The document provides details on the design and implementation of an interactive voice response (IVR) system backend. It includes sections on features like the admin portal, users, roles and permissions, and two-factor authentication. It also covers requirements, acronyms, the IVR system hierarchy and call flows, and a similar system architecture. The goal is to deploy an IVR system integrated with the Monty Mobile omnichannel platform that can handle over 220,000 calls monthly and support multiple languages and applications.

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Interactive Voice Response
Menu (IVR) Backend
Structure and Details

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Interactive Voice Response Menu (IVR) Backend Structure and Details
I. Table of Contents
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Table of Contents 2
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Document Version
I. Introduction
II. Features
Admin Portal- Setting Page 5
My Profile
Roles & Permissions
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Users 5
Two Factor Authentication 5
Ill. Requirements 6
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A. My Profile
i. Functional Requirements
B. Roles & Permission
ii. Functional Requirements
c. Users
iii. Functional Requirements
D. Two Factor Authentication
iv. Functional Requirements

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Interactive Voice Response Menu (IVR) Backend Structure and Details
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Version Number Date Published Author Summary of Changes
1 BA Team

4. Interactive Voice Response Menu (IVR) Backend Structure and Details
Ill. Introduction
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i. IVR - Interactive Voice Response Menu
is an automated phone system with call routing capabilities. Simply put, it allows customers to interact with a
computer before being connected to a representative. This technology works in tandem with Automatic Call
Distribution, typically found in a call Center.
IVR phone systems have become so widely used that you've probably found yourself communicating with a
virtual assistant over the phone more times than you can count.
IVRs manage inbound phone calls by collecting information about the customer inquiry before automatically
transferring the call to the right department. It can tailor the conversation even based on the virtual phone
number the person dialled.
Typically, customers are presented with a pre-recorded voice menu as soon as they call. After navigating
the menu either verbally or manually (using the phone keypad), the customer is automatically connected to
an agent who can help.
Picture a line of people waiting to check in to an event. An IVR might split the line, so people with last names
of A-L go one way, and M-Z go another. This tactic increases the speed and load placed upon your staff.
That's the most fundamental goal of an IVR. Not only does this keep everything running more efficiently, but
it also boosts the productivity of the Call Center staff.
How a call moves through the IVR system
=
- ) Menu )
) ) FAQs )
) Contact )
Customer
calls you
IVR system If necessary,
call is routed
to a human
The IVR system is required to be integrated with Monty Mobile Omni Channel Platform.

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ii. Recommendations for Setting up an IVR
Move your phone system to the cloud. Make that easy to navigate internally and externally. If you have an on-
premises PBX, consider moving it to the cloud to unlock massive new functionality-like an IVR.
Align your experience for the customer journey. Align your phone system to serve current and future
customers so they get in touch with the right people on your team.
Empower callers to reach a live person. Nothing upsets someone more than getting stuck in a phone menu.
Provide a helpful path to reach a live agent so your IVR advances your customer experience.
How much does an IVR cost?
An Interactive Voice Response solution typically costs $0.02 to $0.10 per minute of talk time. It's crucial to
recognize the cost savings from diverting inbound calls from live agents, which could be $0.25/min multiplied
by the average handle time.
Unlike cloud-based IVRs, the pricing for an on-premises setup is more than $1,500 per line, not including
configuration and maintenance.
iii.Who uses an IVR?
Conventional wisdom suggests that you need a call center to use an IVR. The reality is that companies from
virtually every industry can benefit from Interactive Voice Response.
Typical use cases include:
• Account identification
• Transactional information
• Product assistance
• Sales call routing
• Appointment confirmations
iv.What is the purpose of IVR?
Businesses use Interactive Voice Response (IVR) for three primary purposes:
Deflect inbound calls. Reduce the number of live calls handled by a live agent to lower costs.
Enhance the customer experience. Offer self-service functionality to customers to solve simple account
inquiries. Additionally, reaching the right department improves the first-contact resolution rate.

