CDR - Anyway to identify Options Selected on IVR?

[rossporubski]

Another one I'm uncertain of.

A request was made to identify if a call was made from a certain number on a certain date. I ran the CDR and was able to identify the number and the exact time of the call and what line it came in on.

Here's the part I'm investigating......

The manager said the caller asked about a virtual tour. The manager asked the caller how she heard about a virtual tour, to which the caller advised, "while on hold". The manager asked me if I could identify what line the call came in on and what prompts were selected in order to get to her queue. She wants to know if there is an on-hold message identifying a virtual tour. I checked all of the prompts and the MOH and none of them identify a virtual tour in the recordings. In the CDR data I don't see any way to identify which prompts were selected.

Is this even possible?

Thanks to all in advance for any help.

[Brandon Buffin · Accepted solution]

Likely not for a historical call unless you have configured the option in the past. Take a look at this post.

https://supportforums.cisco.com/discussion/11387826/uccx-menu-option-statistics

Brandon

[rossporubski]

Ok, I figured there was no baked in functionality and it would require a custom report. Thank you

[Deepak Rawat]

Ross, if it is for a one off call you want to know this then you can collect Cisco Unified CCX Engine (MIVR) logs from RTMT that will allow you to find all the steps executed in the script that will guide you in the right direction. Below are the steps to find the executed steps:

1) Search for cgn="12345678" Replace 12345678 with actual calling number

2) Look for call.received event then which will give you the implID

3) Now search using the implID and look for Call.Associated even and just below that you should find the Task ID

4) Now search using this Task ID. To be more specific, search using the string Execute step of Task "Task ID" that you got in step 3

This will show you all the steps executed in the script be it the original or a subflow in case the call is sent to some other script which might had play the Virtual Tour greeting.

Regards

Deepak