IVR

Delacon can build an IVR system on the tracking numbers we have provided to you, that can be tailored to your requirements. 

• If you would like to enquire about enabling IVR services, please contact your account manager or sales@delaconcorp.com.
• If you have an IVR set up and need assistance with configuration or updates, please review our IVR configuration user guide or email support@delaconcorp.com

Once configured the IVR can be enabled or disabled in the Delacon portal by visiting Services > List Services > Edit (Service ID) > IVR

If the IVR is hosted on your own numbers, ie the number that Delacon sends calls to (termination number), then Delacon will still be able to capture the key options the caller has pressed and report on them in the Delacon reporting. 

Please review this guide for more information. 

Once IVR data is captured - either via Delacon's own IVR feature or via the 3rd party IVR capture setup - it will be displayed in the Delacon portal in the: 

1. Caller Intent Report
2. Delacon detailed call log as:

• DTMF: The numerical IVR option the caller selected
• DTMF Description: The description of the IVR option the caller selected

This data will also be available in the downloaded call log as well as via the APIs.

IVR data can be pushed into and reported on in other marketing platforms such as Google Analytics, Doubleclick, Adobe, etc.

Please review below linked guides for further information.

• Google Analytics (Universal): to push IVR data as custom dimensions review "Section 2: Add Custom Dimensions and Metrics"
• Google Analytics (Universal): to set up a goal based on IVR option, review section "Tracking for specific IVR options using DTMF descriptions"
• Doubleclick Campaign Manager: to push IVR data to floodlights