Polycom DOC2066F manual IVR Requirements, Hardware, Audio File Conversion

Chapter 6 - IVR and Entry Queue Services

IVR Requirements

Appropriate hardware and audio files are required for the IVR system.

Hardware

The following hardware is required to set up and manage IVR conferences:

•Audio+ card - The Audio+ card stores the audio messages that are part of the IVR Service. These messages are played while the participants wait in an IVR-enabled Entry Queue, Participants Queue or conference.

•Music I/O card (optional) - An I/O card attached to the rear of the Audio module, at the MCU's rear panel. It is used to playback music or recorded messages from an external device such as a tape or CD player. The music is played when the conference is placed on hold or while waiting in the Participants Queue for the Operator’s assistance. This card is optional in the MGC-50/MGC-100 and is embedded in the MGC-25.

Audio File Conversion

The MGC Manager is shipped with a set of default audio (*.wav and *.acc) message files in English and Spanish. These files can be used with the default IVR and Entry Queue Message Services installed with the MCU software, or to create new services. Conversion of audio files to the format that is recognized by the Polycom MCU is necessary when you record custom sets of voice prompts and messages. The audio files must be converted into the MGC internal format (*.aca) before they are downloaded to the MCU unit for use in IVR Message Services. Therefore, you should prepare the audio files before defining the IVR software module properties and IVR and Entry Queue Message Services.

The Audio conversion tool is described in the MGC Manager Administrator’s

Guide, Chapter 8.

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