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  • 1.  DTMF input on data export

    Posted 11-17-2023 11:07

    hello,

    is there any way to collecte IVR entry by DTMF on a database?

    is there an API to get this information?

    Regards

    thanks


    #ArchitectureandDesign
    #Reporting/Analytics
    #Routing(ACD/IVR)
    #Telephony
    #Unsure/Other

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    Rihab BEN MALEK
    Teleperformance France SA
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  • 2.  RE: DTMF input on data export

    Posted 11-17-2023 21:16

    Hello Rihab,

    What is the requirement here?

    You just want to know what people are choosing in the IVR?



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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    Original Message


  • 3.  RE: DTMF input on data export

    Posted 11-20-2023 03:43

    Hello,

    I just want to collect what the customer typed/entered on dtmf

    to put them after that in a kind of table (database) for use in statistics and reporting

    the reporting team needs the following information: Caller number + IVR entry

    Thanks



    ------------------------------
    Rihab BEN MALEK
    Teleperformance France SA
    ------------------------------

    Original Message


  • 4.  RE: DTMF input on data export

    GENESYS
    Posted 11-18-2023 08:32

    Rihab,

    You won't see any menu prompt or collect input entries on an interaction unless you post it to the interactions participant data.  To do this, you must hand off variable values from a Flow|Task variable that you use to hold the DTMF input, from a collect input object.  

    Example:

    • Collect Input:
      • Var:  Task.DTMFinput
        • Value:  [Caller DTMF input]
    • Set Participant Data
      • Property: DTMF Input - Menu 1
        • Value: [Expression]Task.DTMFinput

    If you're using some type of voice bot, like a lex bot v2, the variable you use to hold the intent value or the transcript value can also be posted to participant data.  You'll need to set participant data for each variable, one for the intent and one for the transcript.  Participant Data > Property Names must be unique.  

    Once the interaction completes, you'll see a new section at the bottom of the interactions screen that you can expand by clicking on the + symbol.  You'll see the participant data there.  Note: If the source variable that holds the DTMF input is null, it will not post the property and empty value.  You wont see it at all.  After you post your first participant data to an interaction, you will then see the property and value under one of the participant objects from the API response.  

    [POST /api/v2/analytics/conversations/details/query](https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-analytics-conversations-details-query)



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    Carlos Albor
    Senior Principal PS Consultant
    ------------------------------

    Original Message


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