Difference between IVR and PBX

Posted on December 12, 2008 | By Voicent

So, what the difference between your IVR and a soft PBX-system? They look the same to me. Basically just a pbx router.

The main difference is IVR is a more generic and more flexible software. It is designed for ANY interactive voice response application, while a soft-PBX system is specifically designed for PBX features, such as call routing, auto-attendant, and voicemail. Being a more generic software, an IVR system can provide all the PBX features, but not vise versa. On the other hand, if all you need is PBX features, a Soft-PBX system is normally easier to setup.

IVR is like a generic Dell computer and PBX is like a Sony playstation game console. You could use the Dell computer to play games, but the playstation is a more specialized game platform. On the other hand, you cannot use the game console to run your spreadsheet program or database system.

An IVR system is usually better for customization. This is ture even for some PBX features. Consider the following example. Suppose your business wants to implement smart call routine based on who is calling, what type of products the caller has purchased, and which agent has the matching skill set while has the lowest pay rate, etc. To accomplish this, the software must get the caller ID, check it with your customer database, run some program or script, then route the call to the selected agent. A PBX system, with the goal for easy setup, is usually not capable of providing this type of customizations.

An IVR system is for generic voice applications. For example, field technicians can interact with an IVR application, instead of human, for filing job completion report and checking next assignment.

An IVR system also supports outbound call applications while a PBX system usually provide minumum outbound features. With Voicent IVR Studio, it is fully integrated with Voicent Broadcast By Phone autodialer.

Posted in IVR General |

Touch tone key not available

Posted on December 10, 2008 | By Voicent

I got an error “Touch tone key not available from parent element”. What does it mean and how can I correct that?

This error means that a child element/node specifies a touch tone key but the parent element does not expect a touch tone key. We’ll explain this through an example. Suppose you want to play a message, press 1 to record message, and press 2 to transfer call. You need to have a call flow like the following:

1. a Choice element (parent element P), and
2. a Record element (child element of P), and
3. a Transfer element (child element of P)

You specify the audio message as a prompt for P. At the end of your audio message, prompt a caller to press 1 and press2. The Choice element plays the prompt and waits for the touch tone key. The touch tone keys are specified on the child elements, 1 for the Record element and 2 for the Transfer element. You specify the key in the box labeled “touch tone key response is”.

The error normally happens when you use a wrong type for the parent element, such as a Prompt element. The difference is that the prompt element only plays the audio message. It does not wait for touch tone key responses.

Posted in IVR Usage |

Multiple language IVR

Posted on December 8, 2008 | By Voicent

I am using ivr studio with broadcast by phone. I need a multiple language option. with the ability for the person receiving the call to press a number transferred to an english operator and if the message is being played in spanish a different number to be transferred to a spanish operator. How is this done in IVR?

This is similar to the multiple language sample application. You can open the sample from IVR Studio’s Library menu.

The only difference is that in the sample application, after a person pressed a key for English or Spanish, the audio file of the selected language is played. In your case, you need to do a call transfer instead of play a pre-recorded audio file.

1. Delete the nodes labeled English and Spanish
2. Right click on the node labeled Select Language, from the popup menu, select Add new element, and then select Transfer element. Give it a name like “English Operator”, specify the key for “touch tone key response is”, and enter the phone number for “transfer the call to phone number”.
3. Repeat step 2 to add a transfer element for the Spanish operator

The Touch tone key response is refers to the key press entered after the system executed the Select Language element. For example, if the message asks the person to press 1 for English, and press 2 for Spanish, specify 1 for the English Operator, and 2 for the Spanish Operator.

Posted in IVR Usage |