Expert: Chuck Cosby - 3/7/2006

Question
Hey Chuck,

It's Ron Palmer.  I would have just emailed you directly with this question but I lost your contact info.

Anyways, a company I know is having issues with their IVR system.  Being that you know more about voice systems than anyone else I know, I thought that maybe you had some information that might help them.  Here is their question:
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We are having an intermittent problem with Intervoice Brite interactive voice response (IVR) system.  Occasionally, when the member enters their account number and pin, the system responds that the account number is not valid.  

The problem began when we moved the IVR from a Nortel switch onto a Cisco Call Manager VOIP system.  This is happening infrequently -- it will work fine at times and at other times, the error message comes up.
Sometimes it will go for several days with no problems.  When the errors occur, though, members are unhappy.  Many (but not all) of the problems involve cell phones.

To date, we have applied patches to Symitar, Cisco Call Manager, and the Intervoice Brite box, and yet the problem persists.  It looks like somewhere in one of the components, the touch tone signals entered by the member are not coming across correctly to Intervoice Brite -- and when Intervoice Brite queries Symitar, it is indeed sending an invalid account number.


Answer
Good to hear from you Ron.  My email is chuckc@leverance.com

As far as this question goes - well this is a pretty deep technical question regarding some very specific and intermitant problems.  Most likly has nothing to do with IVR per say - it is a configuation problem.  They are going to have to get some highly trained specilist in there to work on it for sure.