How do i see what option on the IVR was pressed

[ttc]

How would i setup to see what option on the IVR menu was pressed?

like sales, support ECT?

 

[VoIPTools]

There is not a straightforward way to get this information. There is an IVR log but parsing that information is not simple. You could build a Call Flow Designer application that mimics a standard IVR and have the CFD write the choices to a log or web service (database). The nice thing about doing this with a CFD is that you can include a lot of information like the caller ID, the date and time, the number the caller dialed, and of course their selection.

Alternatively, you can infer their choice by configuring 3CX to write CDR files. In the CDR file is a "chain" field that lists all the extensions that touched the phone call. Seeing where the call went tells you the choice they made in the IVR.

 

[SteveITS]

@ttc What is your goal, to display it to the person answering? There is a setting Advanced/Contacts/Options -> Add Group, Queue or DID/DDI Names to Caller ID.

 

[ToniGarcia]

Hola, tenemos un problema similar, tenemos un CFD y una de las preguntas que hace es el idioma, me gustaría que la operadora pudiera ver de alguna manera que idioma ha presionado para contestar la llamada en el idioma seleccionado, había pensado si con CFD puedo alterar el %CallerNumber% agregando un número adicional podría hacer una aplicación para que el Softphone 3cx lo detecte y muestre un mensaje, puede modificar el %CallerNumber%, no sé si hay alguna otra opción.

Gracias.

 

[VoIPTools]

I suggest you forward the call to a queue or ring group. Have the receptionist log into both the English and Spanish queues, then prepend the queue name to the call. That will display on their phone so they know how to answer the call.

 

[ToniGarcia]

Thank you for your response, I had thought about that option, but it involves me duplicating all the CFD options that are basic, if the option that the patient presses traveled in the caller ID, I could use an external app in the behavior part of the 3cx desktop client, it would show the user a large screen with what they have to say and in what language, it would simply be that the CFD injects the option pressed in the %CallerNumber% or in %CallerDisplayName%

thanks

 

[VoIPTools]

I don't think you can modify the Caller ID Number or Name in a CFD. You can add additional information in other ways, but if you are wanting the client to invoke an external application and pass to that application the caller's language via the Caller ID values, I do not think this is possible.

It is possible using our APIs to create a client application that can read that additional information and pop an external application and pass the language preference, but I do not think you can do this with built-in functions. Maybe someone else has an idea.

 

[ToniGarcia]

Hola, si he entendido mal, con su API podríamos tomar el idioma seleccionado del CFD y mostrárselo al operador? Ya hemos hecho la aplicación con otras funciones, solo necesito obtener el idioma en los parámetros de los diales 3cx

 

[VoIPTools]

If you are using the built-in 3CX client feature to call an external application and pass the caller ID name and number, we cannot change these values (other than by prepending the queue name or inbound rule name).

However, what we can do is replace the 3CX built-in client feature with a custom application that resides in your Windows notification area. This tool would listen for when the agent answers a call. When the call is answered (or ringing if you prefer) we can invoke your application and pass whatever information collected by the CFD.

I would envision the CFD saving a record in a database that captures the unique Call ID and language preference. When the agent answers the phone call, we would look at the Call ID, query the database to get the language preference, then invoke your application and pass whatever information you desire.