Plum IVR Support

Hi,

My Plum Voice Production Account was enabled yesterday.

However, on creating a campaign this morning and attempting to push IVR calls to a Brazil MSISDN and an Ireland MSISDN i am getting a 'Call rejected or no pick-up" response.

Can someone please investigate.

Thanks,

Ronan

Hi Ronan,

When making outbound international calls for your survey campaign, please note that you will need to enter the phone numbers in the following format:

{US exit code} + {country code} + {phone number}

Just as an example, if you were making a call to a UK number, 0207-999-9999, you would enter it as:

011442079999999

where 011 is the US exit code, 44 is the country code of the UK, and 2079999999 is the phone number.

Please let us know if you have any further questions.

Regards,
Plum Support

Hi,

Many thanks for your response.

I have amended my contacts' MSISDNs to have a US exit code prefix.

The Brazil MSISDN is now - 0115511991XXXXXX

The Ireland MSISDN is now - 011353868XXXXXX

However i am still getting the 'Call rejected or no pick-up" response.

Any thoughts/suggestions would be greatly appreciated.

Thanks,

Ronan

Hi Ronan,

Please note that the "Call rejected or no-pick up" response occurs if someone does not enter 1 when the prompt, "This is an automated call. To begin, press 1,...otherwise, press 2 or hang up.", is played to the user.

If you have muted this prompt from being played to the user, we suggest that you unmute it so that the user hears the prompt to press 1 to continue for them to take the survey.

Please let us know if you have further questions.

Regards,
Plum Support

Hi,

Thanks for the feedback, this was indeed the case with my survey set up.

I have amended and it works now.

Thanks,

Ronan