Bhoward48

I have IVM version 3.07 that works fine. We needed to upgrade hardware (computer and telephony card). The old sytem is still operational - no failures. The IVM instructions say that to transfer the software we should save a copy of the subdirectory and copy it over to the new computer. I have done that and it appears that all is okay (operates and is registered/licensed) but during the handling of a call there are errors that pop stating that a prompt is missing and to refer to settings > prompts. The prompts are missing from the system on the new computer. Looking at the old computer the prompts are all there. The error references subdirectories in My Documents that don't exist on the old computer so I can't "copy" anything over. We are a small underfunded not-for-profit and a software upgrade is not in the current budget. Obviously that would be the easy fix but we are broke. The existing version works well for us and our program is very small and limited to a couple of prompts and a call transfer feature to a live emergency screener to help the caller. As I said - I have the old one still running and would be able to retrieve any files or go thru any process needed to "get" the transfer done onto the new computer. Can anyone assist - especially someone that has actually done a complete transfer (without an upgrade) from old hardware to new. Thanks in advance for your help.

Thanks for your help. I do believe I understand the confirm transfer as we had that working at one time. The problem I have now is that I can't get the setting to do it again. Right now when I set the transfer protocol to confirm it dials the number and the plays the message to the incoming caller rather than the person being called. What have I done wrong? I like the idea of shortening the query so the 5 attempts take only 10-12 seconds before fail as that would prevent going to voicemail, etc. If I can get the confirm part to work again I will try it. Any ideas about the setting for letting the software control the hand off - like failing after 15 seconds if no answer? Thanks again for your help. This volunteer work is getting complicated.

Hello all: First, thank you to anyone who takes the time to help me out. I am a volunteer at a Not-for-profit in the US in Rochester NY serving an at risk community. We are using the IVM to tend to calls after hours to reduce (or eliminate) the need for a human answering service. We have purchased the software (version 3.07) in November of 2006 and have been phasing in its use. We only use the sytem when the office is closed. We have all our OGM's set up including a prompt to "Press 1" if this is an emergency need and you will be connected to a person that can help. We set up a blind transfer and that would send the call to our human operator answering service and they would screen the emergency and implement the needed actions. We have now assembled a group of volunteers to screen these calls and wish to transfer the caller to the volunteers cell phone. So far so good, blind transfer works fine. The problem is that we need a "backup" in case the volunteer called doesn't pick up the call (let's say in 15 seconds) then we want to transfer to another volunteer and another, etc. I'm sure you understand. The blind transfer obviously won't work here because the IVM hands off the call not knowing if answered or accepted and loses control. I have tried every combination of settings under confirmed transfer and answer detect rather than blind transfer. I think I am missing something basic. I can't get either of them to work (now). At one point I got the settings so the call would transfer and ask the transfer receiptent to accept or not and then it would go to the next number. Now I have lost that ability as well. That wouldn't work well for us as a backup because what I really want is if first number doesn't answer the call in 10-15 seconds, the transfer to the second and if then fail transfer to the third, etc. The call confirmation part now plays the auto message about "This is a call from the IVM..." to the incoming caller (who knows how I made that happen ) I have clicked on the answer detect setting and set it for the software to do the detection but no combination seems to work. We are using a Dialogic D/21H telephony card. I assume because the blind transfer works fine that it isn't a TAPI issue or a hardware failure. However, is it possible that the hardware needs some setting change to allow "software" to control? Or is there some other "general" seeting that I am missing. Thank you for helping and I am sorry I was so long winded but I wanted you to have as much information as possible. Best regards, Barry Howard BHoward48@aol.com