Question:

Hello, I am in the process of testing your software for a purpose that it was not originally designed for and was hoping that you could offer advice on how I may do this. Basically, we are looking for software to run hourly (maybe more frequently) phone checks on our IVR system and, during off hours when our call center is not here, to verify that phone
calls for our answering service are going through. We are a power company, so it is imperative that we verify that our customer’s calls are reaching their destination. Right now we conduct these tests manually every hour, which consists of two phone calls during normal
business hours and three phone calls during off hours. In the first IVR test, we call our main number, enter the correct menu options, and enter an account number. If we get the proper response we are successful, if not we are transferred to a customer service rep. For the second IVR test we call the main number, chose the correct menu options, type in a phone number, and if we get the correct response then great, if not we are transferred to a customer service rep. The off-hours call is just dialing a number to see if either the answering service rep. or their automated system picks up. Usually when it fails either it will keep ringing or the call will not complete. If you have a suggestion on the best way to automate these tests, that would be wonderful. Our internal voice system is Nortel Meridian. Please let me know if you require further information.

Answer:

1). Voicent Autodialer system can navigate an IVR system by timing when to press the appropriate keys. The timing is controlled by adding commas, with each comma causes some delay in the dialing sequence. So even the system does not understand what the IVR system says, it can program the key press after nor during the IVR prompt. This is similar to programming autodialer for a calling card. Details please see Tuning a calling card sequence

2). If the call failed and the call is transfered to a live agent, the system can play a pre-recorded message asking the agent to call some specific numbers to notify people in charge of the IVR system.

3). If you have IT staff can do some programming, then you should use Voicent Gateway to customize your application. For more information, please take a look at online tutorials.

Here are some examples of what you can do with Voicent Gateway: call in to the IVR system, and record the response, then call yourself with the recorded message; or you can call and have the agent to press a key, then trigger an email notification.

With Voicent Gateway, you can pretty much program the system anyway you want.