What is the Global Call IVR (GC IVR)?

The GC IVR is an application within the IVR platform of Callback and is responsible dialing ASAP and scheduled callbacks. There are 3 applications similar to GC IVR. Which one is deployed depends on the type of ACD connection with Callback.

• Outbound Contact Client (OCC)
• Outbound IVR (OB IVR)
• Global Call IVR (GC IVR)

One of these applications type is required in a Callback solution. You can not mix the different applications.

The GC IVR is a required application always installed on each Management Instance server in a Callback solution.

Architecture Overview

Details on each connection point:

1. When Queue Manager determines it's time to dial a callback, a message is sent to GC IVR to start the dialing process.
2. The GC IVR is ultimately the application that begins the dialing process or starting the process of getting a dial request to an ACD. Based on the ACD type, it's possible other applications will sit between GC IVR and the ACD.