1 Topic by mhopkins@○●○●○

(1 replies, posted in Bugs)

We have had several instances in our testing, and as well with our customers now opening support tickets with us, of the IVR not recognizing key presses.   Example we have a min/max 6 digit entry module, and the person enters 6 digits, and it tells us they did not enter the correct number of digits.   It will often take a single key press as a broken up double key press, or sometimes just not hear a key press at all.

We realize this may be related to mobile phones and / or IP based phones, but since the majority of callers are using one or the other of these, we really need to get this resolved.   

This is seriously impacting our bottom line.   

Please try if you can to build in a workaround or increase bandwidth or do whatever is needed that these callers key presses are heard more clearly and get through to the next step?    We are losing money because of dropped calls.

Thanks for your time and looking into this.

Go to forum: Bugs

2 Reply by mhopkins@○●○●○

(4 replies, posted in Feature Requests)

I am also needing more string functions as Tom requested.  The substring solution does work if you already know what the string is going to be, but how to you take a part of a string up until the first decimal (for example), if you don't know what format or length the data value is already.

Basically what I need is very simple, I need to be able to format a string so that it has 2 digits after the decimal.  We are adding an amount and a service fee together and the total is appearing like 3.5 for example when i need it to be 3.50.    Any ideas how to achieve this?   We don't always know what the amount is going to be, so that's the problem.

The javascript function 'toFixed' would be awesome, but also it could be done if there was an 'indexOf' function.

Go to forum: Feature Requests

3 Topic by mhopkins@○●○●○

(1 replies, posted in Bugs)

When trying to access the PFSHangUps database we are just getting the 'Loading' status and nothing ever happens.   We have tried to access the database from several different machines and operating systems from different physical locations and none of us can get in.   Can you see if our database is frozen somehow?   Also when trying to export it to csv it waits for a long time then sends us a very small (233 byte i think) file which none of our applications can recognize.

Please help...

Go to forum: Bugs

4 Reply by mhopkins@○●○●○

(2 replies, posted in Questions)

Thanks

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5 Topic by mhopkins@○●○●○

(2 replies, posted in Questions)

Good afternoon,

Is there a node or prompt that allows the IVR to determine the time of day? for example, If It is before 5pm EST the caller is transferred to the entered number. If it is after 5pm the caller is led down a recorded route.



Thanks

Go to forum: Questions

6 Reply by mhopkins@○●○●○

(3 replies, posted in Bugs)

Actually the other IVR is under southeasttx@●○○●○ . I am unable to view the assigned number under that account also.

Go to forum: Bugs

7 Reply by mhopkins@○●○●○

(2 replies, posted in Questions)

My error. I cut and pasted a question from one of our clients (above). In general, how long does it take to complete a campaign consisting of 8,000 phone numbers? Are multiple calls attempted/made at once?

Thanks

Go to forum: Questions

8 Topic by mhopkins@○●○●○

(2 replies, posted in Questions)

If we had a campaign containing 8,000 phone numbers, how long would it take to call those 8,000 people?

Go to forum: Questions

9 Reply by mhopkins@○●○●○

(13 replies, posted in Bugs)

Interesting article but I don't think it applies to this situation. As stated, it is happening with land lines also. Additionally, this was never an issue when the toll free number was pointing to our previous IVR. And you are correct and my thoughts exactly, your carrier cannot trace the call  on their network. This is because the caller cannot enter their network.

To really diagnose this issue, can you have your carrier contact me so we can discuss and test live? obviously there is some sought of issue that occurred when the number was ported over. I say this because land and cell phone users in OH, AL, and TX used the IVR with no issue before it was ported over.

Go to forum: Bugs

10 Reply by mhopkins@○●○●○

(13 replies, posted in Bugs)

I see. Not sure how they would trace the call any way due to the fact the caller receives an immediate busy signal. So tracing the call would be done/attempted how?

What needs to be done is to have the carrier get on a conference call with us so we can have the customer call via her work or cell phone so they can hear for themselves. She and others are unable to access the IVR application because of this.

As stated a trace will not work, due to the fact there is nothing to trace. Researching the area, the phone ports, etc may be best.

If you recall, I opened a case a month or so ago about the same issue in Ohio area. They just stopped using the system.

Last but not least, who is the carrier for our toll free number? We never had this issue before we transferred over.

Thanks

Go to forum: Bugs

11 Reply by mhopkins@○●○●○

(13 replies, posted in Bugs)

Good morning,

The customer mentioned above is still receiving the busy signal. Any resolution on the matter?

Other customers are saying the same, but the client has not been able to capture the details. I will have a call with the above customer today to hear for myself.

Go to forum: Bugs

12 Reply by mhopkins@○●○●○

(13 replies, posted in Bugs)

The busy signal is received as soon as they call in. I am not sure of the speed of the busy signal. The time zone per the one I forwarded is CST.

Per the disconnect within the app, I will gather the data upon receipt.

If you wish, we can have the customer who is in the area that is experiencing the busy signal three way you and I via the phone so we can hear first had. Let me know.

