Our customer needs a custom report which will give us all the steps entered in the IVR and call duration. We know this call duration is in the CUIC reports but they want to see this data in the custom report and how can we get this call end time information from IVR to an external database ? We can do this with linked server sql query or ETL but what we want to learn is that if we can get this info via IVR step since the customer does not allow us implementing a linked server from SQL to Informix due to global policy ?
thanks alot for your kind answers in advance
Sorry for the late response, yes we can transfer the data from the IVR to custom databases via the methods you mentioned and also it is an issue putting a transfer method to all places in the IVR and make the system complex but we need to do this since the customer requests it. But here what I wanted to learn is that can we learn and get the time the agent ends the call after talking to the customer or not ? We can learn which agent gets the call but no idea when the call ends. It can be difficult,I think.
thanks for the response.