Voice Application Design
Voice applications implement call processing scenarios specific to your business needs. Ivanti Voice uses multiple voice applications to implement different call processing scenarios.
In addition, Ivanti Voice has a development tool called Application Builder that enables you to create new voice applications and edit existing applications.
After creating a voice application, you will use the Applications Selector to configure how and when Ivanti Voice uses the application.
Voice Applications
Voice applications are telephony applications that answer calls and automate interactions with callers. Ivanti Voice uses multiple voice applications, each dictating a different call processing scenario that can include:
•Caller identification and authentication - The voice application can connect to customer information stored in a database and use the data to verify the caller’s identity. The voice application can also display the data to the contact center agent who receives the call, which saves time since the agents does not have to collect the information from the caller.
•Prompts - Communicate automatically with callers using audio prompts generated either by recorded audio files or a text-to-speech (TTS) engine. Use prompts to greet callers, convey menu options, request data, play hold music, etc. If your contact center receives calls from speakers of foreign languages, configure Ivanti Voice to dynamically play prompts in multiple languages.
•Data collection - Callers can input data into the voice application either by pressing numbers on a phone keypad or by speaking, if you have an integrated Automatic Speech Recognition (ASR) application. The voice application attaches this data to the call by setting call properties.
•Call routing - Call processing scenarios end with the voice application routing the call to a destination, which is usually an agent’s phone or voice mailbox. The voice application routes the call according to routing rules, which are conditional instructions that determine the destination of a call (refer to Routing Rule Configuration for details). You can configure the voice application to route a call to:
•The agent who is most qualified to handle the call.
•The agent who has not taken a call for the longest period.
•The first available agent.
•Messaging - Callers can use the voice application to send voice mail and email to Ivanti Voice users.
Use the Application Builder to create new voice applications and edit existing applications. Then use the Applications Selector to configure how and when Ivanti Voice uses the application.
In order to create or modify voice applications in Ivanti Voice, you need to become familiar with the following:
•Working in the Application Flowchart