Thanks

Go to forum: Bugs

13 Reply by mhopkins@○●○●○

(13 replies, posted in Bugs)

Thanks. Sending you the details of a call just received per the above issue. Thanks

Go to forum: Bugs

14 Reply by mhopkins@○●○●○

(13 replies, posted in Bugs)

Good afternoon,

The email address you provided above, will it work with the dots? Or did it come across in era

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15 Topic by mhopkins@○●○●○

(13 replies, posted in Bugs)

Good afternoon,

This is an urgent matter for us. We are getting calls from the Texas and Alabama area (so far) that are stating the toll free number being used for our PFSIVR app (866-996-2876) is either ringing busy when called or stating the number is disconnected and not in service.

We have called the number to test, but on our end it rings and accesses the app. But due to the numerous calls this has now become a high priority issue.

If you recall, we actually own the number and it was ported over to you. Please address ASAP.

Thanks

Go to forum: Bugs

16 Reply by mhopkins@○●○●○

(2 replies, posted in Questions)

Ok thanks

Go to forum: Questions

17 Topic by mhopkins@○●○●○

(2 replies, posted in Questions)

We are getting a few clients who are stating the cell phone touch tones are not being recognized. I also listened/confirmed an attempt.

Is there any feature that needs to be turned on to assist in picking up the touch tones?

Thanks

Go to forum: Questions

18 Reply by mhopkins@○●○●○

(3 replies, posted in Bugs)

Good afternoon,

I will attempt to capture this data for you. We will need to contact the customer and have them attempt another call then report to you. Back to you shortly.

Thanks

Go to forum: Bugs

19 Topic by mhopkins@○●○●○

(3 replies, posted in Bugs)

Good afternoon,

Hope all is well.

Per the toll free number we transferred over to your system, we are receiving customer complaints ( from Ohio) that are saying when they call they are receiving a message that states, "Technical Difficulties".

I was actually able to listen via a customer's cell phone in Ohio and heard the message. But on my end I was able to call the number and have no issues.

Please advise.

Toll Free - 866-996-2876

Thanks

Go to forum: Bugs

20 Reply by mhopkins@○●○●○

(3 replies, posted in Bugs)

Good afternoon,

We cannot post live credit card credentials via the forum. Do you have another avenue we can use to get this data to you?

Additionally, we are not sure if you are going to be able to duplicate the error.

Go to forum: Bugs

21 Topic by mhopkins@○●○●○

(3 replies, posted in Bugs)

Good afternoon,

Why does it go to the 'No row to fetch' section sometimes when we are posting back data (verified by our system logs on our end – see below for the response we sent back at 10:42:11 EST this morning)?    The application is PFS IVR, the page is Process CreditCard Payment, and the widget is the only Get Row from Stack widget on that page.

{ "transaction": { "paymentResponseCode": "1", "paymentResponseText": "This transaction has been approved.", "approvalCode": "1. 3. 2. 6. 4. 6. 9. 3. 1. 7. 0. 2. 7. " } }

Go to forum: Bugs

22 Reply by mhopkins@○●○●○

(9 replies, posted in Bugs)

Ok you have all sharing rights to the application.

Now we have discovered what may be the issue. When calling the application via the assigned toll free number, the recording prompt will hang up the call. When you have the application call you (Run) the recording prompts work according to plan. it appears to be an issue with the phone line disconnecting. Please advise.

Thanks

Go to forum: Bugs

23 Topic by mhopkins@○●○●○

(9 replies, posted in Bugs)

Good afternoon,

you currently have access to our PFS IVR application.

Issue - When the customer gets to the point of recording their verbal approval, the recording prompt is disconnecting the call. Can you please review and assist ASAP.

P.S. We had an issue which you are working on per the storage of the MP3 recording. Do you think this has any relation to why the calls are ending?

Thanks

Go to forum: Bugs

24 Reply by mhopkins@○●○●○

(6 replies, posted in Questions)

Hey there,

Our issue is not in retrieving the url.  We are able to successfully retrieve the URL no problem (btw, according to this thread http://quickfuseapps.com/forum/viewtopic.php?id=581 it appears that you are in fact recommending the simple database method). 

The problem is that when we click on the URL that the mp3 file cannot be found in the quickfuseapps.com/audio directory.

Are you saying that if we use the SOAP Webservice module, that it will somehow make sure that the mp3 file is saved on your server better?   The missing file we cannot retrieve is located at:

http://quickfuseapps.com/audio/_hZNGa6q … 2PB97U.mp3 

Sorry not trying to be a pain, but I just don't understand how reprogramming the communication will help to ensure that the file can be found on our server.  Help?

Go to forum: Questions

25 Reply by mhopkins@○●○●○

(6 replies, posted in Questions)

Good afternoon,

We shared the app with the admin. The page in question is the NACHA ACH Recording page. You will need to click on the arrow to access the additional pages not see on the immediate screen.

Thanks

Go to forum: Questions