IVR, or to use its full title 'Interactive Voice Response' is a Web-based software tool that allows the creation of your own auto attendant applications.
Auto attendant functionality allows incoming calls to be automatically distributed to departments, individuals, pre-recorded messages, Voice Forms etc., according to the choice the caller has made. This system relieves the operator of most incoming calls, therefore processing them quickly and efficiently.
Applications are created in a Web-based environment, offering flexibility and providing a graphical user interface tool which is easy to use, thus removing the requirement for exceptional computer and telephony skills.
Applications are constructed so that a pictorial view of your auto attendant ‘call flow’ is seen on screen. Functionality is built into blocks, each of which has individual functions. Each application is constructed by adding the relevant blocks.
You will see ‘Intelligent Application Builder (IAB) referred to as you log on and use the system – this is the correct service for IVR.
IAB is the ‘umbrella’ description for the auto attendant program and all its variations.
IVR comprises the following blocks, all of which have full configuration options:
in this section Products>IVR, we will only cover the highlighted blocks (green below) – which are the Queuing, Calendar and Speak Phrase blocks.
Queuing block
Calendar block
Speak Phrase block
Transfer to Application block
CLI Routing block
Distribution block
Caller Input block
Translation block
Fax Back block
SMS back
Assign block
Web Services block
Compare block
Speak Value block
Speak Time block
Related posts:
IVR| what-is-ivr
IVR| who-can-access-and-use-ivr
IVR| how-do-i-get-to-ivr
IVR| how-are-ivr-call-flows-constructed