That would all depend on what the IVR is programmed to do. And that would depend on the Business need. The IVR is normal a standalone system in front of (Inbound lines come directly into the IVR) of beside the PBX (Inbound lines come into the PBX, then Trunks are setup to the IVR. Calls are handled by the PBX, then handed to the IVR). The IVR would normal process the user name, account numbers, and be able to give the user option like balance, etc. (All kinds of questions that would not need an Agent. but once the call is sent to an Agent, then normal it would follow what ever the ACD is programmed in the PBX, you might have expert agent, so queued by skills, or just hunt groups. (depends on the option you have purchased in the PBX.) It really sounds like you need to take to Avaya or a Business Partner.
