User guide

General Information Guide
142
IVR Management
Visual Workflow Manager enables you to configure management plans for your interactive trees
that enable supervisors to call in and interact with the IVR over the phone. After you configure
a management, administrators can call in and put messaging ports into Emergency Mode or
back into Normal Mode, and can optionally record and manage messages over the phone from
remote locations.
Configuration
IVR Routing and Visual Workflow Manager are configured in YourSite Explorer. The primary
devices used with IVR Routing are media servers, extensions (ports), hunt groups, queues,
and call flows.
Extension configuration in YourSite has been expanded so extensions can be configured as
IVR Routing ports. From the Extension type field, extensions can now bee classified as the
following port types: App Server, Attendant Console, Auto-attendant, Callback Port 5020 IP, IQ
Smart Choice Port, Messaging Port 5020 IP, RAD Port 5020 IP, UPiQ 5020 IP, Voice, Voice
Mail, and Voice Softphone. Each extension / port has a specific extension number. A caller to
your contact center is presented with options to dial various answering points. The caller can
dial an individual agent at an extension through a queue number.