Plum DEV Reference Manual

Plum DEV v. 3.0

© 2013 Plum Group, Inc. All rights reserved.

Using the Plum DEV Site

Changing Your Account Password

To change your account password, click Account Settings to bring up the drop down menu for account settings options and click on "Change Password".

Once you click on "Change Password", you will be prompted to enter your Current Password, the New Password you desire, and the New Password again for confirmation. Once you are finished entering your new password, click on Save.

Assigning an Application to a Phone Number

To assign an application to your phone number, click Applications to bring up the drop down menu for application settings and click on "Application Configuration".

From there, click on "Edit" for one of your phone numbers.

Once you click on "Edit", you can choose the ASR Engine, TTS Engine, and the Application Source. Depending on your Application Source, you can then enter a Remote URL, Scratchpad, and Pre-Built Application for your number.

For the ASR Engine, you should only select Nuance OSR 3.0 as the ASR Engine for your application. Note: For UK numbers, only Nuance OSR 3.0 is available as an option.

For the TTS Engine, you can select AT&T Natural Voices 1.4, AT&T Natural Voices 1.4 (Beta), Cepstral Swift 4.1, Nuance RealSpeak 4.0, and Nuance RealSpeak 4.0 (Beta) as options. For production applications, we highly recommend that you only use AT&T Natural Voices 1.4 and Nuance RealSpeak 4.0 for your TTS Engines. Note: For UK numbers, only AT&T Natural Voices 1.4, Cepstral Swift 4.1, and Nuance RealSpeak 4.0 are available as options.

For the Application Source, you can select Remote URL, Scratchpad, and Pre-Built Application as your options. For Remote URL, you would enter the URL of your application in the textbox that's provided. For Scratchpad, you would select the scratchpad of your choice from the drop-down list of scratchpads you have created. For Pre-Built Application, you would select the pre-built application of your choice from the drop-down list of pre-built applications you have created.

Once you have chosen all your settings, click on the Save button and you should be all set to dial into your application.

Pre-Built Applications

Pre-built applications are customizable predefined phone applications that allow you to manage prompt audio files, web services and various aspects of the call flow.

To begin creating your pre-built application, click Applications to bring up the drop down menu for application settings and click on "Pre-Built Applications".

From there, enter the application name in the textbox, select the pre-built application template from the drop-down menu, and then click on the Create Application button. You should see your new application added to the Applications table below. Click edit to begin configuring the pre-built application.

This should open a new window with a list of instructions for the Pre-Built Application on how to configure the call flow, configure the error handlers, review the audio configurations, and integrate your data. This should look similar to the following:

Click on the Callflow tab to begin configuration of your call flow. In this menu, you can configure each call flow element by changing the text prompt that is played or uploading an audio file to be played in place of the text prompt.

Once you are finished making your configurations to the call flow, you can click on the Error Handlers tab to configure the error handler messages that get played during specific events in the call flow. Clicking the 'technical difficulties', 'nomatch', and 'noinput' elements will allow you to change the text prompt that is played or upload an audio file to be played in place of the text prompt. Additionally, for the 'error' error handler, you can configure a number for which the application can be transfered to when this event occurs, if desired. Clicking 'Enabled' will allow you to add the setting for any 0 input to transfer the caller to an operator. You can further configure this option by clicking 'operator' to set the text prompt or audio file which will play for this prompt and clicking 'operator transfer' to set the number in which the application will be transfered to.

After configuring the call flow and error handlers, you can click on the Audio Manager tab to see all the audio files that have been uploaded for your application.

If the prompt has a caution symbol next to it, that means no audio file has been uploaded for that prompt. Clicking on Edit allows you to upload a different audio file for your prompt and change the text that gets played if no audio file is uploaded. Clicking on the Play button allows you to listen to the audio file that was uploaded for your prompt. Clicking on the Delete button allows you to delete the audio file that was attached for your prompt.

Once you have finished configuring your audio files, you can click on the Data Source. From there, you can choose to use a Remote WSDL URL or use the Plum Default Data. The Plum Default Data serves as sample data to test the Pre-Built Application when you call into it.

Once you have entered a valid WSDL and clicked "Save" to assign the WSDL to your application, you have finished completing your pre-built application and can now assign it to one of your phone numbers.

Looking Through Call Logs

When looking through the call logs, you can choose to view recent call logs, current call logs, session logs, and error logs.

To view recent call logs, click Call Logs to bring up the drop down menu for call log settings and click on "Recent Calls".

When looking at the recent call logs, by default, you can see the logs for any calls that occurred in the last 5 days in descending order from the most recent. You can set three filters in this menu: Sart and End date (within the last 5 days) to specify the time interval for the shown call logs, number of rows per page (Show x entries) drop down menu, and you can search the recent call logs by typing in the desired Phone Number or Caller ID in the 'Search' textbox.

To view the contents of a recent call log, you can click on View Log for one of your recent call logs. Once you click on View Log, you would be able to see the contents of your call along with all of the call's behavior.

If there are any current calls into any of your phone numbers, you would be able to view their logs in real time by looking through the current call logs.

To view current call logs, click Call Logs to bring up the drop down menu for call log settings and click on Current Calls.

To view call session logs, click Call Logs to bring up the drop down menu for call log settings and click on "Session Logs".

For Session Logs, you can view the raw access logs for all of your phone numbers (including all phone types: inbound, outbound, and call transfers). When viewing session logs, you can enter criteria for which logs you would like to view. There are two types of criteria when searching for session logs: aggregate session logs and daily session logs.

For Aggregate Session Logs, select the phone number (or All Phone Numbers) along with the start date and end date. Once you finished setting your options, click on View Log to view your session logs. For Daily Session Logs, select the phone number and date of the log you want to view.

From the session log, you would see the following information:

calltype ANI channum [timestamp] DNIS sessionID callStart callEnd callLength

For Error Logs, you can view the cumulative errors that have occurred for each of your calls, allowing for debugging and troubleshooting when callers report issues. When viewing error logs, you can enter criteria for which logs you would like to view. There are two types of criteria when searching for session logs: aggregate error logs and daily error logs. To view the Aggregate Error Logs for one of your numbers, select a number from the drop-down menu, select a start date and end date, and click on View Log to view the log. To view the Daily Error Logs for one of the your numbers, select the number from the drop-down menu, select the date, and click on View Log to view the error log for that day.