Call reporting

[Matt Hood]

Hi everyone,
Is there a way to tell via a call report or other logging method with 100% certainty what menu option was dialed by a caller to an IVR/ Digital Receptionist after the fact?
I've got an IVR set for after hours that splits calls to two different voicemail boxes depending on a dialed option.
I have a small group of clients that are claiming they are dialing option 1 but are ending up leaving a VM for the mail box of option 2.
The vast majority of callers after hours are not reporting issues so am trying to figure out where the issue is, or prove if its user error. either way, I just need data to back up the claim
The call reports will sow the call and the VM box it landed at, but in these small few clients case, i cannot say if they dialed the corresponding option they claim or if they did do the right thing and there was a call routing error/ issue that I need to address.

This is a call report from one of the callers in question,The red circled section appears to be where whatever is happening, happens. Vmail (200) is where the call should be leaving VM but its ending up at VMail (150).
Other callers are arriving at Vmail (200) and leaving VM no issues.



Thanks
Matt

 

[JohnS_3CX]

Hi Matt,

There is a log called the 3CXIVR.log which should show you what DTMF was sent.

This may not include much detail if the logs were not in verbose mode though.

 

[VoIPTools]

The other option would be to create a Call Flow Designer application that replaces your traditional Digital Receptionist. The CFD could log what the customer dialed.