Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vinod on April 21, 2008, 10:55:40 AM

Title: Need to check what options did customer choose in IVR
Post by: vinod on April 21, 2008, 10:55:40 AM

Hello All-

I need to check what options did customer choose in IVR, Can some one please help me where to search for this?

Thanks in advance!!!

Title: Re: Need to check what options did customer choose in IVR
Post by: tony on April 21, 2008, 11:14:36 AM

Hello Vinod,

Can you tell us what type of IVR it is?

Tony

Title: Re: Need to check what options did customer choose in IVR
Post by: vinod on April 21, 2008, 11:24:42 AM

Thanks for the quick response tony, it is edify ivr

Title: Re: Need to check what options did customer choose in IVR
Post by: tony on April 21, 2008, 11:44:23 AM

Hmmmm...  Intervoice... No, you've got me there, I'm afraid....

Any others want to take this one up?

Tony

Title: Re: Need to check what options did customer choose in IVR
Post by: cavagnaro on April 21, 2008, 02:56:48 PM

I have done an integration with Intervoice. Maybe it can attach the options pressed as KVP and then you can interpret them.

Title: Re: Need to check what options did customer choose in IVR
Post by: mishmosh on May 08, 2008, 06:59:59 PM

Check out clickfox.com.  I saw them at G-Force in San Antonio last week, and they do this sort of thing.  I've tried to attach KVPs at each option press (if you're still doing DTMF), but this such a reporting nightmare.  If this is something that you need to do in a hurry on an ad-hoc basis, I'm afraid I don't have any advice.  But if you're looking for a solution to do this, on an ongoing basis, meaning, this is something that your business wants/needs to know routinely, then check out clickfox.com.