Agent Priority in Callback configuration
Use the VHT Callback Configuration wizard to configure the peripheral instance IVR servers.
Adding the OCC server
- Click Add on the IVR Servers screen.
- Add the IVR server for the OCC peripheral instance.
| Field | Description | Sample value |
|---|---|---|
| Site name | Site name. | VHT |
| IVR group | Identifier for the OCC IVR. This identifier is also used in Incoming Extensions. | IVG |
| Host name | Server name for the IVR. | IVGPERIPHERAL |
| Route point | This value is not used in URS, but the value cannot be null. | 10000 |
- Click Create.
- Repeat Steps 1-3 for any additional OCC servers.
Adding the outbound IVR server
- Click Add on the IVR Servers screen
- Add the IVR server for the outbound IVR peripheral instance:
| Field | Description | Sample value |
|---|---|---|
| Site name | Site name. | VHT |
| IVR group | Identifier for the outbound IVR. This identifier is also used in Incoming Extensions. | IVR |
| Host name | Server name for the | OUTBOUNDIVR |
| Route point | This value is not used in URS, but the value cannot be null. | 10000 |
- Click Create.
- Repeat Steps 1-3 for any additional outbound IVR servers.
Verifying the IVR servers in the database
- Locate the IVRServers table in the VHT®database
- Verify the peripheral instance hosting OCC belongs to the IVG group
- Verify the peripheral instance hosting the outbound IVR belongs to the IVR group.
Verifying VDNs and AAR numbers in incoming extensions
- Locate the IncomingExtensions table in the VHT database.
- Verify the VDN and AAR numbers associated correspond to the the correct IVR and IVG IVRGroup.
