Tracking Options pressed by Caller in IVR

Unanswered Question
Jun 19th, 2009

How can I track for a caller, what are all the options he pressed in the IVR script and how to generate report for this? Any specific IVR/CRS scripting function is to be used?

assuming I have IPCCX 6.0 or 7.0

I have this problem too.
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ra_jeshkalra_2 Sat, 06/20/2009 - 06:58

Do u mean some customisation and integration with ext .net code is required.

I am using ipccx 7.can't I use any available Crs scripting function for this?

>customisation and integration with ext .net code is required.

No. These two are decoupled.

In the first place you need to instrument your application and use the DbWrite step to scribble the information in a row in the database - one row per call. You will probably have to catch the hangup event, and write then. In CVP they have a custom End Class that is excellent for this.

Second part - you have all the raw data in the database, and now you need to create a reporting environment. I was saying that a .NET application could do this quite well at reasonable cost.

>can't I use any available Crs scripting function for this?

Not really.

Regards,

Geoff

jmorlan Tue, 07/07/2009 - 20:14

Yes. In the script you can set the enterprise data after an option is pressed...or something happens. You can then write it to any of the custom variables, which are recorded in the CDR's.

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