Functionality to record calls during IVR

Discussion in 'Ideas' started by 4finance_help, Feb 15, 2018.

Functionality to record calls during IVR 4 5 1votes
4/5, 1 vote

  1. 4finance_help

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    Hello!

    It would be nice to have functionality which would to record calls during IVR (call recording for system extensions). In our company it would really be useful because we have self-service functionalities in our IVRs (Call flow designer projects) through which clients are able to hear the information they are looking for (for example their money amounts, dates..) on IVR level without connecting to agents. And sometimes there are situations when clients complain that IVR gave them wrong information but as we do not have recording of what the IVR actually played it is very complex to detect the problem or to prove to the client that actually IVR played it correctly. Functionality to record calls during IVR would help us to keep track if our self-service IVRs are working correctly. It would be nice if such functionality could be turned on or off for certain system extension (queue) so that it would apply only to certain IVR for which we need it.
     
    naveensenapathy likes this.
  2. DL_

    DL_

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    If they are CFD projects then it would be really easy to just log what is being played at every step (it's already logged automatically in the queuemanager log but that's quite detailed).

    If you log datetime,callID, option pressed, prompt played to a database or write to a text file then you could quickly search for those records and see where any issue was? We log every CFD at each step as a matter of course.

    It would be far quicker than listening to recordings.

    One thing to check with you CFDs is whether DTMFs are passing through to the next level - if you don't block DTMF before playing a sub option and someone accidentally pressed an key twice then it will carry through to the next component.
     
  3. 4finance_help

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    I agree that with logging it is possible to get all necessary for troubleshooting but there can be also situation that customer just states that IVR played it wrong while actually it played all correctly. In such situation the only way would be if we could provide to the customer audio recording of what he heard in the IVR. There is no way we could prove to the customer that IVR played it correctly through some logs. In some cases it would also help from legal point of view as recording is a strong evidence of what IVR played.
    Also in terms of observing the situation nobody is going through logs on daily bases. Logs are used only if an issue was detected after there is a complaint. But if it would be possible to record IVR then for example periodically some of customer care employees could listen to some random recordings to check if all is ok. Logs are for technical people but employees like customer care simply will not read them.
     
    #3 4finance_help, Feb 19, 2018
    Last edited: Feb 20, 2018