IVR (Interactive Voice Recorder)
Interactive Voice Response (IVR) is an interactive technology that allows a computer keypad inputs. IVR technology is used extensively in telecommunications. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. In telecommunications applications, such as customer support lines, IVR systems generally scale well to handle large call volumes.
It has become common in industries that have recently entered the telecom industry to refer to an Automated Attendant as an IVR. The terms Automated Attendant and IVR are distinct and mean different things to traditional telecom professionals, whereas emerging telephony and VoIP professionals often use the term IVR as a catch-all to signify any kind of telephony menu, even a basic automated attendant.
IVR or auto Attendant will also be internalised.
Look Ahead Function
After hours and office hours features
Holidays Public and international
Interactive Keypad dialler when phoning in.
· Auto Attendant
Ring No Answer (RNA)
Works on a dial plan system
Voice Recordings – The system comes with a built in recorder which allows the customers the opportunity to listen to recorded messages on their IVR. .This will recorded any extensions which pass through the system this is On Default.
Look Ahead Function – Eliminates the duplicate dialling when in the IVR menu it follows the dial plan as per the customer request. IE if the option is option 1 but accidently 11 is dialled it shall pass it to the group 1 IVR message or group.
After Hours – This is a time based contextual system which allows the customer they have separate menus/IVR messages to be playing .IE if you phone during the day you will get through to a agent at night this can be forwarder voicemail after playing a IVR menu or just play the message and hang up. As well as diverting to a cell phone as per the customer’s request.
Holidays Public and International – This is a time based contextual system which allows the customer they have separate menus/IVR messages to be playing .IE if you phone during the day you will get through to a agent at night this can be forwarder voicemail after playing a IVR menu or just play the message and hang up. As well as diverting to a cell phone as per the customer’s request. These can be altered depending on place of installation or religious beliefs.
· Voice Mail –This feature allows the IVR menu to have the option of leaving a voice mail depending on the choice of IVR menu. It has the option press 1 or 2 depending on how many options there are in the menu to leave a voice mail.
Interactive Keypad Dialler - This is the Physical selecting of the option in the IVR menu you wish to follow it is DTMF based so if the user dials one they will get to option one which could be another IVR Menu or a agent.
Auto Attendant – This feature is two components combined ACD and IVR Menu. This does not need an IVR, this routes the call to another agent depending on certain rules. The default rule is ring all.
1. Ring all – Rings at all the agents .This is the System Default
2. Round Robin – Goes in a circle after starting at one point IE if agent one gets the first call agent two will get the second.
3. Random – Picks an agent that is free and sends the call to it.
4. Least Recent call –Time based routing the person who speaks the longest will get the next call as that was the first call in the group.
5. Fewest calls – If all agents start at the same time this will make sure that they all get an equal amount of calls. Numerical Based.
· Ring NO Answer (RNA) – If the agent does not answer where the call does go next. This is dial plan based.
Dial Plan System – Context based is when and where it comes in and where it should be despatched this then follows a flow on the IVR menu based on the option chosen.