Hi Dhaval,
The Flow Execution History in Architect is the primary place to look.
Here's how you can generally find this information using the Conversation ID in Architect:
- Navigate to Architect: Go to the Genesys Cloud Admin menu and select Architect.
- Select Your Flow: Open the specific Inbound Call Flow where the interaction occurred.
- Access Execution History: Within the flow editor, find and click on the Execution History tab.
- Filter by Conversation ID: Use the filter options within the Execution History view. Enter the Conversation ID of the call you are investigating.
- Review Flow Steps: Once filtered, you'll see the path that specific interaction took through the flow. Look for steps like
Collect Input actionswhere DTMF was expected.
- Check Action Details: Click on the relevant step in the history. In the details panel, expand the
Outputs sections. If DTMF logging was enabled, you should see the digits entered by the caller listed there.
Important Prerequisite:
As you mentioned, this relies on Flow execution History enabled and the log level setup within the before the interaction happened. If this logging wasn't active at the time of the call, you won't be able to find it.
Hope this helps you track down the needed information!
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Orhun Sahin
Software Development Engineer
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Original Message:
Sent: 03-27-2025 15:50
From: Dhaval Modi
Subject: how to find out what DTMF was entered by customer into IVR?
how to find out what DTMF was entered by customer into IVR from Interaction ID? Any logs to pull to see what DTMF entries were entered though we have variable set for collection but for some reason it did not pass the information to Interaction parameters.
#Routing(ACD/IVR)
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Dhaval Modi
na
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