Interactive Voice Response
Also known as IVR. A hardware and software system that uses responses from a touch-tone telephone to gather and store data. It uses a recorded human voice to reply to user input. It is sometimes referred to as the Voice Response Unit (VRU).
IVR can also refer to systems that provide information in the form of recorded messages over telephone lines, in response to user-supplied input in the form of spoken words or, more commonly, Dual-Tone Multi Frequency (DTMF) signaling. Examples include banks that enable you to check your balance from any telephone, and automated stock-quote systems. For example, For checking account information, press 1 or If you want a stock quote, press 2.
A computer technology that enables users to connect to a computer system and obtain information through voice input, instead of by using a keypad, keyboard, or touch-tone telephone device. An IVR system responds to a human voice, looks up information, presents alternatives, and interacts with the caller.
Glossary
Contents
IVR-in-Front-of-Switch Call Flows
This page illustrates inbound voice call flows that are available in IVR solutions where the IVR is deployed in front of the switch.
Voice interactions arrive at an IVR that is visible to the IVR Server’s virtual T-Server. Either self-service, or simply front-end identification and segmentation, can be the focus of the IVR application. If the IVR application cannot completely handle the voice interaction, the interaction can be transferred to an ACD queue behind the switch that represents a requested skill, service type, or customer segment. Agents who are logged in to the ACD queues handle the interactions. Alternatively, the interaction can be transferred directly to an agent.
The following IVR-in-front-of-switch call flows are supported:
For other IVR-in-front-of-switch call flows, see IVR-in-Front-of-Switch Assisted by Universal Routing Call Flows. See also Validated Voice Call Flows.
Inbound to IVR DN
In this call topology, a call arrives at an IVR DN. The following diagrams illustrate two possible outcomes:
Self-service IVR — Call completes normally
| This diagram depicts the IRF representation of the call topology when the call completes normally in the case of a self-service (SS) IVR (when the IVR is in its own box).
Technical Descriptors illustrated:
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Nonself-service IVR — Call abandoned by customer
| This diagram depicts the IRF representation of the call topology when the call is abandoned by the customer. This is the nonself-service (nonSS) IVR case.
Technical Descriptors illustrated:
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IVR transfer to ACD queue
In this call topology, a call arrives at an IVR DN, which hook-flash transfers the interaction to an ACD queue, from which the call is eventually distributed to an agent. The following diagrams illustrate two possible reporting results:
IVR transfer to ACD queue — Self-service IVR
| This diagram depicts the IRF representation of the call topology in the case of an SS IVR (when the IVR is in its own box).
Technical Descriptors illustrated:
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IVR transfer to ACD queue — Nonself-service IVR
| This diagram depicts the IRF representation of the call topology in the case of a nonSS IVR.
Technical Descriptors illustrated:
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IVR transfer to agent
In this call topology, a call arrives at an IVR DN, which hook-flash transfers the interaction to an agent. The following diagrams illustrate two possible reporting results:
IVR transfer to agent — Self-service IVR
| This diagram depicts the IRF representation of the call topology in the case of an SS IVR.
Technical Descriptors illustrated:
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IVR transfer to agent — Nonself-service IVR
| This diagram depicts the IRF representation of the call topology in the case of a nonSS IVR.
Technical Descriptors illustrated:
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