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Interactive Voice Response Installation and Configuration Guide

Chapter 1

Getting started

About this guide

This guide leads a system administrator through installing and configuring the Interactive Voice

Response (IVR) application on a Business Communications Manager (BCM) system.

IVR is an automated telephony application that prompts callers with a combination of recorded

menus and prompts, and provides callers with real-time data from databases. Users enter digits

from their touchtone keypad that direct the IVR application to access databases and play

information back to the caller.

IVR is a call-handling system that allows employees to perform their jobs, and agents to make

sales, rather than answer frequently asked questions. IVR can distribute calls, make

announcements, and give callers access to relevant information from dynamic databases 24 hours a

day, 7 days a week. This chapter contains:

• About this guide

• Audience

• Acronyms

• Symbols and text conventions

• Related publications

• How to get Help

Audience

This guide is intended for use by BCM 4.0 Administrators and Installers who want to install IVR

on their BCM 4.0 system. This guide is also intended for IVR users.

Acronyms

The following is a list of acronyms used in this guide.

Table 1

Acronym Description

BCM Business Communications Manager

BRU Backup and restore utility

IVR Interactive Voice Response

JRE Java Runtime Environment

MMDP MPS Manager Data Provider

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Avaya IVR Konfigurationsanleitung Seite 7