User manual

IVC Card Features and Support

Chapter 1

Integrated Voice Services

The Integrated Voice Services™ (IVS) feature provides interactive voice response (IVR)

functions without expensive IVR hardware. IVR functions include the generation of pre-

recorded messages and prompts for caller input. Callers usually provide input through

dual-tone multi-frequency (DTMF) tones, which IVS collects and analyzes.

The IVS provides a front-end for Automatic Call Distribution (ACD). It can request

caller input (through phrases such as "please enter your account number"). Caller input

helps ACD route calls and helps agents respond more effectively. IVR functions can:

• Reduce costs

• Improve access to information

• Reduce data errors

• Enhance customer retention

• Improve productivity

The hardware that provides IVR functionality is either an Integrated Voice Controller

(IVC) card or module. See "IVC Cards and Modules" for details. PointSpan 1.0 or later

(with Deluxe ACD functionality) supports IVS. IVS requires an Ethernet Open

Application Interface (OAI) to receive phrase files from an interconnected PC. See "IVS

Phrase Management."

ACD call guides control core IVR functions, including phrase generation, prompts, digit

collection, and call routing based on user input. For detailed information, see "Call Guide

Support for IVS."

Table 1 describes core IVS capabilities.

Table 1. IVS Capabilities

Capability Description

Integrated Announcement The full IVR capability that combines IVS phrase

generation and digit collection.

IVS Phrase Generation IVS provides many audio files that contain speech,

tones, music, or other forms of audio. It can play

these phrases to a caller.

Digit Collection Using a Digit Collection Template and the Get

Digits call guide command, IVS can collect DTMF

digits as input from a caller.

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