IVR DTMF Report

In the contact centers, DTMF inputs are often used in IVR based applications for menu navigation, obtaining numerical inputs (such as account number, date of birth PIN number etc.). Menu navigation using DTMF is achieved by asking the user to press a key to select a menu option. Depending on the menu selection, the IVR can route the call to a specific group of agents.

Tegsoft records the IVR choice at multiple levels and has a report that allows you to follow a call as it passes through your IVR configuration. In this article, how to generate the report of these records and filtering options for different scenarios are explained.

By reading this article, you will have information about;

• Generating IVR DTMF report in Tegsoft software,
• Setting DTMF filter for specific scenarios,
• Defining labels for IVRs and DTMFs.

HOW TO GENERATE IVR DTMF REPORT?

There are two methods to generate DTMF report in Tegsoft software.

The first method is to generate an IVR DTMF Report from the Reports menu in Tegsoft software. To generate report using this method, please follow the steps below.

Step 1 – Click Reports tab.
Step 2 – Click IVR DTMF Report tab.
Step 3 – Define Criteria.
Step 4 – Set DTMF parameter.
               (DTFM filtering for different scenarios is explained in the next sections.)
Step 5 – Select Based type.
Step 6 – Select Report Format.

The second method is to generate an IVR DTMF Report from the Call Detail Recording (CDR) menu in Tegsoft software. In this method, unlike the first method, a more detailed DTMF report can generated, and voice recordings can be also listened to. To generate report using this method, please follow the steps below. 

Step 1 – Click Reports tab.
Step 2 – Click Call Detail Recordings (CDR) tab.
Step 3 – Set Basic parameters.
Step 4 – Set DTMF parameter in Advanced parameters.
               (DTFM filtering for different scenarios is described in the next sections.)
Step 5 – Select report Type.
Step 6 – Select report Format.

How to Set DTMF Filter for Different Scenarios?

Specific DTMF filters must be set for different DTMF scenarios to generate the report properly with both methods. There are several steps and conditions that must be followed in this process. These are activating logs, defining label, and setting DTMF filters.

1) Activate Logs

In order to generate DTMF report, it is a prerequisite to log valid DTMFs and, if necessary, to log invalid DTMFs.

To log DTMFs, please follow the steps given below in Tegsoft Software.

Step 1 – Click PBX Management tab.
Step 2 – Click IVR tab.
Step 3 – Click Details tab.
Step 4 – Tick the Log valid DTMF checkbox for valid DTMF records.
Tick the Log invalid DTMF checkbox for invalid DTMF records.

 After the settings are made, you can move on to the next step, Defining Label.

2-) Define Label

If a DTMF report is generated for specific DTMF options, IVRs must be labeled firstly. Labeling is important because DTMF reports may not be generated for different scenarios without labels. 

For this, we need to use two labels. The first label is for IVR, and the second label is for DTMF.

a) Label for IVR

To define label for the IVR, please follow the steps given below in Tegsoft Software.

Step 1 – Click PBX Management tab.
Step 2 – Click IVR tab.
Step 3 – Select IVR.
Step 4 – Click Details tab.
Step 5 – Enter Channel var name (Label the IVR with a variable name.)
It is recommended that the label you provide is related to the IVR content; because it will make your data easy-to-read. For example, in the screenshot above, the language IVR is labeled as “LANGUAGE:”.

b) Label for DTMF

To define label for the DTMF, please follow the steps given below in Tegsoft Software.

Step 1 – Click PBX Management tab.
Step 2 – Click IVR tab.
Step 3 – Select IVR.
Step 4 – Click DTMF tab.
Step 5 – Enter Variable Value (Label the DTMFs with a variable value.)
It is recommended that the label you provide is related to the DTMF content; because it will make your data easy-to-read. For example, in the screenshot above, DTMF–1 labeled as TR, representing the Turkish language, and DTMF–2 labeled as EN, representing the English language.

3) DTMF Filters for Different DTMF Scenarios 

An example IVR tree is given in the below and the IVRs and DTMFs are labeled. (Labelling for both IVR and DTMF explained in previous section.) DTMF filters for different DTMF scenarios will be explained through this IVR tree.

In this IVR tree: the ones written inside the boxes are the IVR labels (e.g., LANGUAGE:), and the ones written in red on the lines connecting the boxes are the DTMF labels (e.g., Mobile).

How to generate Call Detail Recording (CDR) report for the specific IVRs or DTMFs?

Example 1:
If you need to list records for the "TYPE:" IVR
DMTF filter ➤  TYPE:

Example 2:
If you need to list records for the "LANGUAGE:" and "M-INFO:" IVRs
DMTF filter➤  LANGUAGE:%M-INFO:

Example 3:
If you need to list records for the "Mobile" DTMF in "TYPE:" IVR
DMTF filter➤  TYPE:Mobile

Example 4:
If you need to list records for the "En" DTMF in "LANGUAGE:" IVR and "Campaign" DTMF in "M-INFO" IVR
DMTF filter➤  LANGUAGE:En%M-INFO:Campaign 

How to generate Call Detail Recording (CDR) report for the sequential IVR or DTMF set?

Example 1:
If you need to list records for the sequential IVR set; "LANGUAGE:" IVR to "TYPE:" IVR to "M-INFO:" IVR
DMTF filter ➤  LANGUAGE:,TYPE:,M-INFO:

Example 2:
If you need to list records for the sequential DTMF set; "En" DTMF in "LANGUAGE:" IVR to "Mobile"DTMF in "TYPE:" IVR to "Bill" DTMF in "M-INFO:" IVR
DMTF filter ➤  LANGUAGE:En,TYPE:Mobile,M-INFO:Bill 

How to generate Call Detail Recording (CDR) report for the Timeout (TO) and Invalid (INV) DTMF? 

Example 1:
If you need to list records for the Timeout DTMF in LANGUAGE: IVR
DMTF filter ➤  LANGUAGE:TO

Example 2: 
If you need to list records for the Invalid DTMF, LANGUAGE:INV
DMTF filter ➤  LANGUAGE:INV 

How to generate DTMF report for a specific DTMF input?

If you need to list DTMF records for specific DTMF input, select .xls as report file type. There are DTMF records in the DTMF column of the generated Excel report as seen below.

How to generate report for specific DTMF date and time?

If you need that information, run the program IVR.

Tegsoft makes no representations or warranties, either express or implied, by or with respect to anything in this document, and shall not be liable for any implied warranties of merchantability or fitness for a particular purpose or for any indirect, special or consequential damages.

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