Trace call handler caller input?

isteam · ‎05-10-2007

Hello,

I have an auto attendant with menu options 0, 1-4, and the ability to press # to transfer to another extension.

Very frequently people are trying to access an internal extension and ending up at the wrong place, which happens to be one of the menu options. I feel there is a possibility of user error, but have no way of proving it without a log of what was pressed to get to the extension.

Is there any way to trace this in the Unity call handler?

Thanks,

-Matt

MikeTomasko · ‎05-10-2007

You can go into Unity, go to System Reports and run a Call Handler Traffic report.

What you may also want to do to avoid misdials is "unlock" the number for the menu option that overlaps your extensions. Most likely you have the key set to "Lock this key to this action". That could save you years of headaches and complaints!

isteam · ‎05-10-2007

I think you've hit the nail on the head.

I went ahead and unlocked the keys so they wouldn't instantly dial, and also exposed the error messages as well so I could redirect incorrect key presses back to the same call handler. I think this will solve my issues.

Thanks!