User guide

IVR Routing
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Benefits
IVR Routing provides the following benefits:
• Easily manages complicated call flows
• Keeps callers informed
• Manages caller expectations for a more positive experience
• Matches callers with the most appropriate agent based on a range of factors
• Provides callers with flexible contact alternatives to waiting in queue
• Helps you meet service level commitments
• Understands call flow from the customer's perspective
• Enables you to easily monitor IVR activity
Core Features
IVR Routing includes the following core features:
• Visual diagramming
• Hunt group configuration
• Prompt and playlist editor
• Network Enhancements
• Single point of administration
• Scalability and Resiliency
• RAD Messages
• Callbacks
• Music on hold
• Time in Queue
• Updated Position in Queue
• Port Status Monitor
• Port Sizing Tool
• IVR Management
Visual diagramming
Visual diagramming enables you to build call flows in a diagramming interface. You drag all
activities to a pallet to build call flows, including transfers, database read/write, interactive
menus, verified collected digits, and routing conditions.