GIVE RAN vs ROUTE CALL vs GIVE IVR

[leighchen]

Hi all,

We are planning to replace some of our MIRAN close announcements with Callpilot announcements. Since we have not yet set up IVR queue or ACCESS queue, we will modify our scripts by replacing GIVE RAN with ROUTE CALL at this point. We will further change ROUTE CALL to GIVE IVR in the future

My questions are: 1) Are there any pitfall in using ROUTE CALL for close treatment? 2) What are the advantages of using GIVE IVR over ROUTE CALL, if any?

Thanks.

 

[sandyml]

On your stats, GIVE IVR will result in a high number of abandoned calls (as people hang up during the message). ROUTE TO will show as calls terminated.

 

[tnphoneman]

Also with give ivr Symposium is still in control of the call. With route to the symposium hands over control of the call to the PBX which then hands control over to CallPilot.

This of course happens quicker than you can blink.

 

[Milesprower]

Why fool with GIVE IVR or ROUTE CALL?

With Call Pilot Integration (CPI), ACCESS is the way to go. Most capability (GIVE MULTIPLE BROADCAST, OPEN VOICE SESSION), easy to re-record announcements and less applications to build on Call Pilot.

Since Symposium requires you to segment ACCESS and GIVE IVR ports into separate IVR ACD-DNs, you want to go one way or the other to pool your voice ports for most efficient operation.

You can leave the current MIRAN announcements working while you integrate and test ACCESS. Then modify scripting as needed or all at once to use ACCESS capability.

 

[sandyml]

The ROUTE CALL is good when you want to get callers to an afterhours mailbox, for example. You are quite right in pointing out the uselessness of it for simple announcements, and leighchen didn't say anything about mailboxes.

leighchen, GIVE IVR is more or less a legacy function. ACCESS is much more efficient. It also gives you the option of using CONTROLLED BROADCAST (it's an ACCESS function), where you can have up to 50 callers grouped together on a single port to hear a certain announcement.

 

[leighchen]

Thank you guys. Your replies helped a lot.