ACD contact center features
262 Communication Manager Guide to ACD Call Centers
Voice Response Integration (Category A only)
Voice Response Integration (VRI) integrates Call Vectoring with the capabilities of voice
response units (VRUs) such as the Conversant Voice Response Unit (VRU). With
Conversant, you can:
●
Run a VRU script while retaining control of a call in vector processing
●
Run a VRU script while a call is queued, retaining its position in the queue
●
Pool Conversant ports for multiple applications
●
Use a VRU as a flexible external-announcement device
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Pass data between the system and a VRU
●
Tandem VRU data through a communication server to an ASAI host
The
converse-on
command, which is part of Basic Call Vectoring, provides these
capabilities. Use a
converse-on
call-vector step to integrate a VRU with Automatic Call
Distribution (ACD). VRI allows you to use VRU capabilities while controlling a call in ACD.
Include VRUs with vector processing to take advantage of the following:
●
Access to local and host databases
●
Validation of caller information
●
Text-to-speech capabilities
●
Speech recognition
●
Increased recorded announcement capacity
●
Audiotex applications
●
Interactive voice-response (IVR) applications
●
Transaction-processing applications
VRI allows users to make productive use of queuing time. For example, while a call is
queued, a caller can listen to product information via an audiotex application or can
complete an interactive voice-response transaction. It may be possible to resolve the
caller’s questions while the call is queued, which helps reduce queuing time for other
callers during peak times.
