IVR to IVR transfer not showing in Call Logs

[JordanDixon]

We have a Digital Receptionist set up as first contact for inbound calls, which then transfers to multiple different departments, each with their own IVRs. When statistics gathering, we noticed the call log is only displaying the first IVR then further down the line an extension it is transferred to, it isn't showing the IVRs it navigates to reach that destination.

Ex. DID forwards to 8009 Open IVR, caller hits option 1 to go to IVR 8024 General Information, then option 0 to go to a receptionist extension (x1000). In this call log, it only shows the caller hitting 8009 then 1000, not 8024.

 

[Charles_3CX]

Regarding your question about reports and multiple IVRs, Please note that you will only see the first IVR and then the destination extension that the call was answered on. There is no way to report on all the IVRs a call travels through before reaching the destination extension.

The only way to achieve this would be to use dummy extensions (extensions that are not registered with any endpoints) but instead transfer the calls to the next IVR in the hop.

You can then run call reports that will show the dummy extensions the call passed through until it reached the destination extension.

 

[JordanDixon]

Regarding your question about reports and multiple IVRs, Please note that you will only see the first IVR and then the destination extension that the call was answered on. There is no way to report on all the IVRs a call travels through before reaching the destination extension.

The only way to achieve this would be to use dummy extensions (extensions that are not registered with any endpoints) but instead transfer the calls to the next IVR in the hop.

You can then run call reports that will show the dummy extensions the call passed through until it reached the destination extension.

I was afraid of that but hoped I missed a setting somewhere, thank you so much.