Call logs: IVR

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  • Updated 2 years ago
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I have a multi level IVR and it , is NOT doing what it should for us to keep track and see if a call is accepted, it logs a call as accepted even if the caller just listens to our message (technically a call should be labeled as accepted if one of our reps in our hunt group actually answers a call from our call que (not just because a customer heard our greeting).  This makes it impossible to track what our reps are doing...(which is what each and every business owner should have the capability to do!!!

If indeed this is a MULTI level IVR then we should be able to have a certian rule or a PATCH made that will only log accepted calls in our call log if they were answered by a rep from our company.  If the call was NOT answered by a rep it should be logged as a missed call!!!

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Ross John Split

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Posted 2 years ago

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