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Chapter 3: Avaya BCM - IVR 2.1 Upgrade

Overview

This chapter covers:

1. The Avaya BCM-IVR 2.1 Upgrade

2. New or updated features of Avaya BCM-IVR 2.1

3. Pre-requisites for the BMC-IVR 2.1 upgrade

4. Transition issues

5. Documentation issues

The Avaya BCM-IVR 2.1 Upgrade

Avaya Business Communications Manager (Avaya BCM) 4.0 is a fully integrated

communication system for small businesses, government networks, retail networks, and

enterprise branch offices.

The Avaya BCM 4.0 offers interactive voice response capabilities through Interactive Voice

Response 2.1 (IVR 2.1). IVR 2.1 is a suite of products that allows businesses to create

applications callers can use to access information by responding to a series of prompts through

their touchtone phones.

The IVR applications are developed for specific customer needs and in many cases are

integrated with databases to enable real-time queries and updates. Some examples of IVR

applications are:

Example

• A pharmacy's application that lets customers access their accounts, receive real-time

status on their prescription refills, and request prescription refills.

• A bus station's IVR application that lets customers book seats on a trip or review

projected departure times.

• A bookstore's application that lets customers hear store hours, purchase books, and

check the delivery of an existing order.

The collection of hardware and software that creates and administers IVR applications on

Avaya BCMs is collectively referred to as the Avaya BCM-IVR 2.1 system.

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