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Universal_Routing

A Genesys CIM Platform component that provides voice-routing capabilities When it is combined with Multimedia, various types of non-voice media can also be routed. These two components work together to enable seamless routing of both voice and non-voice interactions. More information on Universal Routing is provided here.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Interactive Voice Response

Also known as IVR. A hardware and software system that uses responses from a touch-tone telephone to gather and store data. It uses a recorded human voice to reply to user input. It is sometimes referred to as the Voice Response Unit (VRU).

IVR can also refer to systems that provide information in the form of recorded messages over telephone lines, in response to user-supplied input in the form of spoken words or, more commonly, Dual-Tone Multi Frequency (DTMF) signaling. Examples include banks that enable you to check your balance from any telephone, and automated stock-quote systems. For example, For checking account information, press 1 or If you want a stock quote, press 2.

A computer technology that enables users to connect to a computer system and obtain information through voice input, instead of by using a keypad, keyboard, or touch-tone telephone device. An IVR system responds to a human voice, looks up information, presents alternatives, and interacts with the caller.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

IVR-Behind-Switch Assisted by Universal Routing Call Flows

This page illustrates voice inbound call flows that are available in IVR solutions that use Genesys Universal Routing, where the IVR is deployed behind the switch.

Voice interactions that arrive at the switch are queued to an ACD queue, in which the ACD positions are actually IVR DNs. Through a virtual routing point in the premise T-Server, the IVR application invokes a Universal Routing strategy. Universal Routing instructs the IVR application to play applications or collect information and uses the collected information to return an appropriate target. The IVR application mute transfers the call to that target.

The following call flows are supported:

Inbound call flow — IVR transfers to ACD queue

This call topology shows the outcome of a call that an IVR transfers to an ACD queue, in accordance with routing instructions. The call arrives at an ACD queue and is diverted to an IVR DN. The IVR requests routing instructions from a virtual routing point, and then mute transfers the call to another ACD queue.

This diagram depicts the IRF representation of the call topology in the case of a self-service (SS) IVR (when the IVR is in its own box).

Technical Descriptors illustrated:

  • Received/Completed
  • Received/Completed
IVR URS F 002 IRF.png


Inbound call flow — IVR transfers to agent

This call topology shows the outcome of a call that an IVR transfers directly to an agent, in accordance with routing instructions. The call arrives at an ACD queue and is diverted to an IVR DN. The IVR requests routing instructions from a virtual routing point, and then mute transfers the call to an agent. The following diagrams illustrate the outcomes for:

IVR transfers to agent (self-service IVR)

This diagram depicts the IRF representation of the call topology in the case of an SS IVR (when the IVR is in its own box).

Technical Descriptors illustrated:

  • DivertedTo/Transferred
  • InitiatedConsult/Transferred
  • ReceivedTransfer/Completed
IVR URS B 002.png

IVR transfers to agent (nonself-service IVR)

This diagram depicts the IRF representation of the call topology in the case of a nonSS IVR.

Technical Descriptors illustrated:

  • ReceivedTransfer/Completed
IVR URS B 002a.png

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This page was last modified on 28 March 2017, at 21:41.