I am using cisco UCCX and CUCM version 8.5. in which i have deployed one main IVR with Unified CM Telephony Trigger 1124 in which IVR goes into different options (e.g press one for new orders etc) before the call lands on a particular CSQ. My client now wants a feature in reporting to see traces that from a particular CLI which options are being pressed or say how many callers reaches or press different options (e.g new order 1 and then goes to agent or how many callers reach option 2 (say listen details) and before landing on any queue dissconnects the call. in historical reporting it shows the total calls on 1124 and the CSQ status. Please suggest a way i can do that.
your co-operation in this matter will be highly appreciated.
This is commonly asked on the contact center forum and the most common answer is to do this by setting variables and then looking CCDR report. Here is similar thread (there are many more):
This is commonly asked on the contact center forum and the most common answer is to do this by setting variables and then looking CCDR report. Here is similar thread (there are many more):
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