Can the system send calls to the operator during daytime hours but not during nighttime hours?
How many times does a record try to callback a customer, and can that number be changed?
What is the best way to keep my customer database up-to-date?
I am seeing lots of "undialable" records when I mark them for callback. How do I fix that?
How do I reset the record number in Porche IVR?
Can I load other software on my PORCHE IVR system?
Why are there Rotary callers with No Message, Blank Message, or Message with Dial Tone?
Can the Porche Engine run as a service?
Can the Porche Engine be put in startup?
Can we load our own AntiVirus software?
We have a customer who had an outage earlier that we marked for callback. The customer called us to complain that we keep calling and hanging up. Why is the system doing this?
What should I do if the PORCHE Engine stops taking calls or locks up?
I don't think the database is getting updated.
I am having problems installing the Customer Notification software onto a new client machine. I installed the program successfully and entered the serial number and host IP address the first time I ran the software. When I ran the program a second time, I was prompted to enter the serial number and host IP again.
How do I request custom changes to the IVR system?
Voice recognition is not working after I reboot. How do I fix this, and why does it happen?
We shut down our network to fix some problems. We also had to unplug the network cable from the IVR system. Once the problems were fixed, we started getting complaints that the IVR stopped recognizing voice response.
My screen doesn't show any records, and the other Dispatcher’s screen shows a lot of records. Why aren’t the records showing up on my screen?
1. Can the system send calls to the operator during daytime hours but not during nighttime hours?
Yes, the system can make OPTRANS determination in Porche IVR based on DAY/NIGHT or OPTRANS toggle. If you wish to operate in a DAY/NIGHT mode, this toggle will allow you to switch menus, or operator transfer options in menus, by changing the toggle from day/night or vice versa. You could also use the OPTRANS toggle, which has a TIMER mode and can automatically be set up to switch modes during office hours that are set up in system.
NOTE: Menus and scripts must be configured before this function will work.
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2. How many times does a record try to callback a customer, and can that number be changed?
The record will try a maximum of 10 times to complete the call, with a minimum of three minutes between each call to the same record. The actual time between callbacks depends on how many callbacks are being attempted at that time and the number of lines available for callbacks. If the call has not been answered after 10 attempts, it is marked with the MAX DIAL attempt icon. If desired, the record can be marked for callback again. These setting are NOT currently configurable.
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3. What is the best way to keep my customer database up-to-date?
If you are an SEDC customer, we have a live interface that will keep Porche IVR up-to-date with SEDC. If you do not have SEDC, the most common way customers update their data is with a text file generated by a CIS system. If the file name and location stay the same where the file is generated, we can setup the PSIDatabase application to pull the new file on an automatic schedule so that no human interaction is required.
NOTE: No changes can be made to file structure unless coordinated with MUS personnel.
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4. I am seeing lots of "undialable" records when I mark them for callback. How do I fix that?
Check the phone number in the USERPHONE field to make sure that Porche IVR is calling a valid phone number. If the phone number is a valid customer number, check the Dial Control settings to make sure that the area code and exchange are listed in the correct outbound dial type (Local, Long Distance, etc).
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5. How do I reset the record number in Porche IVR?
Use the PPC Reset button found on the desktop of the Porche IVR Host system. Make sure that both Porche and the Engine are shut down. Remember that ALL records (including any in the buckets) must be restored and TRASHED prior to resetting the record number to zero. Your historical data will not be affected by "re-using" the record number. If the shortcut is not on the desktop, please call Porche IVR support at (850) 477-6477 during normal working hours. Our support staff will be happy to assist you.
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6. Can I load other software on my Porche IVR system?
We only recommend loading software that has been tested in our Telephony environment. If you need to load other software on the Porche IVR system, please call technical support at (850) 477-6477 during normal working hours. Our support staff will be happy to assist you.
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7. Why are there Rotary callers with no message, blank message, or message with dial tone?
