Altigen AltiContact Manager Version 5.0, Administration Manual

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AltiContact Manager Administration Manual 11-1
11.
IVR
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H A P T E R
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IVR Configuration
IVR performs simple call processing tasks such as transferring calls to
extensions to the AltiGen Voice Mail System or the operator, or giving
information and secondary options. It can also provide general information
that is frequently asked, such as company address. IVR allows multiple
incoming calls to be answered simultaneously. In a call-heavy environment
the IVR can greatly reduce the number of calls that need to be handled by
the operator. Calls that do not require an operator’s assistance can be
handled effectively and appropriately.
IVR can handle more complex call processing tasks such as handling web-
based calls (in addition to PSTN calls).
It can also accept text or digits input by the user. For example, if the IVR
prompts the caller to enter an account number, the call and associated data
can be quickly forwarded to an agent’s desktop using a third party
application.
You can set up to 255 different IVRs, each using all the number keys as
well as the * and # key and a timeout option. Each IVR provides for
expanding and nesting—a menu choice leading to another menu—up to
any number of levels.
Planning is Essential
Follow the steps below before you set up an IVR.
1. Before you configure tasks for one or more IVRs, you should plan the
entire setup. Decide how many options you will provide at each menu
and how many menu levels you will use. Based on the action choices in
each menu, write down the appropriate prompts or phrases that are to
be played at each menu level.
2. Record phrases for each menu level or use the pre-recorded phrases that
are available to you. See “Phrase Management” on page 11-9 for more
details on how to record custom phrases, use pre-recorded phrases and
use professionally recorded phrases.