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Integrating IVR with VoIP

Updated on July 5, 2012
Setting up IVR with VoIP
Setting up IVR with VoIP

Expanding the PSTN System

Over the years, the PSTN system has been tweaked retweaked to make it a viable solution for a large variety of business needs. One such situation occurs when an organization has to handle a large number of incoming calls that are then routed to a subgroup of people. All of us have at one time or another interacted with an IVR system that does this. IVR stands for interactive voice response. It presents the user with a set of options that is selected by pressing a particular button that corresponds to the customers choice. Modifying the PSTN system to work with an IVR can be complicated. Configuring it, maintaining it and paying for it can introduce a layer of complexity that a small or medium-sized business may not be willing to undertake.

Fortunately with the advance of VoIP, this facility is now available at a fraction of the price without all the headaches. The reason is that VoIP is an Internet-based application that has inbuilt flexibility. Moreover, it can be easily configured using a graphical user interface or GUI that is intuitive and quick. Organizations wishing to quickly set up IVR options will find the experience with VoIP to be smooth and seamless.

VoIP IVR and ACD

Along with IVR, another technology is known as automatic call distribution or ACD that aids in transferring a particular call to a large number of subgroups. This is ideal when the customer is not calling to speak to a particular person but needs to access a set of services or speak to anyone from the company who can help them. An IVR is used to first determine what kind of customer representative needs to be contacted. The ACD is then employed to route the call to the first available person. This has several advantages and scales extremely well to handle a large number of incoming calls.

It's important to configure the VoIP system correctly. Ensuring that the proper VoIP codecs are set up for example can help optimize the system for maximum performance. Your hosted PBX provider will be able to provide you with detailed information about how to set up your network so that everything works smoothly. Make sure your ITSP supports all the features you require. Different providers charge their customers using different models. Make sure that you shop around before you commit to anyone.

With minimal equipment you can get started with VoIP in as little as 15 min. Contact your SIP provider to find out more.

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