On a conversation message received, is it possible to get the IVR options pressed by the customer?
not currently, IVR reporting is on the roadmap, but we don't have an ETA
Ok. Will get back to the customer to advise.
Hi @skansakar,
I'd like to know a little bit more about what you are trying to do. Are you trying to pass this information along to an agent during the life of the call so the agent knows the IVR progress? or is this something that you are looking to understand from a historical perspective.
If the former, you could create a variable within Architect and append the DTMF values or strings describing path and progress to that variable. Then use the ScreenPop action to pass the information along to scripter. Scripter can then display the information to the agent, or if you use an external CRM, you could leverage the URL pop ostensibly to pass that information externally.
-- Nicholas Luthy, Product Manager
Basically display the IVR options selected by the customer (for the call) to the agent. So agent know the the route.
We will be using external CRM, so would like to extract this info from the API call. Is the info you mention Scripter dispaly or which is on the URL pop something we can get from API?
I'll confer with the Scripting team about what information is and isn't available in the API; though from the IVR perspective, currently that information isn't available in the API (though we plan to expose more information via the API as time moves along). That said, depending on how the external CRM can receive information there are a few things that could be done:
1.) As I mentioned before, you could pass the information along essentially as a URL query string .
2.) Something else that comes to mind is that you could save IVR progress as the call moves through logic and then save that information off via Bridge Actions (Data Dips) prior to delivering that call to queue and assigning to an agent.
-- Nicholas Luthy, Product Manager
@skansakar, I'm looking into a bit more about whether or not you can get data from the API for this. I believe that if you set the logging values on the participant via the Set Participant data action within the IVR that you should be able to get it from the GET /api/v2/conversations/calls/<call_GUID>. I believe there will be a section in the response for "attributes":{ } that contains a name value pair.
I don't personally have a working org to test this out in, but perhaps @KevinGlinski could provide further guidance.
-- Nicholas Luthy, Product Manager
Yes, GET /api/v2/conversations/calls/{callId} contains those participant attribute at response.participants[x].attributes. The values should be key/value pairs of strings.
There is no data on the 'attributes' which makes me think it is not setup correctly. I will get the customer to check it.
Thanks for the responses.