User manual

IVC Card Features and Support

Beyond creating, loading, and assigning phrases, phrase management requires a detailed

call center architecture, including how call guides use phrases and the assignment of

different phrases and IVC devices (ports) to IVS phrase groups. Within a switch, the IVS

phrase database maintains the relationships between IVC groups, IVS phrase groups, IVS

phrases, and IVC devices. Efficient phrase management, however, cannot rely entirely on

the switch database. Good phrase management begins with detailed call center planning

and effective call guide design.

System Phrases

Although a PointSpan switch cannot know the content of your system's unique phrases, it

offers some assistance in creating meaningful combinations. The Speak IVS Data step

plays a single variable or value to a caller, translating data values into audio phrases. For

example, it can translate 6000 into "six, zero, zero, zero." To support this Speak IVS Data

function, you must record all the system phrases, such as "one" and "six," that your

system's ACD call guides will generate. Then, assign all these system phrases to a single

phrase group and download them to an appropriate IVC card or module.

Table 3 shows the phrase identifiers that enable the system to properly translate Speak

IVS Data values into audio. The switch processes all of the phrase identifiers shown.

Your system, however, only requires phrases that its call guides will actually generate.

The exact translation of data depends on how your call guides define the data.

Table 3. Standard System Phrases

Phrase

Phrase Phrase

Phrase

1 "zero" 41 "eighth" 81 "Thursday"

2 "one" 42 "ninth" 82 "Friday"

3 "two" 43 "tenth" 83 "Saturday"

4 "three" 44 "eleventh" 84 "AM"

5 "four" 45 "twelfth" 85 "PM"

6 "five" 46 "thirteenth" 86 "o'clock"

7 "six" 47 "fourteenth" 87 "hour"

8 "seven" 48 "fifteenth" 88 "hours"

9 "eight" 49 "sixteenth" 89 "minute"

10 "nine" 50 "seventeenth" 90 "minutes"

11 "ten" 51 "eighteenth" 91 "second"

12 "eleven" 52 "nineteenth" 92 "seconds"

13 "twelve" 53 "twentieth" 93 "negative"

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