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AMA-CUCM Troubleshooting: Best Practices for Reading Trace Files

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Beginner

Report for IVR usage

Is there a way to generate a report on IVR usage for a number?  Historically our mainline went directly to an operator who routed calls manually.  Recently we put a recording in with a few IVR options to better help callers self-serve to get to the right department.  Some folks here are not convinced that outside callers actually use it so if there is a way to show statistics on this that would be great.  We are on CUCM 12.0.1

 

Thanks!

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Hall of Fame Community Legend

Re: Report for IVR usage

Hi there,

 

If you are running Unity Connection have you tried looking at the built-in Call Handler Traffic Report?

Via> Unity Connection Serviceability> Tools> Reports> Call Handler Traffic Report

 

It will provide all the Key press activity/routing info. to prove/disprove the callers usage.

 

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/serv_administration/guide/10xcucservagx/10xcucservag050.html

 

Cheers!

Rob

4 REPLIES 4
Hall of Fame Cisco Employee

Re: Report for IVR usage

And exactly what are you using for the IVR?

HTH

java

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Beginner

Re: Report for IVR usage

Sorry for such a slow response I didn't get notified of a reply to this.

 

It is being used when people call our mainline to get routed to the appropriate department.  We have never used IVR in any fashion before so management is curious about how outside callers are using it.

Highlighted
Hall of Fame Community Legend

Re: Report for IVR usage

Hi there,

 

If you are running Unity Connection have you tried looking at the built-in Call Handler Traffic Report?

Via> Unity Connection Serviceability> Tools> Reports> Call Handler Traffic Report

 

It will provide all the Key press activity/routing info. to prove/disprove the callers usage.

 

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/10x/serv_administration/guide/10xcucservagx/10xcucservag050.html

 

Cheers!

Rob

Beginner

Re: Report for IVR usage

I will check this out

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