Front end IVR (Collect digits?)

[leithdavyb]

We wish to add a simple 2 or 3 option IVR to the begining of one of our scripts. We have a CC6/Meridian Mail combo at the moment, but will be moving to Call Pilot shortly.

Is using the digit collection command within the CC6 script the correct/best/only way to do this? We have had issues with our voice ports becoming de-aquired in the past.

Any suggestions would be much appreciated.

 

[Milesprower]

I would use the Mermail or Call Pilot to collect the digits. I am assuming you are placing an upfront menu choice (press 1 for Sales, 2 for Service, etc..).

After the callers makes their choice, the voice mail system transfers the caller to a CDN on the Switch and then SCCS takes control of the call.

The reason to use the voice mail system is better fault tolerance. If the SCCS goes down or the integration with Mermail/Call Pilot is lost, callers can still make their choice and get routed properly.

 

[mte0910]

If you are overly concerned with loosing access channels (which are not the same as IVR ports), then you may want to setup an attendant menu where you send the call to a different CDN based on the menu choice.

 

[Johnthephoneguy]

Also with Call pilot you can run reports to find out how many times each tree was reached, ie how many times they pressed 2 for sales etc

JohnThePhoneGuy

"If I can't fix it, it's not broke!