If you have an Integrated Voice Response (IVR) system on your termination point that is not supplied by Delacon, the options that the caller enters (Dual-Tone Multi-Frequency/DTMF) during the call can be captured in real time and reported alongside the website tracking information in Delacon's call reports.
The DTMF Intercept field should be configured with the maximum number of keypresses (IVR levels) that a caller can make to reach an operator, up to a maximum of 10. The keypresses will be captured as a whole number, for example a caller pressing option1, then suboption2, then suboption3 will be reported as 123.
In addition to capturing the input, Delacon can also apply text labels to the options captured when provided with a map of your IVR, which needs to define the label for the options pressed; eg 123 = New Customer Enquiry. Please contact your account manager or Delacon Support if you would like assistance mapping your IVR.
The DTMF Intercept can be edited in the Delacon portal by visiting Menu > Services > Edit > DTMF Intercept