CRM Integration: log full IVR path

[0x3ff]

Hi everyone,

I'm currently working on a CRM template and I would like to know if there is a way (or if there will be a future planned development on the roadmap) to know all the user selected inputs on IVR and not just the last agent or queue or other entity where the user has stopped (like a path in a graph structure from start node to end node). It would be great for some cases when the agents are the same in more than one queue and you could know in advance the user issue when an agent gets the call.
Best

marco

 

[Evolute IT]

Nope. Use CDR for this, not CRM integration.

 

[0x3ff]

Nope. Use CDR for this, not CRM integration.

Thanks for your reply, is it possibile to use also something like Call Processing Script to intercept the call before routing it to an agent and catch the chain selected by the user?
Thanks

 

[Evolute IT]

Thanks for your reply, is it possibile to use also something like Call Processing Script to intercept the call before routing it to an agent and catch the chain selected by the user?
Thanks

If you build the IVR in the CFD, yes. But that also requires you to handle wherever the chain is sent, and once the call leaves the CFD, the instance of the script is disposed, so you cannot keep "monitoring" the call.