Plum IVR Support

The system was working fine, then
I called the system & every port was busy.
I restarted the server, then the ports would answer but I hear a significant amount of static as the voice files are playing.
I have reported this to the teleco, but is it possible that the dialogic boards are going bad?

Hello,

Please send this request to support@plumvoice.com and include your Customer ID in the subject line of the email. Your Customer ID can be found in your service and support contract. Any hardware issues you are experiencing with your IVR system should reported to Plum via email.

Regards,
Plum Support

Hello,

If you do not have a Customer ID or a valid support contract with Plum you will need to contact your sales representative. They will give you the necessary information to purchase a support contract.

Based on your description it is unlikely that this is a problem with the Dialogic board. It is more likely a driver or IVR platform configuration issue on the IVR server. However, it is impossible to diagnose the IVR issue based only on the description you have provided.

Regards,
Plum Support

How do I remotely restart the Dialogic card?

Hello,

The only way to restart the Dialogic card is to completely restart the Plum IVR Server. This can be done using the command line interface of the IVR system using the "plum" login which is available at the console or using SSH.

Regards,
Plum Support

I have done that already three times with zero results.
I have checked with the telco & they have tested the circuit & it seems to test out just fine.

I'm dead in the water until my client reactivates their support contract.

Hello,

Once you have renewed your support contract you should contact support@plumvoice.com with your reactivated Customer ID in the subject line. They will be able to diagnose and resolve the IVR issue, be it software or hardware.

Regards,
Plum Support