User manual

Chapter 1, Integrated Voice Services

Capability Description

Caller Directed Routing Based on caller input (typically in the form of

DTMF digits), IVS routes calls to appropriate

agents or related systems to provide more effective

call processing and responsiveness.

Phrase Management

The IVS Phrase Manager™ is a PC application

that records, uploads, organizes, and manages

audio files for use by an IVC card or module.

Any third-party software can record the audio files,

but the IVS Phrase Manager must upload them

(across an OAI channel) to ensure that they play

at a safe volume.

The Phrase Manager stores audio files in “mu-law”

format (8 KHz, 8-bit), a telephony standard.

Support for CLASS Services IVS can support CLASS (Custom Local Area

Signaling Services) features, including:

• Selective Call Forwarding

• Anonymous Call Rejection

• Automatic Recall

• Remote CLASS Feature Access

• Caller Identification with Name and Number

Port Sharing Several callers can share the same IVC device

(IVC card port), which improves the efficiency of

port use.

Diagnostic Testing An IVC card can, with proper configuration,

perform diagnostic tests.

This functionality allows an IVC card to replace a

Diagnostic Test Interface (DTI) card in a system.

Intelligent Queuing IVS can give each caller an anticipated wait time

before an agent will answer the call. Intelligent

Queuing helps a caller decide whether or not to

continue to hold.

Play IVS Phrase A user of an ACD station (such as an ACD agent

or supervisor) can listen to IVS phrases.

Whisper Messaging IVS can play audio messages on a destination

phone (such as an ACD agent station) before the

switch connects the incoming call. A whisper

message typically provides information about the

inbound call.

2 Aastra – 2489-005