goto next="#acceptmsg"/>
<elseif cond="replay==2"/>
<prompt>
sXml += UUtils.stringFormat('{0} {1}\n', new String [] { firstName, lastName });
<say-as type="acronym">
sXml += UUtils.stringFormat ('{0} {1}\n',new String [] {firstName, lastName});
</say-as>
</prompt>
<goto next="#Repeatmsg"/>
<elseif cond="replay==3"/>
<prompt>
sXml += UUtils.stringFormat('The client phone is {0}', new String [] { phone });
</prompt>
<goto next="#Repeatmsg"/>
<else/>
<prompt>
Thank you. Disconnecting.
</prompt>
<disconnect/>
</if>
</filled>
</field>
</form>
<form id="Repeatmsg">
<field name="Repeat" type="boolean">
<prompt>
To return to Client details press 1. To exit press 2.
</prompt>
<filled>
<if cond="Repeat==true">
<goto next="#acceptmsg"/>
<else/>
<prompt>
Thank you. Disconnecting.
</prompt>
<disconnect/>
</if>
</filled>
</field>
</form>
</vxml>

Hi,

You might want to remove this line from doc1.xml and doc2.xml:
This is the reason why you are experiencing a delay after you make an input.

Hope this change to the IVR tag, <property>, in your IVR code helps.

Regards,
Plum Support