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Glossary |
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Integrated Voice Response (IVR). - See Voice Response. Interflow - Calls that flow out of the ACD to another site, a voice mail system, or telephone number that is not part of the ACD environment. When an ACD group cannot handle all the calls coming in, the call can be manually or automatically inter-flowed to another site. This feature allows calls to be rerouted to a predefined destination Intraflow/Overflow. - Calls that flow between agent groups within an ACD. Typically, it is based in an effort to balance workload and minimize caller delay. Invisible Queue. - A situation in which callers are waiting and have no way of knowing how long the waiting line is. IVR (Interactive Voice Response). - A device which automates retrieval and processing of information by phone using touch tone signaling or voice recognition to access information residing on a server to give a response. The response may be given by a recorded human voice or a synthesized (computerized) voice. IVRs are used in applications such as "bank by phone" or "check on my order" which not only distributes information but collects transaction information as well. |
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