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

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  • Updated 4 years ago
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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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Eric Trull

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Posted 4 years ago

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Fletcher, Implementation Advisor

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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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Eric Trull

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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!