Intervoice-Brite IVR systems

[Kevin McNamara]

I was wondering if anyone had experience working with the
Intervoice-Brite IVR platform. My company already has a large IVR
system in-house and is looking to do a pilot with IVB.

The question is if you're in an IVR session, can you cleanly pass a
customer between the two systems without forcing them back to an
initial prompts (since the customer is already authenticated)

We don't want to face a position of having to use only one system on
none in this migration.

Any thoughts would be greatly appreciated.

Kevin

[Kevin McLinden]

My former employer has Intervoice systems. If your current IVR can
either dial
the Intervoice pilot number or conference (bridge) one of its ports to
the Intervoice and then DTMF the appropriate script number, then you be
able to transition ok.
Of course, if you are direct connected to carrier T1s and the carrier
can load balance your 800 call traffic (if that is even the kind of
traffic you have), then you could have traffic "percent-allocated" so
you can phase in the I-B system gradually.

Kevin

[Mike Blake-Knox]

In article <f02dbab8.01113...@posting.google.com>, Kevin

McNamara wrote:
> The question is if you're in an IVR session, can you cleanly pass a
> customer between the two systems without forcing them back to an
> initial prompts (since the customer is already authenticated)
>

You have a number of options, depending on the situation. The simplest
approach would be for the first IVR to "transfer" the call to the
second and use DTMF to pass some kind of a customer/transaction id to
the second. This counts on the first IVR being able to do a hook flash
transfer (or equivalent) to the second.

You can also use some kinds of "In the cloud" call handling (e.g.,
Cisco ICM) or Computer Telephone Integration (CTI) to pass data to the
second IVR.

Does this help?

Mike Blake-Knox
(919) 929-5293

[William H. Bowen]

km...@usa.net (Kevin McNamara) wrote:

Kevin,

I'm assuming, for the sake of this post, that you are going to pass
the customer FROM the present system TO the IV-B system.

There are a number of different methods you can use. If both IVR
systems are behind a PBX and not directly connected to your LEC
trunks, the simpliest way would be to have the first IVR do a
hook-flash transfer to an extension that is a pilot of the ACD in
front of the second IVR, then use DNIS to have the second IVR script
go to the specific point to which you wish to "insert" the call (DNIS
for that particular number would do a "GOTO" to a particular point in
the application). Of course your switch will need the capability to
feed DNIS digits to the IVR (an IV-B IVR can accept either inband DNIS
or, if your switch can do PRI on the customer side {NOTE - Siemens
HiComms CANNOT do this} out-of-band DNIS on the "D" channel of the
PRI).

My older InterVoice OS/2 systems at work (I work for a large medical
center call center in San Francisco) does this type of routing, and
our new (just delivered last week) NT-based IV-B systems will work the
same way once we get it debugged (if not, IVB is going to owe me a
tonne of $$$$).

InterVoice systems are also capable of passing data via the LAN, so
you could write a set of forms in the app. in ISoft to take a call and
process it based on the data packet received, but that supposes your
present IVR can generate the required data.

If you want to explore this idea in more detail, drop me an email.

Regards,
Bill Bowen
bow...@best.com
Daly City, CA