13-1
13
IVR Services
Interactive Voice Response (IVR) is an application that allows participants
to communicate with the conferencing system via their endpoint’s input
device (such as a remote control). The IVR Service includes a set of voice
prompts and a video slide used to automate the participants connection to
a conference or Entry Queue. It allows customization of menu driven
scripts and voice prompts to meet different needs and languages.
The IVR module includes two types of services:
• Conference IVR Service that is used with conferences
• Entry Queue IVR Service that is used with Entry Queues
The system is shipped with two default Conference IVR Services (one for
the conferences and the other for gateway calls) and one default Entry
Queue IVR Service. The default services include voice messages and
video slides in English.
To customize the IVR messages and video slide perform the following
operations:
• Record the required voice messages and create a new video slide. For
more information, see "Creating a Welcome Video Slide” on page 13-39.
• Optional. Add the language to the list of languages supported by the
system.
• Upload the voice messages to the MCU (This can be done as part of
the language definition or during the IVR Service definition).
• Create the Conference IVR Service and upload the video slide, and if
required any additional voice messages.
• Optional. Create the Entry Queue IVR Service and upload the
required video slide and voice messages.
When upgrading the RMX software version new DTMF Codes and voice
messages are not automatically added to existing IVR Services in order to avoid
conflicts with existing DTMF codes. Therefore, to use new options, new
Conference and Entry Queue IVR Services must be created.