User guide

General Information Guide
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Hunt group configuration
Hunt groups are available and are configured in YourSite Explorer. Hunt groups are a series
of ports that act as routing points. When a call is received, the telephone system searches the
ports assigned to hunt groups for the first available port and switches the call onto that port.
Calls are routed to the first available port in the hunt group, at which point the caller will be
connected.
Prompt and playlist editor
Prompts (playlist editor) are configured in YourSite Explorer. You are able to view the list of
system, queue, voice readback, and custom prompts and assemble them to create playlist.
Additionally, you can import, preview, and record prompts.
Network Monitor enhancements
Network Monitor enables you to set alarms on critical IVR and call flow functionality, such as
SQL Server Down, Bad Audio File, and Invalid Agent Destination for Callback.
Single point of administration
IVR Routing’s Visual Workflow Manager application uses a single point of administration in
YourSite Explorer for easy administration of your IVR solution.
Scalability and Resiliency
IVR Routing provides scalability by distributing call loads across multiple instances of IVR
Routing from a single interface. This enables the number of IVR Routing instances to scale up
as the business grows, supporting geographically distributed instances of IVR Routing. This
also reduces the number of ports required for common IVR tasks.
IVR Routing also provides resiliency, with multiple live systems and redundant ports that
compensate when one system goes down. In a multi-Virtual Workflow Manager server
configuration, self-sufficient remote instances continue to function even if they lose access to
the primary database or site.
RAD Messages
RAD messages, such as a messaging thanking the caller for holding and informing them of
their position in queue and expected wait time, are associated to queues and broadcast to up
to 50 callers in the queue. After a call is received and has traveled through a call flow to a
queue, RAD messages can be configured to play at programmed intervals for all callers in that
queue. Up to four RAD messages can be associated to each queue.