Nortel Contact Center Manager User Manual page 25

August 2007
Give IVR
The CS 2x00/DMS switch supports the basic Give IVR command.
Syntax
GIVE IVR {INTERRUPTIBLE} <ivr_dn>
IVR support on Symposium Call Center Server
The following is supported in Symposium Call Center Server.
Front-end IVR—Data captured in a front-end IVR is passed with the call
to Symposium Call Center Server using the Caller Entered Data (CED)
feature. The front-end IVR uses dedicated voice port lines physically
connected to the port on the CS 2x00/DMS switch. Contact Center
Manager Server fully supports front-end IVR.
Caller Entered Data—The IVR platform supports the TAPI/IVR call data
interface. Script intrinsics allow scripting access to the data entered in the
front-end IVR session. Routing decisions are based on the entered data.
Symposium Call Center Server 5.0 does not support IVR (driven by scripting).
IVR support on Contact Center Manager Server
When the script requests IVR, the call physically moves to the IVR system, but
logically (on Contact Center Manager Server) it appears anchored at the CDN.
Full configuration and reporting of script-driven IVR is available.
Only GIVE IVR is available. Advanced voice processing script commands are
not supported.
Contact Center Manager Server fully supports front-end IVR with CED.
Configuration
The GIVE IVR command can be incorporated into scripts and the scripts can be
compiled. IVR queues are configured and acquired using Contact Center
Manager Administration. You can enable the Real-Time Statistic Multicast
(RSM) IVR data stream using the RSM configuration tool.
Contact Center Manager Switch Guide for Communication Server 2x00/DMS
Getting started
25