(9.0+) GlobalCall IVR

An Interactive Voice Response (IVR) is a menu system that identifies, divides, and routes callers to the correct agent on your team.

Default Transfer Location

Requires restart

  • Where a call will route if the IVR cannot find the location to transfer the call.
  • Select from available queues.

IP IVR Type

Requires restart

DescriptionValues
If using our Dialogic HMP IVR, this specifies the HMP IVR environment.

Valid

  • None
  • Avaya SES
  • Genesys SIP Server
  • Cisco
  • Generic
  • Avaya Trunks

Default: None

DTMF Mode

Requires restart

DescriptionValues
With HMP SIP, you can choose Inband (1), RFC2833 Receive Only (2), RFC2833 Full Duplex (3) DTMF passing.

Valid

  • Inband
  • RFC2833 Receive Only
  • RFC2833 Full-Duplex

Default: Inband

Protocol for SIP Control Packets

Requires restart

DescriptionValues
Determines the protocol that the GlobalCall IVR will use when sending SIP control packets.

Valid

  • UDP
  • TCP

Default: UDP

IVR Usage Order

Requires restart

DescriptionValues
Specifies the algorithm used to select an IVR to make a callback.

Valid

  • In Order
  • Most Outbound Lines Available

Default: In Order

Maximum IVR Down Count

Requires restart

DescriptionValues

If more IVR's are down than this amount, the Callback system stops routing calls to any IVRs.

When the IVR preference for callbacks is most lines available, it could fail to dial a callback.

Valid: 0 - 999

Default: 0

Prefer Original IVR

Requires restart

DescriptionValues
Specifies whether Queue Manager attempts to make a callback from the IVR that took the original inbound call in a multiple-IVR configuration.

Valid: ON / OFF

Default: OFF

Post Call Delay in Milliseconds

Requires restart

DescriptionValues
Length of time that an outbound IVR line remains idle after completing a callback before it starts a new one.

Valid: 0 - 99999

Default: 250