Topic: Problem with recording module

We are experiencing a problem with the voice recording module in our application.  Many of our customers are reporting that the system either doesn't hear them when they say their name and goes through multiple loops of the "silence" error handling, or they never hear the "say your name" prompt so they just wait and then hang up and have to dial back in multiple times.  This has been reported pretty regularly (maybe once every 30-50 calls) for a while, but in the last couple of days it has happened about 1 in every 8 to 10 calls.  You can see on our "account" report how many people have had to call back in multiple times (see multiple calls from same caller ID) to register their timecard entry.  This is a big customer satisfaction issue and is also costing us extra money as we are getting billed over and over again for the same calls.

Please help us resolve this as soon as possible.

Re: Problem with recording module

Hi,

We are currently trying to reproduce this issue you experienced.

For your application, we would recommend enabling the "Beep after prompt" checkbox for your Voice Recording module for your users to hear the "Say your name prompt" before recording.

We will provide you with updates as we continue to troubleshoot this issue.

Regards,
The QuickFuse Team

Re: Problem with recording module

Hello,

Thank you for replying.  We are still experiencing this issue frequently.  Is there any update on troubleshooting?

The "Beep after prompt" checkbox was already enabled for this module.

Thank you for your help.

Re: Problem with recording module

Hi cjenkingscpa,

Regarding the Voice Recording module, we have not yet been able to reproduce the issue of going through multiple loops of the "silence" error handling when saying a name. Do you have an idea of the type of phone your users are using that may be having this issue?

About not hearing the "say your name" prompt, do you know if your users are ever getting through to the Multipart Prompt module?

Regards,
The QuickFuse Team

Re: Problem with recording module

Regarding the type of phone, they are all land line phones in our client homes but there are literally 20+ clients that have had this issue so I can't believe it's a type of phone that's the issue.

Regarding the clients not hearing the Multipart Prompt, we get a lot of SOAP results from these calls where the MenuChoice is zero (which is not a choice).  Some of those have an associated voice recording, and some are not.  Our SOAP call is made during post-call processing.  So this means to me that they are probably abandoning the call during the voice recording loop and are not getting to the multi-part prompt to make a MenuChoice.

Can you see the many entries where they are having to call in 2,3,or 4 times in a row to complete the process?

Re: Problem with recording module

Hi,

We've still been unable to reproduce this issue, but will continue testing.

One other suggestion we can make for you application is placing a Simple Prompt module before the Voice Recording module. Inside of the Simple Prompt module, you would place the text, "Please say your name after the beep". Then, you could remove the text prompt from inside of your Voice Recording module and connect the Error Handling nodes for "Silence" and "DTMF Pressed" back to the Simple Prompt module stating, "Please say your name after the beep". This would make it such that callers would not be able to accidentally barge in while the prompt, "Please say your name after the beep", is playing.

Regards,
The QuickFuse Team

Re: Problem with recording module

Here is an email I just received from a client regarding this issue - confirming that it can't understand them:

"There is a big problem with your recording for checking in.  The ladies keep getting a voice message that it can't understand them.  This can go on for 15-20 min.  Sometimes they have to call in several times.  Could you please look into this.  Thank you"

Re: Problem with recording module

I have implemented the change you suggested - taking the "Please say your name after the beep" and putting that into a Simple Prompt before the voice recording module.  I also unchecked the DTMF checkbox as well so they can not accidentally end the recording that way, and increased the maximum silence from 1 second to 3.  Let's see if that works.

Re: Problem with recording module

It didn't cure the problem.  While we have slightly fewer issues than before, the problem still continues.  Please let me know if you have any further ideas to try.

Re: Problem with recording module

Hi,

We've continued testing your application and have yet to reproduce this issue.

One other suggestion we can make is to adjust the sensitivity of your application to pick up "quiet input" if you have soft-speaking users.

Regards,
The QuickFuse Team