Plum IVR Support

Hi

It seems that when my survey (as an outbound phone call) gets a voice mail, it leaves a message after the tone, but not the full message. It's as if the survey starts playing as soon as the voice mail picks up, so once recording starts, the intro message is already half over.

Two questions:
1. is there a way to stop the survey from playing at all if it gets voice mail?

2. if the survey does get voice mail and starts to play, does this count as "call completed"?
thanks!

Hi,

1) Sorry, but it is not possible to stop the IVR survey from playing if it gets voicemail. The reason for this is that it is difficult for machines to discern actual human voices from a person's voicemail. However, a person's voicemail would never generate an actual response to your IVR survey as an actual respondent must press the "1" key on their phone before taking an IVR survey.

2) If the IVR survey does get voicemail, this gets treated as a "Call completed; did not begin survey" status.

Regards,
Plum Support