Voice Processing - Nortel Contact Center Manager User Manual

August 2007

Voice processing

Voice processing provides automatic interaction with a caller. You can classify
interactions in the following ways:
Passive—playing prerecorded messages to a caller
Interactive—collecting input from a caller, usually with Dual Tone Multi
Frequency (DTMF)
Different voice processing methods
Contact Center Manager Server supports voice processing using the following
methods:
Script commands—Calls terminate on Controlled Directory Numbers
(CDN [Route Points]) and enter the Contact Center Manager Server script.
Script statements can direct a call to connect to a voice port or to recorded
announcements (RAN) trunk so that voice-processing interaction can take
place.
Front-end Interactive Voice Response (IVR)—Calls terminate directly on a
Media Processing Server (MPS) voice menu or other IVR system. Contact
Center Manager Server controls the calls when the voice-processing system
transfers the call to a CDN. This method of voice processing is largely
transparent to Contact Center Manager Server. Contact Center Manager
Server must not acquire the voice ports used for front-end IVR.
Script commands
Contact Center Manager Server supports the Give IVR command.
Give IVR
Use this command to play an announcement or IVR session using MPS. The
voice-processing system controls the treatment that the call receives. You can
base the treatment on the IVR ACD-DN or on the treatment DN. You can collect
digits from the caller, but you cannot access the information from the script
unless you use Host Data Exchange (HDX).
Contact Center Manager Switch Guide for Communication Server 2x00/DMS
Voice-processing subsystem configuration
169