Welcome IVR Drop Calls

[waleed]

Hi,
I have just been informed by my operation peer that if an incoming call is dropped while welcome ivr is playing it does not reflect in 'inbound Report'. As per my understanding, welcome ivr is playing after call is being entered in an ingroup so that call must be reflected in the report. Can you please guide me on this? Is there any option that I can use or you have to fix this?


Single Server | Vicibox | 8.0.1
VERSION: 2.14-632a
BUILD: 170930-0853

[waleed]

Hi,
Hope everyone is doing fine.
Anyone? any help in this regard?

[Kabis]

Does the audio play to caller? What type of audio You are using?
Audio format:
wav, 8000hz, 16 bit, mono.
Did you use this format?

If it plays, but does not recorded in log means,
Try a log entry asterisk dialplan in DID.

[waleed]

Thank you for your respone. And yes audio plays to customer and have the same format as you described. The system is saving the record in the DID report and 'vicidial_did_log' table. But why it is not reflecting in 'vicidial_closer_log' ? As per my understanding, the record should reflect in this table as well because its a welcome IVR which is of course playing within an ingroup.

[kalaula2]

Hi waleed. IVR press 1 is an outbound survey campaign - if a customer pressed 1 and transfered to your representative i think it will reflect as "PM - Played Message", "XFER - Call transfered" or "SVYEXT - Survey sent to extension" but not as an Inbound unless(maybe) if a customer pressed 1 and that call is forwarded to an offnet DID it will then reflect as inbound on that receiving DID not on your survey records. You can find the full details and a very good explanation of this on the Managers Manual.

[waleed]

It is not an outbound or press 1 campaign. It is an inbound campaign. Calls land from a carrier to DID which is set to route calls in an ingroup where welcome IVR is being played.

[waleed]

Any suggestions? We are still facing the same issue.