User manual

Chapter 1, Integrated Voice Services

Implement Integrated Voice Services

The process to implement IVS involves the following stages.

Stage Description

1. Install all required IVC cards and modules. See the following

procedures:

• "Install an IVC Card"

• "Install an IVC Module"

2. Create one or more IVS groups, as needed. See the procedure, "Create

an IVS group."

3. Create one or more IVS phrase groups, as needed. See the procedure,

"Create an IVS Phrase Group."

4. Define IVC devices (IVC card ports) and assign them to IVS groups.

See the procedure, "Define IVC Devices: Creating an IVC Card."

5. Create all of the IVS phrases, including system phrases, to be used by

the call center. See "IVS Phrase Management," "System Phrases," and

"Phrase Combination.".

6. Download all IVS phrases to be used by the call center to appropriate

IVC cards or modules. See "IVS Phrase Manager" and related sections.

7. If the call guides for your call center involve digit collection, define

one or more digit collection templates. See the Procedure, "Create a

Digit Collection Template."

8. Build one or more call guides to be used by the center's Automatic Call

Distribution (ACD) pilots. Include any required digit collection

templates. See "Call Guide Support for IVS" and the ACD Call Guide

User Manual (2545-nnn).

9. Create all required ACD steering pilots (with the call guides you

created) for the center. See "Create an ACD Pilot" in the ACD

Administrative Procedures manual (2542-nnn).

10. Implement all other IVS capabilities as needed:

• Support for CLASS (Custom Local Area Signaling Services)

features

• IVS Port Sharing

• Diagnostic Testing

• Intelligent Queuing

• Play IVS Phrase

• Whisper Messaging

See the appropriate sections in this publication.

8 Aastra – 2489-005