Best way to send callers to Nortel IVR session

[mharty]

Hello,I am really interested in everyone's opinions and experiences related to the best method of treating callers with the Nortel MPS (seated behind the CC 6.0). From what I understand, I could put the IVR ports into a skillset and essentially QUEUE TO SKILLSET ivr_skillset WAIT 2. Then if the caller needed a live op - the application would transfer back to a CDN and be treated accordingly. Another method would be the GIVE IVR command which seems like it would be beneficial in terms of reporting as basically the entire life of the call would be contained in one application report. My concern is when using GIVE IVR for long IVR caller interactions (sometimes >4 minutes for an IVR session), and in which many cases (approx. 60%) the caller is handled without a live op required. In which case, how would the CC 6.0 know not to continue controlling it and queue it to a skillset. I'm guessing we would need some type of HDX to notify the CC 6.0 that the call was treated in the IVR. Any opinions or more options? Thank you in advance.

 

[captaingadget]

If I understand your question correctly, you are worried about a caller being "stuck" in an IVR session with no means of escape except abandoning. Normally when CC6 puts a call into an IVR session it is up to to IVR application determine when the session is complete, CC6 cannot determine this for itself. So in answer to your question CC6 doesn't know, it's up to the IVR application to know. Unless anyone else knows any different!

 

[Milesprower]

Do not confuse the Command GIVE IVR WITH TREATMENT with an actual IVR system.

GIVE IVR WITH TREATMENT is an older command used to play announcements that are stored on a Meridian Mail/Call Pilot system. In this case the "IVR" referenced by the command is the ACD queue of voice ports on Meridian Mail/Call Pilot dedicated to CC6 to play announcements. It has been eclipsed by ACCESS capability (OPEN VOICE SESSION, GIVE CONTROLLED BROADCAST ANNOUNCEMENT), but is still available and support.

Normally, you have two choices when sending calls to an IVR system: make the IVR ports CC6 agents as your example above, or make the IVR ports ACD agents on the switch and route the caller to the ACD queue (ROUTE CALL ivr_acd_dn_gv).

In either case, once the IVR port answers the call, control of the call is assumed by the IVR and the CC6 only monitors the call status for reports (talk time).