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Interactive Voice Response Installation and Configuration Guide

Chapter 1

About Interactive Voice Response

This guide leads a system administrator through installing and configuring Interactive Voice

Response on a Business Communications Manager system.

Interactive Voice Response is an automated telephony application that prompts callers with a

combination of recorded menus and prompts, and real-time data from databases. Users enter digits

from their touch tone key pad that directs the Interactive Voice Response application to access

databases and play information back to the caller.

Interactive Voice Response is a call-handling system that frees up employees to perform their jobs,

and agents to make sales, rather than answer frequently asked questions. Interactive Voice

Response, can distribute calls, make announcements, and give callers access to relevant

information from dynamic databases 24 hours a day, 7 days a week.

This chapter contains

• What you need to know

• Hardware and software requirements

• Interactive Voice Response capacities

• How to get help

What you need to know

To install Interactive Voice Response you must know:

• how to log on to Unified Manager and use the Unified Manager interface.

Refer to the Business Communications Manager Programming Operations Guide for more

information.

• how to log on to CallPilot Manager and use the CallPilot Manager interface.

Refer to the CallPilot Manager Set Up and Operation Guide for more information.

• how to use PeriView. Refer to your PeriView system documentation for more information.

• how to create shared network folders. Refer to your Windows documentation for more

information.

Hardware and software requirements

• To install PeriView you must have a computer that runs Windows NT with Service Pack 6.

• You must have an Interactive Voice Response keycode.

• You must have one Client Administration Software License for the Business Communications

Manager that you use to perform administration using PeriView. You need one license per

system, not per Business Communications Manager.

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Avaya IVR Guía de configuración Pagina 5