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Caller Input Logs

Is there a way to tell what buttons a caller pushed after the call has connected to the UCCX system?  We have a call center, and we transfer people to a 3rd party via pressing number 2.  Is there a way to see if someone is pressing the right buttons through CDR?  If not CDR, then where?

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1 ACCEPTED SOLUTION

Accepted Solutions
VIP Rising star

There is one possibility that

There is one possibility that you can capture the DTMF Events using IOS Commands.

If calls are coming from Outside (PSTN) via s Voice Gateway you can setup dtmf method SIP NOTIF / RTP NTE in dial-peers.

Refer this blog https://anetworkerblog.com/2011/02/06/dtmf-on-voip/

If SIP NOTIFY/INFO, you can capture same via the CSIP Messages

If RTP NTE you can use command debug voip rtp session named-event will show when call is active to find out the digits entered.

Alternatively you just need to extract the SDL from RTMT and use Translator to analyze the call and find the Digits Entered. 

Here I havd Shown an Example using H245-alphanumeric dtmf method between CUCM and Voice Gateway. Call land to UCCX Script.

https://supportforums.cisco.com/document/13098596/how-extract-userinputdtmf-cucm-traces-h323

Please Rate if found User Full !!!!

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8 REPLIES 8
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VIP Advisor

CUCM, no, it does not keep

CUCM, no, it does not keep historic logs that contain just dtmf. the only place where you could find this is in detailed call traces, that you can obtain through RTMT.

Please remember to rate useful posts, by clicking on the stars below.

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VIP Advisor

As Dennies mentioned, you can

As Dennies mentioned, you can obtain this only through RTMT only if you are using out-of-band DTMF relay. If you are using RTP-NTE then CUCM will try to insert MTP because UCCX uses SCCP integration. If MTP is present then you can't find the digits without enabling debug voice rtp session named-event

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Alright, I am going to try

Alright, I am going to try out what Deepak said.  The RTMT part of it I'm still not clear what you are suggesting I do to it in order to acquire the information.  I will let you know how it turns out.

Thank you!

Highlighted
Cisco Employee

You simply need to download

You simply need to download RTMT plugin from UCCX, install the same and then download Cisco Unified CCX Engine logs for the time period in question (in case you want to check logs for a call that happened in the past which you are not able to find using CLI). It is similar how you do it for CM traces using RTMT

Regards

Deepak

Highlighted

Ok, great.  I have never done

Ok, great.  I have never done that before in RTMT.  Can you easily guide me or point me in the direction that can tell me what report I'm pulling that will give me that information?  Thanks guys!

Highlighted
Cisco Employee

Yes, you can definitely see

Yes, you can definitely see what numbers had been pressed once the call hits UCCX script. Refer below post from Anthony that talks about doing this in real time using UCCX CLI. In case, you want to look for a call in past time then you can collect Cisco Unified CCX Engine logs using UCCX RTMT, search for calling number and then find the associated TaskID and search the executed steps that will tell about any DTMF as well pressed during the script execution

https://supportforums.cisco.com/document/13050181/uccx-viewing-executed-script-steps-cli

Regards

Deepak

VIP Rising star

There is one possibility that

There is one possibility that you can capture the DTMF Events using IOS Commands.

If calls are coming from Outside (PSTN) via s Voice Gateway you can setup dtmf method SIP NOTIF / RTP NTE in dial-peers.

Refer this blog https://anetworkerblog.com/2011/02/06/dtmf-on-voip/

If SIP NOTIFY/INFO, you can capture same via the CSIP Messages

If RTP NTE you can use command debug voip rtp session named-event will show when call is active to find out the digits entered.

Alternatively you just need to extract the SDL from RTMT and use Translator to analyze the call and find the Digits Entered. 

Here I havd Shown an Example using H245-alphanumeric dtmf method between CUCM and Voice Gateway. Call land to UCCX Script.

https://supportforums.cisco.com/document/13098596/how-extract-userinputdtmf-cucm-traces-h323

Please Rate if found User Full !!!!

View solution in original post

Highlighted

AH HA!  That translator tool

AH HA!  That translator tool was EXTREMELY helpful, and free.  It told me what keys were pressed which is what I needed.  It also helped with another issue I was having of determining when someone is pressing their softkey speed dial to initiate a call.  This was very helpful.  All of you helped me get there honestly.  This one hit the nail on the head and more though.  Thank you!

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