IVR Setup, help needed

[NeilNobles]

I am in the middle of setting up a call center application on a 400. The customer wants to hae it setup where when the caller goes to the support skillset they enter their customer ID #. When that is entered it then will go to a designated computer along with the dial string that the customer dialed to get to there fianl destination (agent).

From my understanding that is what the purpose of the IVR is, to send that collective data out to a PC with their program on it. That program will then generate a screen pop for the agent that answers the call.

My confusion is exactly how the IVR comes into play, does it actually answer the calls, or is it just something that I can just inject later in the call path if the call goes in that direction.

Also if by any chance anyone out there has a guide to making the setup of the IVR any easier that would be great. I have the tasked based guides for the 400 and the manual for the IVR, but it is a little confusing to me.

Any help would be greatly appreciated!!

 

[NeilNobles]

Somebody, anybody?

 

[naurry]

The IVR can do that but you have to ask yourself is it worth it? Interactive Voice Response is typically used as a self-service transaction and requires specialized know-how on the BCM as well as understanding the database application it's dipping into.

Here's an example of what the IVR was meant to do: Safeway uses the BCM IVR functionality in their pharmacies. A patient can call in and refill their prescription by entering the prescription number and confirming their identity. The system will confirm the refill and give them an approximate completion time.

For your customer, it might be much easier (and cheaper) to do something like Intelligent Routing, screen pops using CLID. Anyhow, that's my opinion.

 

[NeilNobles]

I am open to any suggestions, how would you go about setting up something like that. I appreciate the help, I have been reading and working on this for a while now and need to get it finished.

 

[NeilNobles]

I know that I could set it up for callerId recognition, but the problem is I need the for the caller to be able to enter there id #. That is what will tell my customers program what screen to pop.

They already have the IVR keycode, lan cte, I just ordered the BCM IVR 2.1 tool kit cd, is the IVR complicated to set up, I have already done the full contact center setup, but have never done an IVR. Will the Periview program make the IVR understandable to program, or am I going to need to be a computer programer to figure this out.

 

[naurry]

You're going to need a computer programmer to help you out. The IVR functionality basically does this:

1. BCM answers the call
2. IVR prompts the caller for input
3. Caller inputs using dialpad
4. IVR translates the numerical input and performs a data-dip in a database
5. IVR responds depending on the database results

Your customer flow is going to look like this:

1. BCM answers the call
2. IVR prompts the caller for ID#
3. IVR takes the input and checks database
4. IVR should confirm the correct ID
5. IVR needs to send that ID to whatever application that will generate the screen pop.

The Peri tools will help but it really takes a lot of development work. I'll be honest with you, this is going to cost a lot of money for your customer.

What area are you in? Have you talked to a Nortel rep?

 

[NeilNobles]

The customer has already purchased all of the necessary keycodes and equipment to do it. The prediciment that we (I) ran into was that at the time that we bid the job our engineer had no problem with the prgram of this system. But since then has moved on to bigger and better things. So now it has been put on to me to complete the system. The customer has spent quite a bit on all of this, that is why it is important that I figure this out at soon as possible. We just go the cd in today for the IVR, hopefully this will make things a little clearer for me.

 

[naurry]

Good luck!

 

[NeilNobles]

Can anyone please give me exactly what I would need to Install an IVR, keycodes and everything. ASAP
Thanks

 

[senk1s]

You probably need the read the documentation ...this is a good start along with naurry's outline

http://www142.nortelnetworks.com/techdocs/BCM3_5/pdf/3_5ivr.pdf

Or you may get trained or hire someone just to finish the setup and then take it from there - that is actually better if you are designing a custom application using the Peristudio <this has nothing to do with a phone system>

 

[NeilNobles]

I am going to do my own custom application, the problem that we just ran into was, the system when sold to the customer was not designed properly, I don't think. We bought the keycodes for the IVR ports, and the BCM IVR 2.1 tool kit cd. But I believe that we also needed the keycode to use the periproducer software, and it aint cheap. Maybe someone will correct me if I am wrong but I don't think I am.

 

[naurry]

That's true the auth codes for MPS Tools (Peri Tools) is very expensive but you can install it and use it for 30 days (I think) without the license.

 

[NeilNobles]

I couldn't get it to come up at all without it?