NEC ELECTRA ELITE IPK II, User Manual

Page: 453 / 1190

Electra Elite IPK II Document Revision 4C
EliteApps – Interactive Voice Response 2 - 429
EliteApps – Interactive Voice Response
Description
EliteApps – Interactive Voice Response (IVR) is a software application that accepts a combination of
voice telephone input, database information, and telephone keypad selection to provide audio (usually
voice) information to callers and databases, place calls, transfer calls, and send e-mail messages. IVRs
also allow callers to provide voice and data information to be stored in databases used by other user
applications. Common IVR applications include:

Bank and stock account balances and transfers

Surveys and polls

Call center hold and forwarding

Order entry tracking

Simple order entry transactions

Selective information lookup (movie schedules, etc.)
The IVR application uses pre-recorded voice, optional text-to-speech, call flow logic, access to relevant
data, and records voice input for later handling. Using computer telephony integration (CTI), the IVR can
hand off a call to someone that can view data related to the caller at a display.
The programmable IVR uses open database connectivity (ODBC) connections to databases to allow
complete customizing of call flows and information anytime. The IVR can generate e-mail messages and
can be remotely monitored and configured using a LAN or WAN in a totally secure environment.
Basically, the IVR receives calls, collects information, and forwards the call.
A customer can use NEC Professional Services to customize the IVR to meet a unique user application.
The following major functions are provided:

Call control

Answer an inbound call.

Place an outbound call.

Collect DTMF digits from a caller.

Play one or more audio files to a caller.

Play text to a caller as digits, number, date, time, or money.

Record from a caller into a file.

Select a menu item.