If you have a multi-level IVR setup that uses separate CIDs for each level of the IVR, you will find that calls to your number will generate multi call records. These records will each have part of the data associated with the call:
- The call to the public-facing number will generate one record
- The call from the first IVR to the next IVR/CID will create a separate record
Delacon have a solution which can automatically link these records so that the entire call record will be associated with the original call.
To ensure that these calls do not create multiple call records, the second CID should be created using a virtual number. These numbers begin with the letter m and allow the Delacon system to connect the two calls together, creating one call record.
Virtual numbers cannot be ordered through the portal – you will need to contact Delacon Support to request these numbers.
Delacon Support will also be able to help you with the setup of your IVRs to ensure that multiple records are not created.