inContact Developer Discussion

[ChamaraG]

Hello All,

We are using the InControl tool to build an IVR script. Is there any way to record the IVR call? It looks like the LOGCONTACT object should do this, but it doesn't seem to work.

Thanks!

[MarkR]

inContact does not natively support recording of the IVR portion of calls.  The CALLLOG action will only work when there are two call legs connected (ie Agent & Caller). 

There are some things that can be done to try to record the IVR portion of the call but it involves complex scripting, utilizing multiple ports per call, and the accuracy of doing this is less than ideal.  For those reasons, I wouldn't recommend it.

[logos · Accepted solution]

Yah, even recording of what actually happens in the script is a pain. 

What I do is have a string variable that I append with SQL statements at key points in my IVR.  Then in the onRelease I just use an SQL action to write them to our DB logging table.  This is pretty effective for us, and not a burden as we do our own call logging anyway.  If you don't have SQL access available, I would recommend still writing events descriptions to a string, but instead of SQL insertion send an email with the contactId/ANI/DNIS as the subject and the string variable as the body.

[ChamaraG]

Thanks for the replies. I am doing something like that in my script, logging each stage the IVR process is passing through.