Nortelshop
Technical User
can anyone give me a brief summary of how IVR works with voicemail/CDN's/Symposium/PBX? Any overview would be helpful and welcome. thanks-
rookie symp. user
rookie symp. user
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IVR
- Thread starter Nortelshop
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Hi Nortelshop,
Your question is pretty broad...Do you have an external IVR or are you talking about broadcast messages/give IVR commands from Symposium?
Do you have the access link?
Please provide more information and I will try to assist further.
Fonchick
Your question is pretty broad...Do you have an external IVR or are you talking about broadcast messages/give IVR commands from Symposium?
Do you have the access link?
Please provide more information and I will try to assist further.
Fonchick
- Thread starter
- #3
Nortelshop
Technical User
Hey Fonchick,
We do have an external IVR server, I don't think they are used for broadcast messages, but unsure. How can i tell? I was under the impression that if you have the access link to the voicemail system (active ports), you don't need IVR commands from Sympsoium.../??? Is that true..I'm really lost as to what the heck IVR does, I apologize. I alos know that they take up two slots in our cabinets in the PBX, like dual PRI cards.
And we do have the access link and I would like to know how IVR fits in with the various systems. All I know right now about the IVR's is how to build them in the switch, but a little hazy on what exactly they do and how they work with everything. Glad you can help me as we have limited training right now
....![[afro2]](/data/assets/smilies/afro2.gif "[afro2] [afro2]")
confused rookie
We do have an external IVR server, I don't think they are used for broadcast messages, but unsure. How can i tell? I was under the impression that if you have the access link to the voicemail system (active ports), you don't need IVR commands from Sympsoium.../??? Is that true..I'm really lost as to what the heck IVR does, I apologize. I alos know that they take up two slots in our cabinets in the PBX, like dual PRI cards.
And we do have the access link and I would like to know how IVR fits in with the various systems. All I know right now about the IVR's is how to build them in the switch, but a little hazy on what exactly they do and how they work with everything. Glad you can help me as we have limited training right now
....confused rookieHi Nortelshop,
My apologies for not being able to get back with you sooner.
With an Access link, you are linking your Symposium Call Center Server with Meridian Mail. This is what gives the recorded announcements in Symposium. You can also do some more advanced things such as play a menu in Symposium and collect digits and then route calls accordingly using the access link.
It sounds like you have lineside T1s in your PBX that connect your PBX with your IVR. Print a TN of one of the lines on that lineside T1 by printing loop shelf card unit of the first slot of the lineside T1. These most likely are built as ACD sets that belong to a bigger queue. Then when calls that are going to the IVR come in, they are pointed to the queue which then sends the call over to the IVR for treatment. Usually the IVR plays a menu and can do a number of things. For instance, when you call into your bank or credit card company, you are prompted for your account number and then you can get information about account balance, etc. This is the IVR collecting the digits and then getting information from a database and sharing it back with the caller.
In the environment I am currently working at the IVR front ends our customer service calls. There are options to make a payment, check account balance, buy pay per view movies. The IVR automates this so that this call is never routed to a call center rep.
Is there an IVR team in your company? If so, they should be able to share some of the statistics with you like the call completion rate in the IVR and more of the specifics of what the IVR is used for in your company...
If any of this is not clear, please let me know and I will try to assist further...
My apologies for not being able to get back with you sooner.
With an Access link, you are linking your Symposium Call Center Server with Meridian Mail. This is what gives the recorded announcements in Symposium. You can also do some more advanced things such as play a menu in Symposium and collect digits and then route calls accordingly using the access link.
It sounds like you have lineside T1s in your PBX that connect your PBX with your IVR. Print a TN of one of the lines on that lineside T1 by printing loop shelf card unit of the first slot of the lineside T1. These most likely are built as ACD sets that belong to a bigger queue. Then when calls that are going to the IVR come in, they are pointed to the queue which then sends the call over to the IVR for treatment. Usually the IVR plays a menu and can do a number of things. For instance, when you call into your bank or credit card company, you are prompted for your account number and then you can get information about account balance, etc. This is the IVR collecting the digits and then getting information from a database and sharing it back with the caller.
In the environment I am currently working at the IVR front ends our customer service calls. There are options to make a payment, check account balance, buy pay per view movies. The IVR automates this so that this call is never routed to a call center rep.
Is there an IVR team in your company? If so, they should be able to share some of the statistics with you like the call completion rate in the IVR and more of the specifics of what the IVR is used for in your company...
If any of this is not clear, please let me know and I will try to assist further...
- Thread starter
- #5
Nortelshop
Technical User
Hey thanks for your answer and input. i feel like I am a million times more competant after your explanation. I realize this is a higher level area, but I wanted to get the scoop from a more knowleadgeable, hands on person such as yourself. Thanks for the answer again! This a great site!
Rookie![[thumbsup2]](/data/assets/smilies/thumbsup2.gif "[thumbsup2] [thumbsup2]")
Rookie
- Thread starter
- #6
Nortelshop
Technical User
Hey Fonchick,
I apologize in advance for my constant questions, but do you know of a patch for the Not Ready activity codes from Nortel? I have heard, from this website, that a patch is needed for the M1 in order for them to work. We are currently on release 25. But my problem is that I have to have a patch number before I call Nortel. Do you know of such an issue. I've turned on NRAC in ld 23, programmed the activity codes on Symposium, but they still won't show up on the history reports. Any ideas??
Thanks-rookie
I apologize in advance for my constant questions, but do you know of a patch for the Not Ready activity codes from Nortel? I have heard, from this website, that a patch is needed for the M1 in order for them to work. We are currently on release 25. But my problem is that I have to have a patch number before I call Nortel. Do you know of such an issue. I've turned on NRAC in ld 23, programmed the activity codes on Symposium, but they still won't show up on the history reports. Any ideas??
Thanks-rookie
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