How to track (report on) microapp usage (CED)

[Luis Yrigoyen]

I use a Menu microapp to queue callers waiting to talk to certain agents.  The Microapp is configured like so: VRU Script Name= (M,XXX_AgentQueue), Config Param= (#,Y,2,1,1) and Interruptible is checked.  The file plays for about 1 minute and it gives the option to leave a voicemail.  If the caller presses # the call de-queues and it gets sent to a Dynamic label corresponding to the agent's voicemail box and they don't press anything it loops until the caller hangs up, chooses to leave a vm or the agent becomes available (picture attached).

I did it this way to free up IVR ports (I used to call a CVP app before).

Questions:

Aside from adding a couple of Call Type on either side of the microapp; how can I report on calls going in and out?

How can I tell how many people are pressing the # inside the Microapp?

Is this done right?

thanks

[Abu Hadee]

Hi

Setting a different call type right before dynamic label is easiest way to run report of call going to voice mail. But I've seen some other customer using a icm call variable. And run some custom report based on the variable. Because they didn't want to modify the call type at all.

I can't think of anything else at the moment.

Thanks

- abu