CM 4.1.3 Auto-attendant Reporting?

Unanswered Question
Aug 3rd, 2007

I'm looking for a way to generate reports on how frequently my AA options are being used. IE: How often in a given time period did someone press "4" to be transfered to the "Pricing" hotline.

Any help is welcome.



I have this problem too.
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mciarfello Sun, 08/05/2007 - 20:07

...Automated Attendant is on Unity by the way. Anyways. A client asked this just the other day. Couple of theories I had. We haven't tried any of them yet.

CDR report on the extension that is being dialed by the AA. What extension is tied to option "4"? Not perfect, especially if someone wants to or frequently dials that extension. But he calling number should be one of the VM port extensions to know your AA made the call.

Move the AA to IPCC premium. Everytime someone presses an option, write that entry to an SQL database. You can put other fields in there too such as time and date, original calling number, etc. This is more work, but an EASY report to generate and look at.

I vaguely remember there might be some reporting in Unity with respect to call handler usage. Play around in the Unity reports.

Let us know how you made out.


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