Integrated Voice Response

This diagram shows a IVR setup. Note that other computer environments may have slightly different configurations. Some of the labels below are followed by corresponding, typical pseudocode for the agent and control applications.

The term IVR/Voice Processing includes the following features:

AUDIOTEX: Customers hear a menu of options and choose one with a touch-tone, then hear a second menu and choose from that menu. This continues until desired information in recorded voice is heard.

AUTO ATTENDANT: A device which answers a phone, offers the customer to choose an extension, and rings that extension. It can direct customers to voice mail or a live operator.

VOICE MAIL: Storing and managing recorded messages. This can include the ability to forward messages and determine how many messages are still saved.

HOST IVR: Accessing a host database for specific, individual information (eg. bank balance).

The diagram accounts for two different situations. One is in which the IVR device stands behind a switch, PBX, or other telephony device; in this case the PSTN square stands for that device. The other situation is when the IVR device is directly connected to the PSTN; then the telephony platform box represents the IVR I/O device.

A. Calls come into the telephony platform from the PSTN or host switch.

Make connection via NetBIOS or TCP/IP

B. The control application is notified that a call has come in. It then gives instructions to the telephony platform/IVR about what message to play first. It will thereafter indicate what message to play based on the input from the customer or give other instructions such as record message.



C. Voice messages are sent to the customer.

D.The telephony platform/IVR device accepts touch-tone commands or menu selections.


E. In some applications of IVR/voice processing, a database must be accessed by the control application, such as for retrieving personal information.

Access data



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