Hi,
 
I am trying to set up a customer satisfaction IVR whereby the customer is presented a question and they can vote on a scale of 1-5 based upon experience. My problem is recording their entries and having it logged against the question itself. As there are also multiple questions and legs to the call it is becoming a little confusing. What is the best way to do this as When looking at reporting trying to use call-types does not work. This doesnt actually terminate at an agent. It is probably something basic but I am coming up against brick walls. This is my first time setting up an automated system so forgive my stupidity.
 
Thanks
P

 
Hi,
 
Yes I have a solution for you but it's based on the assumption you have ICM, it's not clear from your post if your using IPIVR or UCVP.  Here's the ICM solution anyway...
 
After each question and it's corresponding CED block, use a SET node and store the callers response into a Call Variable.  The contents of the  call variable are held on the <xxx>_HDS datadatabase table ROUTE_CALL_DETAIL along with a lot of other information about the call.  Simply read this record using a standard SQL SELECT statement and pull out what you want to report on.
 
Good luck and let me know how you get on.
 
ps. Call types would also work, if you really want to use that methd let me know and I'll advise further.
 
Regards
MT
 
Mark Tindal
Engineering Manager
JAMIP