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eric-trull avatar image
eric-trull asked ·

IVR: Can a user view key presses that customers pressed in IVR before answering the call?

I have yet to find a way to display key presses to agents.

With our current set up agents have no way to determine what a customer has pressed during the IVR menu, so it is as if they never went through the process at all because agents have to ask the same questions as on the IVR.

If my agents are able to see which numbers were pressed they would be be able to serve our customers better and more efficiently. 

Is this a quick fix?
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fletcher avatar image
fletcher answered ·
If you are using a Virtual User with Ring Groups to control your incoming calls then yes. 

Under Call Handling and Forwarding for that Virtual user, click Incoming Call information, then check the add ____ to Beginning/end of the number. Enter the key presses required to reach that extension.

This requires a different Virtual user for each key combo though, so depending on your IVR it could get a little clunky.
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Yes, I would imagine this suggestion getting super "clunky" with a multi-level IVR and with the 7 brands that my call center will monitor (+7 more soon on there way). For now this might work; however, was hoping just the key presses to be displayed without having to assign different groups, similar to an extension is displayed. Thanks Fletcher!
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rob.benn-frenette answered ·
What I have done is if someone calls my IVR, and lets say they press 1 for customer service, I have that set to ring a line that i have set up in my Account as a monitored line so the Customer Support line light flashes on the side cart. The other option is using the call hunt group, and it would say press one to accept (the call taker hears this) I would call Support ask them for assistance.
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eric-trull answered ·
This feature would also prove useful if an IVR option was to enter a user's account information (ie account number or order number) 
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nystrom answered ·
This reply was created from a merged topic originally titled Desktop App: How to get called ext to show on incoming call with the new softphon....
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