NEC IPS 2000 IVR Integration

[Michaelone]

We are implementing an IVR that will front end our existing customer service ACD group. Calls will initially be answered and served by the IVR and zero out calls will be routed to customer service.

We would like to use our existing CallCenterWorX MIS 2.08 that is in place to measure IVR call activity. Unfortunately, our vendor is telling us that the IVR cannot be included in an ACD call distribution group and cannot be measured.

Any thoughts and advice on this question will be greatly appreciated.

Thanks,

MichaelOne

 

[mextera]

This should be able to be done.

Things to remeber is set the IVR to a release answer and in each CCV be sure that the intial pause statement is atleast 6 seconds.

 

[dontworx]

If your customers are hitting the IVR first and leaving and hitting the Callcenterworx, the MIS cannot track the IVR. The MIS can only track calls that hit the callcenterworx server.

 

[mextera]

dontwork is correct the call must hit the ACD inorder to register at ACD/MIS
The IVR will transfer a call in to the ACD Pilot if this is done the call will record or validate in MIS.