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New Member

How to trace customer choices on IVR tree

Hi,

Could any one suggest me that how can i check the choices that customer picks on IVR script, i have the CLI number of customer with me.

I want to verify that customers are sent to the right queue or not depending on their choice

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Accepted Solutions

Re: How to trace customer choices on IVR tree

You can see DTMF input in MIVR logs.

Here's an example of a Get Digit String followed by the caller entering a PIN number followed by pound.

14006698: May 12 19:52:22.518 EST %MIVR-ENG-7-UNK:Execute step of Task 34000037178 : CED = Get Digit String (--Triggering Contact--)

14006699: May 12 19:52:22.642 EST %MIVR-SS_TEL-7-UNK:CallID:37208 MediaId:15727018/3 Task:34000037178 Digit received: 1

14006700: May 12 19:52:22.959 EST %MIVR-SS_TEL-7-UNK:CallID:37208 MediaId:15727018/3 Task:34000037178 Digit received: 2

14006701: May 12 19:52:23.202 EST %MIVR-SS_TEL-7-UNK:CallID:37208 MediaId:15727018/3 Task:34000037178 Digit received: 3

14006702: May 12 19:52:23.437 EST %MIVR-SS_TEL-7-UNK:CallID:37208 MediaId:15727018/3 Task:34000037178 Digit received: 4

14006703: May 12 19:52:23.727 EST %MIVR-SS_TEL-7-UNK:CallID:37208 MediaId:15727018/3 Task:34000037178 Digit received: 5

14006704: May 12 19:52:23.993 EST %MIVR-SS_TEL-7-UNK:CallID:37208 MediaId:15727018/3 Task:34000037178 Digit received: #

Anthony Holloway

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Anthony Holloway

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7 REPLIES
New Member

How to trace customer choices on IVR tree

Hi Muhammad,

You can use a custom variable for this.

for example: use customvariable1.

If your IVR depth > 1 (for example, step 1: caller must select language; step 2: caller selects product ...), you can create a String variable, let's say, strChoice.

- initiate: strChoice = "" (NULL)

- at every IVR step: set strChoice = strChoice & userInput (userInput is the variable to store the user's input)

                    assign strChoice to customvariable1

when you want to make the check, just run the report based on customvariable1. Or query the UCCX historical DB directly (contactcalldetail table) with "originatorDN = your customer number"

If you want to check the choices in the calls that have been already made and done, I don't know any ways to do it

Cheers,

hoanghiep.

Re: How to trace customer choices on IVR tree

You can see DTMF input in MIVR logs.

Here's an example of a Get Digit String followed by the caller entering a PIN number followed by pound.

14006698: May 12 19:52:22.518 EST %MIVR-ENG-7-UNK:Execute step of Task 34000037178 : CED = Get Digit String (--Triggering Contact--)

14006699: May 12 19:52:22.642 EST %MIVR-SS_TEL-7-UNK:CallID:37208 MediaId:15727018/3 Task:34000037178 Digit received: 1

14006700: May 12 19:52:22.959 EST %MIVR-SS_TEL-7-UNK:CallID:37208 MediaId:15727018/3 Task:34000037178 Digit received: 2

14006701: May 12 19:52:23.202 EST %MIVR-SS_TEL-7-UNK:CallID:37208 MediaId:15727018/3 Task:34000037178 Digit received: 3

14006702: May 12 19:52:23.437 EST %MIVR-SS_TEL-7-UNK:CallID:37208 MediaId:15727018/3 Task:34000037178 Digit received: 4

14006703: May 12 19:52:23.727 EST %MIVR-SS_TEL-7-UNK:CallID:37208 MediaId:15727018/3 Task:34000037178 Digit received: 5

14006704: May 12 19:52:23.993 EST %MIVR-SS_TEL-7-UNK:CallID:37208 MediaId:15727018/3 Task:34000037178 Digit received: #

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.
New Member

How to trace customer choices on IVR tree

I learnt something from Anthony, again!

How to trace customer choices on IVR tree

Great, if you could just mark this thread as answered then.  Take care.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.
New Member

How to trace customer choices on IVR tree

Thanks Anthony..

i am new to Cisco UCCX, can you also please help me to find MIVR logs, or if possible send me the link that i can follow. Thanks

How to trace customer choices on IVR tree

You will need to download the Real Time Monitoring Tool (RTMT) from UCCX AppAdmin, log in with your Application user account created during installation (no end user logins), and then use the Trace and Log Collect feature to collect the UCCX Engine logs.  Those are known as MIVR logs.

Documentation on RTMT can be found here:

http://www.cisco.com/en/US/customer/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.
New Member

How to trace customer choices on IVR tree

Thanks Anthony..

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