Caller suddenly gets thrown to another mailbox!

[jivago]

REPOST:

 

Using IVM v2.41. Dell GX280 3.4 Ghz, 512MB, 80 GB SATA Win XP SP2 (all updates), 2 line CallURL board.

 

Used in a university research project. Participants call in to report child behavior issues.

 

We have callers making long messages (5 to 20 minutes). most will be 5 or 8 minutes, but 10 or 20 minutes are not uncommon. Several times a message will suddenly go to another box, mid-message.

 

So a caller will press for their mailbox, be talking for 5 minutes, then suddenly hear a "please leave your message after the beep". Then they are recording in another mailbox. So if they were recording in box 4, suddenly they'll be in box 5 (or whatever). When you look at the two boxes, the first portion is in one, the second in the other.

 

It doesn't seem to happen at a set interval, 5 minutes mentioned above was just an example. It doesn't always go to the same box, the only pattern we can see is that it goes up in number.

 

Note: The caller did *NOT* press the key that the log said they did. This has happened many times. It's possible that it happened once or twice, but the system appears to misinterprete something as a key press.

 

The callers are using cell phones (mostly).

 

What setting may be of issue with in the software, and what settings may be of issue in the callurl hardware? We are in Florida USA.

 

I looked at the manual for each and there seems to be nothing that pertains to this problem.

 

Can somebody help?

 

"

07:47:08 xxx-xxxx Unavailable [Answered]

07:47:09 Answered line [2 "xxx-xxxx"] call number [889] cid [unavailable] did[Addr2] drn[0 (0ms)]

07:47:09 Play file: C:\Program Files\NCH Swift Sound\IVM\OGMs\OGM 1.wav

07:47:17 Caller pressed key [3]

07:47:17 Command - Leave Message

07:47:17 Leave message for mailbox:Mailbox 3

07:47:17 Play system prompt: LeaveMessage

07:47:19 Play system prompt: RecordTone

07:47:20 Recording File: C:\Program Files\NCH Swift Sound\IVM\MailBoxes\Mailbox 3 ICM000526.wav

07:47:31 Caller pressed key [1]

07:47:31 Play system prompt: RecordTone

07:47:31 Recording File: C:\Program Files\NCH Swift Sound\IVM\MailBoxes\Mailbox 3 ICM000526.wav

07:48:11 Caller pressed key [8]

07:48:11 Command - Leave Message

07:48:11 Leave message for mailbox:Mailbox 8 other callers

07:48:11 Play system prompt: LeaveMessage

07:48:11 Sending message to folder: C:\Copy of Messages

07:48:11 Compressing message for upload

07:48:11 Convert Wav File Format

07:48:11 Uploading to server: ftp.xxxxx.xxx