User guide

IVR Routing

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Introduction

This section provides an overview of Mitel IVR Routing and how it works. For more information,

refer to the following topics:

•Overview

• Benefits

•Features

• Configuration

Overview

IVR Routing is an all-in-one, scalable, integrated voice processing solution that works in

conjunction with Contact Center Management, replacing the previous IVR solution Intelligent

Queue. IVR Routing can also be integrated with Contact Center Solutions applications such

as soft phone and Contact Center Screen Pop. IVR Routing enables you to rapidly and intuitively

• Build call flows in a drag-and-drop graphical interface using Visual Workflow Manager

• Create and relay static and custom recorded announcements to callers in queue

• Provide callers with expected wait time or position in queue messaging

• Guide callers to the information, extension, or ACD queue that best meets their needs

• Allow customers to request a queue callback by leaving a voice message or using the Web

• Route calls based on the number they are calling from (ANI/CLI), time or day, or current

queue conditions

• Report on IVR activity

IVR Routing’s intelligent messaging enables you to create and automatically serve recorded

announcements that provide callers with the following information:

• Estimated time that they will wait in the queue

• Number of callers in the queue

• Time-of-day messaging

• Day-of-week messaging

• Exception-based messaging (based on what is happening in the queue)

Call flows

Call flows are the pathways callers use to reach all areas and individuals in your organization

and dictate the prompts callers heart, the inputs requested by the system, and the available

routing options. Call flow functionality can identify customers and determine their service needs

by phone number, toll-free numbers dialed, and the digits callers enter to reach specific areas

of your organization. Proper call flow configuration is necessary to direct callers to the agents,

departments, and employees best qualified to handle their requests.