IVR menu option in logs

[Integra]

Is there a log where you can see which button was pressed while the caller was in the IVR? Looking in the Activity log with it set to Verbose, I do not see this info being mentioned.

I have attached the associated call from the Activity Log if anyone can identify this information. The caller claims to have pressed both 1 and 2, but the call did not get routed to the intended extension.

 

[NikolasA_3CX]

Hi @Integra

If you have the PBX on verbose, you need to check the IVR log by downloading the support info. Specific data, like what DTMF was pressed in the IVR, is not shown in the activity log or the event log.

Also, please remove the activity log from your post as it contains information such as DID numbers, etc, that should not be public.

 

[VoIPTools]

I would typically not recommend creating a Call Flow Designer (CFD) for implementing a replacement for Digital Receptionists. But, if this is information that you will need on an on-going basis (rather than a one-time investigation) you may find a CFD is a straightforward way of logging useful information directly to a database that then can be reported on using something like Grafana or Crystal Reports, or whatever reporting tool you prefer.

It is not recommended that you leave your PBX in verbose mode indefinitely, so how long you want to collect this information, and how important it is to automate the process will drive the decision.

Also, consider the frequency of changes to your IVRs. Our IVRs have not changed in a decade, so building a replacement CFD is very feasible and reliable. But if you make regular changes to your IVRs, then you have to consider what effort that would require. You could use a database to drive the IVR menu options, but again that points to more, and more effort. So you have to decide how far down the rabbit hole you go, if at all.

 

[Integra]

Hi @Integra

If you have the PBX on verbose, you need to check the IVR log by downloading the support info. Specific data, like what DTMF was pressed in the IVR, is not shown in the activity log or the event log.

Also, please remove the activity log from your post as it contains information such as DID numbers, etc, that should not be public.

Thank you for the prompt response.

Is this the line I am looking for in terms of IVR menu option within the IVR log?

DTMF buffer:

In this case, it appears to be empty, which I gather is the log telling us the system did not register an input during the IVR prompt.

 

[TheodorosG_3CX]

Yes correct you should see the DTMF in this section.
This will indicate that DTMF is not received from the PBX.

 

[AmauryL]

Hi!

Is it possible to find this information via the API or the custom syslog server? Or do I need to build a CFD app to automatically log the user's choice?

For now, my clients use the same queue for multiple choices, so I am thinking about creating a separate queue for each choice, but this would have other consequences.

Thank you

 

[Charles_3CX]

You can see which DTMF was chosen in the 3CXIVR.log, which is found under the support info you can download after the call has ended and when the system is in verbose logging mode.

You can also use the capture, which you can start before the call and end after the call, to see the DTMF (rtpevents): https://www.3cx.com/docs/capture-network-traffic/

 

[AmauryL]

Thank you for your reply.

Yes, I understand that, but I need this information to be provided automatically, without creating a support info or putting the system into verbose mode. If someone changes that, I will lose this information.

 

[Charles_3CX]

Currently, this is not an option; this data is only available via logging.

 

[AmauryL]

Ok thank you. Last question please, if I own the VM where the 3CX is hosted can I find the log in the file system without creating a support info package ?

 

[Charles_3CX]

The IVR log is found under /var/lib/3cxpbx/Instance1/Data/Logs/

 

[AmauryL]

Thank you very much !