IVR Event Notify

This tool generates IVR events for each incoming call interaction. CX Insights uses the IVR event data as part of analytics. Place this tool in a handler such that it is called every time an interaction moves to a new node in an IVR. When called, this tool sets various interaction attributes and IVR level values.

Note: "Level" in IVR refers to the interaction's use in Interaction Attendant's node tree.

Inputs

Interaction Id

Integer representing the unique identifier for the interaction.

Level Number

Integer indicating level of the menu being entered. These levels have a value of 0 through 6.

Level in this sense does not refer to the actual location or tier in the menu structure. Level refers to the function performed at that location. This tool uses the following level settings:

0	Server
1	Profile
2	Schedule
3	Application/Complex Operation
4	Menu
5	Task
6	Exit Path

See the online help for Interaction Attendant for more information on IVR nodes.

Level Name

Name of the level being entered.

Level Hierarchy

Cumulative level information from initial level to the most recent entered level.

Level Id Hierarchy

Cumulative level Id (unique identifier for IVR node in Interaction Attendant) parallel to level hierarchy.

Completion Type

The final interaction resolution, either Completed or Transferred.

Queue

The queue is the destination for the call.

Action

Indicates NoInput or NoMatch action at the entered level.

Outputs

Retval

Integer indicates if IVR event is successfully generated.

Exit Paths

Success

The success exit path is taken if IVR event is successfully generated.

Failure

The failure exit path is taken if the operation fails.