If the caller in the queue (so there is a self service: all agents are bussy ...). and while it is in the self service, then I need also to give an announcement and give option for caller to enter 1 or 2, so I need to capture what the caller entered and write the value in external Database.
This to be done at ICM side or at IPIVR side? Or part here and part here? (For example, capturing what caller entered during the self service to be at IPIVR and to be passed for ICM, while writing it to the Database to be at the ICM script and via the AG (Application Gateway) and ODBC?