On Thu, May 19, 2011 at 3:56 PM, John Van Ostrand <[email protected]> wrote:
> Hi, > > We have a problem where *some* callers who dial an extension too soon have > their digits ignored. For example, when the caller first hears the voice > menu and dials 5102 right away, the system may only recognize the 102, the > 02 or even just the 2. We think if they wait a few seconds longer before > keying an extension they don't see the problem as often. > Hi John, Have you tried doing an Answer() then delay, like ringing(), before playback? I haven't seen this complaint in a while, but I know there used to be an understanding that it was proper to to an Answer, then wait a little bit before doing a playback() or background(). That was mostly so that the first part of the playback didn't get lost because the channel was still being set up. The same may be true of collecting digits. I'm not sure if this is still state of the art, but there's some discussion of that here: http://www.voip-info.org/wiki/view/Asterisk+tips+answer-before-playback Maybe you want to just put a second or two of ringing() after an answer and see if that solves the problem. The other case where I've seen this happen is when you have a time of day greeting before your IVR Menu, like: (greeting using playback() ) Good Morning and thank you for calling ACME, (main IVR using background() ) If you know the extension of the person you wish to reach, please dial it at any time.... In this case, if the caller starts dialing digits during the first part, then their digits get lost and aren't collected by the IVR. It's a programming issue. The caller doesn't know that there are two chunks of code playing back the greeting. Maybe you want to just put a second or two of ringing() after an answer and see if that solves the problem. Good luck, I'd be glad to hear what the solution is when you find it. Dave
