IVR_ExitIVR

This tool is used in conjunction with IVR_EnterLevel to track an interaction's movements through an IVR. For accurate reporting, this tool should be called whenever an interaction leaves in IVR.

Note: this tool and IVR_EnterLevel report IVR activity, not interaction activity. If a call leaves IVR for any reason, then subsequently re-enters IVR, it will be reported as a separate instance.

Inputs

Call ID

Integer representing the unique identifier for the interaction. Use the Call Id To Integer tool to convert the Call Id to an Integer to pass into this tool.

IVR Exit Code

Positive integer indicating the reason that the interaction left IVR. By default, the number one (1) is used to denote an abandoned call. Other positive values may be assigned for custom IVR routing if desired.

IVR Exit Path

This string denotes the destination of the interaction when it exits IVR. In this string, the colon (:) is a reserved character used to truncate the exit path. I.e., anything after a colon will be dropped from the string. Thus, interactions with an exit path string of "Workgroup:Marketing" or "UserQueue:MarkM" will be read as "Workgroup" or "UserQueue" respectively.

Note: Because of the way this string is truncated, it is not possible to use a full directory path as the exit path. A string such as "c:\ic\admin" will be truncated to simply "c".

Exit Paths

Success

This tool always takes the Success exit path.