Tracking incoming calls and IVR option selected

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Geordano asked Mar 31, '20 Geordano commented Apr 2, '20

Tracking incoming calls and IVR option selected

Hi.

I have created an application that integrated our web intranet using the Embeddable widget.

Now I want to keep track of the incoming calls and see what options they have selected in the IVR

I have tested the API / Call-Log / active-calls but I don't see IVR information

Is it possible to get that information with from the API, or from the Embeddable widget?

Thanks in advance!

ivr calls tracking

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Answer 1 · 2020-04-02T15:07:14Z

Phong Vu answered Apr 2, '20

Hi,

I am checking around but could not find the capability to track IVR option. I think it is not possible but let me search more and get back to you as soon as I can.

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Answer 2 · 2020-04-02T15:28:50Z

Geordano answered Apr 2, '20

Thank you!

I have continued investigating and I have seen that if the name of the last call queue you entered is saved in the call log.

In the administration portal if that information is visible, in the detailed call log.

Any help would be good

Greetings and thanks!

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Answer 3 · 2020-04-02T15:45:11Z

Geordano answered Apr 2, '20

@Phong Vu

I have also seen at the endpoint Call-Log/listCompanyActiveCalls

In the legs property, there is a list of the extensions the call has passed through.

That's right?

If so, I think that information is what I am looking for.

But apparently it's only on active calls.

And I want to extract this information from the API to generate a log. Where could I get it from?

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Answer 4 · 2020-04-02T16:08:43Z

Phong Vu answered Apr 2, '20 Geordano commented Apr 2, '20

I don't think that they are recorded in the call legs because they are the DTMF tones.

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Geordano commented · Apr 02, 2020 at 04:35 PM

Yes? I thought it was the jump the call.

Well, I hope you can help me with this information.

At the moment I am going to save the call information returned by the embeddable web widget "rc-active-call-notify" event.

Have a nice day!

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