Interactive Voice Response

Interaction Attendant offers basic IVR functionality by allowing easy configuration of simple database operations. Applications such as account status help desk trouble ticket status, and account verification as well as many others can be deployed. This simplifies administration of the basic IVR applications.

An auto attendant answers your calls and, offers menus, and routes calls based on user key presses. Based on caller feedback an auto attendant:

• Plays prerecorded prompts
• Transfers calls to an agent, queue, or voicemail
• Dynamically converts text to speech
• Offers sub-menus
• Sends or receives faxes
• Routes emails to the first available agent
• Provides access to voice mail
• Searches an employee directory
• Does much more!

The Interaction Attendant offers customers a flexible and usable tool for maintaining their Auto attendant. It offers a Windows-like menu structure and configuration. While easy to use, Interaction Attendant is also robust, handling schedules, multiple DID, and workgroup-level Attendant menus.

Advantages of using Interaction Attendant

• Simplicity
Designed with novice users in mind, and with a robust feature set.
• Power
Users can create sophisticated call flows as well as email flows
• Familiarity.
Uses a familiar tree display to show the relationships among servers, profiles, Schedules and menus. This makes the system very easy to use.
• Flexibility
Profiles can be scheduled to activate automatically.

For example, you can offer different menu options after business hours, or play a holiday greeting message on Christmas day. Profiles can also be defined for Special scenarios, and activated when needed. For example, you might activate a "snow day" profile when weather conditions interfere with normal business Operations.

Microsoft CRM Connector and Interaction Attendant

Interaction Attendant now has nodes to connect to Microsoft CRM to offer callers information about cases and their accounts. They are:

• Query Cases for Callers
Allows a caller to query their open cases, hear the case number, and select a particular case number for further details.
• Play Case Results
This node plays the case results for the selected query to the caller.
• Query Orders for Callers
This node queries the orders, allows the caller to select an order for greater detail and then plays order information to the caller.

Database Options for simple IVR applications

CIC and EIC’s Interaction Attendant offers basic IVR functionality by allowing easy Configuration of simple database operations. Applications such as account status help desk trouble ticket status, and account verification as well as many others can be deployed without custom Interaction Handlers. This simplifies administration of the basic IVR applications. The following database operations are available:

The following database operations are available:

Database Query – Query a single column in a database table. For instance, look up the status field of a help desk ticket.
Database Record Selection – select a record. Select the record from the results of a query.
Database Results Processing – Speak back the result as a dollar figure, numeric, etc.
Database Insert – Insert information into a field in a database for a specific record.
Database Delete – delete a record in a database.

IVR Reporting

Interaction Attendant nodes have a checkbox to turn on IVR reporting. Several new IVR reports present this information.

Reports can be generated on the following Attendant Profile components:

• The Attendant Profile itself
• Schedules
• Menu Nodes
• Complex Action Nodes

IVR reporting is activated using a checkbox called “Enable IVR Reporting” included within Interaction Attendant Node configuration interfaces.

Information about the date/time and duration of time that a call remains associated with a given Attendant Node is captured.

Six reports are available to show the activity of auto attendant and IVR processes. They are:

• IVR Audit Report
• IVR Breakdown
• IVR Summary
• IVR Exit Path
• IVR Abandoned Report
• IVR Summary by Date

Benefit: While it was quite cumbersome to set up IVR reporting in previous releases, now IVR reporting can be easily enabled right as the call flow is being built. The resulting IVR reports make it much easier to monitor the effectiveness of IVR menus and prompt to determine if the desired customer behavior is being achieved. The end result is better IVR, ACD and auto-attendant applications.

Interaction Attendant offers organizations the easiest and most flexible control of their basic call and email routing needs. CIC and EIC customers may now have complete control over their time of day scheduling, flexible menu structures, and most especially in queue options for their basic ACD needs. The Windows-like tree structure is easy to learn for system administrators and departmental administrative staff.