Hello,
I want to do is to capture the ivr step values in UCCX 12.x which caller has selected OR i can say is i want to know which DTMF buttons pressed by caller. Overall is to analyse caller journey on IVR at end of the day / week / month.
Suppose i have IVR where i greet customer at Welcome step then announce Language selection on Step-2 and then announce MainMenu at step-3 and agent transfer at step-4.
Scenario-1: if customer dropped the call on mainmenu then i should able to capture welcome,language selected,mainmenu
Scenario-2: if customer call routed to agent then i should able to capture welcome,language,mainmenu,agenttransfer
After this write to SQL database.
Anyone has done this before i am trying to achieve but not working out.
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regards, Ritesh Desai