Specifications

Overview
AltiContact Manager Administration Manual 1-15
1. Overview
IVR Features
The IVR features provide quick and courteous processing of all incoming
calls. An IVR can be configured to serve as a primary Attendant or as a
backup to a receptionist.
IVR features include:
• Dial By Name - allows a caller who does not know your extension
number to spell your name using the telephone key pad. The system
will search the Directory and make a match on the name to connect the
caller to the intended party’s extension. The caller can match first OR
last name when dialing by name.
• Data-Directed Routing - allows the routing of calls directed by the
caller’s input (digit or text). Third party applications can be used to
route incoming calls based on caller information.
• Digit Collection - caller can be prompted to enter numbers, which are
then collected and used for routing the call.
• Direct Station Transfer - allows the IVR to handle all incoming calls
instead of being answered by an operator. Callers can dial an extension
number to reach a specific station or use the name directory to find an
extension number.
• Failover Routing - allows the IVR to provide a new menu path as a
failover action if the Collect Digits action fails.
• Multiple IVR Support - allows up to 255 editable IVR attendants.
• Name Directory Service - allows callers to hear a list of employees
and their extension numbers.
• Nine-level Programmable Menus - allows multiple levels of
recorded menu options for specific routing of calls.
• Programmable Time-Out Handling - allows the administrator to
select the action the system should take if there is no digit detected by
the caller within specified seconds.
• Schedule-Based Call Processing - routes calls differently for
different times of the day.
• Web-based Call Processing - allows the IVR to accept calls placed
over the World Wide Web.