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.