A few of our most commonly reported problems take the form:
I called the autoattendant main number and it did not answer (or
answered and immediately disconnected).
or:
I called the {autoattendant,voicemail} and pressed some digits
and nothing happened.
These usually turn out to be some missing capability in the UA of the
caller. The capability might be something basic like not supporting
2833 DTMF transport, or it might be not supporting the SIP REFER method
(so that transfer functions don't work).
I'd like people to think about these failures and come up with ways we
can enhance our interactive applications to do some more immediate error
reporting.
For example - if the callers UA does not claim to support REFER and they
select a function in an application that is supposed to initiate a
transfer, the application should play an audio message like: "the
transfer you selected can not be completed because the system you are
calling from does not support transfer". At the very least it will be
easier for the user to make a better bug report.
If the caller does not support 2833 and we need to collect DTMF, they
should get an audio message explaining that the system they are calling
from is not compatible instead of just sitting there waiting for
something we're never going to get.
We've had a lot of bug reports over the years that would have been
eliminated, sent to someone UA vendor, or at least clearer if we had
provided some feedback other than disconnecting.
Thoughts?
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