Since Telephony package 2.6.50 release, it is now easy to create a
Survey IVR menu using the “Tag Code” feature. This article will help you to
setup your system and to get the reports.
Survey Options
The Survey Options are specified in an IVR menu using the “Set Tag Code” destination.
- Go to Telephony -> Applications -> Auto Attendants pageCreate a new IVR menu using the Add a new Auto Attendant button.
- In General tab, specify the IVR menu Name, for example: ratecall
- In Options tab, set Announce Message(s) setting to specify the message(s) to play when the caller enter the survey.
- In Keys Assignment tab, set the survey options (keys) using the Set Tag Code destination, then specify the Tag Code value (survey option). The Tag Code value can be any text string, for example “Yes”, “No” or “Customer is Happy”.
Additional Tips:
- The Append to current value?” option allow to use multiple surveys
for a same call. If this option is not enabled then the current tag code
will be replaced by new value.
- If you want to play a confirmation message after the caller press a
survey option (key), you can set the next Destination to “Play a
Message(s)” and then select the message(s) to play.
- If you want to go to another survey after the caller press a survey
option (key), you can set the next Destination to “Auto Attendant” and
then select another survey IVR menu.
Send Caller to Survey
To send the caller to the survey, you need to use the “Auto Attendant” destination and select the new Survey IVR menu.
From an ACD Queue, you can do it using the following options:
- In Queue Options tab, enable the Continue execution of dialplan when agent/callee hangs up ? option, else the call will be hangup when agent end the call.
- In Fallback/Overflow tab, enable the Customize Queue Status for Fallback destination ? option.
- In Fallback/Overflow tab, set the Call answered and agent/callee hangs up destination to Auto Attendant and then select your Survey IVR menu
Survey Report
You can get a Survey report in ScopSTATS using the CDR Calls by Tag Code report.
In ScopSTATS, the Calls by Tag Code report is available under Call Detail Record (CDR).
This report will display each tag code(s) (survey option) who are saved
for calls in CDR data, the total number of calls for this code, the
talk time of tagged calls and the total cost.
