Gathering data on which menu option a caller pressed

[g.kwait]

I am going to be implementing an auto-attendant of sorts. The call center director wants to keep track of which menu options callers are choosing. I didn't find anything natively in CRS and was wondering what others do in this situation? I thought about putting a DBwrite step at the beginning of each option, but that just makes reporting a nightmare. Any suggestions are greatly appreciated.

[jotiso]

The CCDR table in the CRS has 5 custom variable fields for use as needed. These fields can be updated with strings that indicate your "exit points".

The Set Session Info step is used to expose these attributes and they are written to the DB table at call leg completion. Each call leg will have a record with a unique sequence number.

For example:

Session1 sequence 0 - ICD call to agent1.

Session1 sequence 1 - Agent1 tranfers to CRS Route Point and caller is redirected to extension 1000.

The description for how each record/sequence number is written to the DB table is in the Understanding HR guide:

Understanding HR

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/

english/admn_app/hist_rep/index.htm

Here are some more HR related docs:

Schema Doc

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/

english/admn_app/schema/index.htm

Creating custom reports:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_programm

ing_reference_guide09186a00801bbed0.html#1021938

Please look into this info and the description of the steps in the step reference guide and let me know if you have any questions.

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/

english/admn_app/step.pdf

NOTE: You may want to check the contents of the custom variable when the CRS receives a call (Get Session Info) and write it to a local variable.

This will allow you to add a delimiter, then append the new exit point to ensure that you don't lose previously written data.

[jotiso]

The CCDR table in the CRS has 5 custom variable fields for use as needed. These fields can be updated with strings that indicate your "exit points".

The Set Session Info step is used to expose these attributes and they are written to the DB table at call leg completion. Each call leg will have a record with a unique sequence number.

For example:

Session1 sequence 0 - ICD call to agent1.

Session1 sequence 1 - Agent1 tranfers to CRS Route Point and caller is redirected to extension 1000.

The description for how each record/sequence number is written to the DB table is in the Understanding HR guide:

Understanding HR

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/

english/admn_app/hist_rep/index.htm

Here are some more HR related docs:

Schema Doc

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/

english/admn_app/schema/index.htm

Creating custom reports:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_programm

ing_reference_guide09186a00801bbed0.html#1021938

Please look into this info and the description of the steps in the step reference guide and let me know if you have any questions.

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/

english/admn_app/step.pdf

NOTE: You may want to check the contents of the custom variable when the CRS receives a call (Get Session Info) and write it to a local variable.

This will allow you to add a delimiter, then append the new exit point to ensure that you don't lose previously written data.

[g.kwait]

Thank your for the quick response. Unfortunatly I am a little lost. I think I understand the concept, but not the execution. Do you have a sample script, or something I could look at?

Thank you.

[jefflock1]

I'm in the same situation. Unfortunately I'm using IPCC Express so I cannot use a method suggested to me in another post with the calltype.