Customers often think that if they don't say anything or press a number, the call will be transferred to a live operator. Instead, the caller will be asked to leave a message. If the caller hangs up during the recording of a message, there could be dial tone on the message or a short empty message. If the caller hangs up immediately before the message recording, there might not be a message icon displayed at all. If there are numerous rotary calls with any variation of these messages, especially during idle outage times, there could be a problem with the type of disconnect Porche IVR is expecting.
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8. Can the Porche Engine run as a service?
No, the Engine is not configured to run as a service in any operating system. For the Engine to run, the host computer must at least be locally logged-in. The dialogic drivers and Nuance (voice recognition if applicable) must be started prior to starting the Engine.
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9. Can the Porche Engine be put in Startup?
Yes, if the dialogic drivers are set to be started manually. Please consult your technical support representative for instruction with this setting. If this setting is chosen, the computer is set to log-in automatically (without requiring password) and the machine can start-up without human intervention and the Engine is functional. This feature is helpful in the event of power loss or rebooting by someone who has little knowledge of the applications that need to be started.
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10. Can we load our own AntiVirus software?
You should always check with Milsoft personnel before loading ANY software on the system. However, we do support and recommend using Norton Corporate AntiVirus. Your IT personnel can uninstall the stand-alone Norton program (if that is what your company uses) and install Norton Corporate.
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11. We have a customer who had an outage earlier that we marked for callback. The customer called us to complain that we keep calling and hanging up. Why is the system doing this?
This is usually the result of a TeleZapper or other device installed on the customer's phone line that can detect automated calls. Our IVR system uses the same telephony standards as the rest of the industry, and therefore, our automated callbacks are detected by these devices, then the call is terminated on the customer side. Since we make 10 attempts to call a customer back, unfortunately yes, this would result in multiple hang-up calls.
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12. What should I do if the Porche Engine stops taking calls or locks up?
Exit the program. If you can't exit, use the Ctr-Alt-Del keystroke to bring up the Task Manager and end task the application. Then, run Engine 2002. If you get the same result, exit the program and restart the computer. If you have the same result after restarting, please contact Milsoft tech support.
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13. I don't think the database is getting updated.
Non-SEDC customers: If the Database Build program is set to auto-update, check to see if the database file is in the right path. The path, file name, and file structure cannot be changed. Check the psidatabase program to make sure that Day and Time schedule are enabled. Make sure PSIdatabase.exe is running.
If you're using manual build: Make sure that the structure of the database has not been modified.
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14. I am having problems installing the Customer Notification software onto a new client machine. I installed the program successfully and entered the serial number and host IP address the first time I ran the software. When I ran the program a second time, I was prompted to enter the serial number and host IP again.
Customer Notification must be installed by an Administrator. Log off of the client and log back in as Administrator. Re-install the program, selecting full install.
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15. How do I request custom changes to the IVR system?
The easiest way to request changes is to download a Change Order Request form from the Milsoft IVR Downloads page. Email or fax the completed form to your technical representative, being sure to include your name, utility, and the details of the request. We will carefully review the request, document any necessary requirements or costs, and return it to you for final review. If you approve, we will move forward with the change. If we receive a request that we feel would be beneficial to other users, we may decide to include it as an enhancement in a future release.
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16. Voice recognition is not working after I reboot. How do I fix this and why does it happen?
The software that processes voice recognition is named Nuance, and Nuance services must have enough time to initialize before the Engine can be started and used. Depending on the type of Dialogic card in the IVR system, we can automate the startup process so that the Engine is in a startup folder, allowing Nuance enough time to get started before the Engine finishes starting. However, this solution doesn't work for all configurations; therefore, it’s best to give the system about 2-3 minutes after reboot before trying to start the Engine.
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17. We shut down our network to fix some problems. We also had to unplug the network cable from the IVR system. Once the problems were fixed, we started getting complaints that the IVR stopped recognizing voice response.
When the network is unplugged, Windows looses the IP address and the Engine can no longer establish a connection to Nuance service. The engine must be restarted or the computer rebooted.
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18. My screen doesn't show any records, and the other Dispatcher’s screen shows a lot of records. Why aren’t the records showing up on my screen?
This is usually the result of District Filters being unchecked on the remote that cannot see the records.
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