We love the IVR application development process. Voxeo also prides ourselves on offering not only the best support in the business, but in any business. If you are having problems with your VoiceXML/CCXML/CallXML code, then we'd like to help you fix it, and sooner rather than later. Unlike other providers, we offer comprehensive, 100% free technical support to all comers. Because we like to nurture the development process, and help people write the best IVR applications possible, you can even bring us code from another platform provider, and we will help you fix it, with no questions asked! All we ask is that you take a moment, and review our support guidelines below, which will help us give you the technical advice and answers that you need, with as little delay as possible.
Support Channels
So, how can you go about getting help from our Support team? Production customers can call us anytime, anywhere via our 24/7/365 support hotline, but 'trial' developers can still get our attention, too. If you have a technical support inquiry, or have a problem of any kind, we suggest that you first check our Developer Forums to see if someone else has already asked the same question. Iif you can't find the answers you are looking for, then you have a number of options for getting us to help out:
If you have a code-specific problem, ("My app isn't working!"), then it's advised that you open up an account ticket to ensure that your request does not get lost. Unlike requests sent to us via email, the creation of an account ticket sends an alert to everyone at Voxeo, and leaves little room for a request getting overlooked. When requesting application-specific assistance, there are a few things that we need to know in order to provide the fast, fast service we are known for. Check our 'Support Practices' section below for details.
If you have a general question, ("How can I do ____"?), maybe want advice on best coding practices, or have a feature request, we ask that you post to our Developer Forums. We like to see knowledge propagate to as many people as possible, so posting to a public forum lets our entire developer community share the wealth.
You might even be curious as to what sort of pricing we offer for production deployments, or add-on services, ("How much does ___ cost?"). If you want to start moving on a commercially-deployed application, Voxeo support is certainly here to help, however; for pricing information we advise that you send an email off to our Friendly Sales Team
, who will be delighted to help you plan for some live call traffic. When contacting sales, it's a good idea to include information on:
Deployment type, (callXML/VoiceXML/CCXML)
An estimate of minutes per month in call traffic,(for hosted deployments) OR port requirements, (for premise-based deployments)
Company name/email/phone number
Voxeo account username
Our sales team, like our support team, has lightning-quick turnaround times for all inquiries. Put us to the test, and you won't be sorry you chose Voxeo as your IVR platform.
Support Practices
As hinted at earlier in this document, there are somethings that you can do to help make sure that your technical problems get solved in an expedient manner. Providing us with this information up front saves you time, and helps to ensure that you aren't left hanging while we gather application-specific details
For application scoped issues, we need to gather as much detail on the problem as we can in order to help out in an effective manner. As such, it's advised that you open up our Real-Time Application Debugger, and place a test call into the app to reproduce the behavior. After placing the test call, use the 'support' tab at the top of the window to forward the output direct to our Certified Support Team. This will open a trouble ticket in your account, and will alert all members of the support team that you need assistance. It also helps us out if you include specific information as to the nature of the failure, especially including specific line numbers in the output that are relevent to the issue. It's always best to send us a single call session only; sending us the output after 10 calls to the app can produce a log file that is 5-10 megabytes, which we will need to look through and this means we can't find and help you fix problems as quickly.
Outbound dialing, and outdial tokens are not enabled for all developers. If your application requires the use of any outbound dialing, then you must request access to this feature from the support team, remembering to specify the platform type, (CallXML/CCXML/VoiceXML), that you will be using. As the outbound dialing feature is a powerful one, and can be used for unethical purposes, we place the following caveats to enabling this privelege:
Requests from developers working for a legitimate business entity will be granted outbound dialing access upon request, with no questions asked. Make sure that the email address linked to your account is from a verifiable company domain to preclude any delays in processing your request.
If you are using a VoiceXML application, you can forego the usage of the real-time debugger, and simply send us the error log that is generated from a <meta maintainer> tag in your code. This email log of your application is very useful to us when attempting to analyze and interpret call flow, variable assignation, and the like, and is the ideal diagnostic data for us to rapidly understand application-scoped problems.
Include as much information as you can describing the nature of the problem. Remember, we aren't as familiar with your application as you are, so any details that you can provide are always welcomed from the start. If your application requires several steps of authentication, prepare a simple 'walkthrough' of your application for us. For example:
"dial 407-111-2222, enter '1234' for the username, '5678' for the PIN code, choose option '1', then choose option 3, then say 'pork chops'; this is where the application throws an error". Again, providing this information, and specific line numbers in the debugger output saves us time, and consequently helps us help you in a speedier fashion.
If you are using a token initiated outdial application, it also helps us if you include an http string that we can use if we need to place test calls. To illustrate, something like what we have below would be very helpful:
If you are connecting to us via a sip softphone and having difficulties, please make sure that your client can connect to other 'test' numbers. Not all sip gateways and softphones have been tested and configured to work with the voxeo platform, and any third-party software support that we can offer will obviously be somewhat limited..but we will, as always, do our best to help resolve any probelms that we can.
Reminder: Please do not send us your JSP/ASP/PHP code; we cannot offer comprehensive debugging services for server-side markup, as this is outside the scope of the free support that Voxeo offers. If we do need to view your code, we prefer to be able to access the XML output only from a hyperlink generated in a debugger call session.
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