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Reduce handle times. Provide customer service agents with real-time intelligence about the caller, such as account
verification and call drivers.
IVRs can save businesses thousands every year in wasted talk time and provide a better customer experience.
v.What is a smart IVR?
A smart IVR or intelligent IVR is an Interactive Voice Response system that adapts to callers' real-time responses.
Instead of static-based menus that are linear, callers can maintain a natural conversation with the virtual phone system.
Not every business needs a smart IVR. Designing your call flows with redundant menu paths can meet most customer's
expectations. Companies with a high-volume call center and a wide range of products are best suited for a smart IVR.
vi.What is an IVR call flow?
An IVR call flow is the projected prompts and inputs you want callers to take before reaching an agent. It operates like a
flowchart that branches out to help callers arrive at their destination. Instead of a live person transferring inbound calls,
the Interactive Voice Response phone system handles it.
Nextiva provides a visual call flow builder as a part of its communications platform, NextOS.
Monty Mobile will use Cisco Systems® hardware and software to house and host the IVR system and overall telephony
solution.
The IVR Document has been prepared to document the design and functional specifications used in the deployment of
the IVR system. The document includes specifications and descriptions of the following topics:
•
•
•
•
•
•
•
•
Hardware Software
Advanced Technologies Call Flow
Diagrams Language Scripts
Voice Talent
Host Integration and Communications
Reports
This implementation of the IVR system includes the following functional features:

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• Capacity to handle over 220,000 IVR calls monthly.
• Ability to add applications.
• Ability to handle increased call volume.
• Open architecture using SQL databases.
• Support of both English and Other scripts(Languages).
• Support the transfer of callers to an Agent.
• Use the text to speech feature.
• Use of multiple pathways pertinent for different calling groups.
• Enhancements and improvements beyond the current IVR system.
vii.What Not to Do
The possibilities with an IVR are endless. Instead of a list of best practices, perhaps it's more
beneficial to start with "bad practices" to avoid.
The more effective your IVR is, the more it will benefit your customers. On the flip side, a poorly
constructed IVR can ruin the experience and lead to customer frustration.
The goal here is to make things more convenient for the customer-not to make them want to throw
their phone across the room.
Make sure your IVR setup is one of the good ones by avoiding the following fatal mistakes.
1. The Overcomplicated Menu
One way to help out your callers is by simplifying the recorded menu as much as possible. Start with a
few general categories in the opening menu (preferably no more than four or five), and make sure
all the options are straightforward enough for the customer to navigate on the fly.
Keep it short and sweet. If you take the caller through too many submenus, they're more likely to get
confused or hang up because they feel they're not getting anywhere.
Reserve the earliest parts of the menu for the topics customers call about the most. Otherwise, the
caller will choose to bypass the menu altogether, believing the topic of their inquiry isn't included
in the menu at all.
2. The Elusive Agent
No matter how user-friendly your IVR menu is, don't expect everyone to cooperate. Always provide
the opportunity to speak with a representative-and don't bury this option too deep in the menu.

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The fact is that some callers do have questions that don't fall under any of your
menu categories. Failing to put them on the line with an agent makes the customer feel overlooked and
always results in negative customer experience .
3. Lengthy Hold Times
e Prefer callback
Prefer holding
Figure 1 :Chart: Callback vs. Waiting on Hold
Let's face it-patience is not a virtue most possess when it comes to waiting on hold. And as it turns out, it's
often an unnecessary evil.
There's a simple way to save your customers the time and frustration associated with being on hold for too
long. Nextiva's Q-for-Me feature is an example of a callback system that's focused on reducing abandoned
calls. Also known as the virtual hold, it enables customers to go about their day while reserving their place in
line-all thanks to the IVR.
When customers select the callback option, they can hang up the phone and wait for their call to be returned
when an agent becomes available. Not surprisingly, most people prefer to receive a callback rather than wait
on hold.
Nearly two-thirds of customers prefer a callback instead of waiting on hold.

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IV. Acronyms
Following are descriptions of terms that are IVR-specific and a table of commonly used acronyms.
Web Services: An application that exposes a web accessible application programming interface. This does not mean
that the interface is exposed to the world via the Internet. All Web Services described in this document are made
accessible internally, and only to the Cisco IPCC Server for use in support of the IVR system.
Acronyms Definition
ACD Automatic Call Distribution: A software application that routes incoming telephone calls and manages Customer
Service Representative (CSR) work states.
ACW After Call Work: A work state when the CSR is unavailable for calls to complete work associated with calls.
ANI Automatic Number Identification: A telephone network feature that passes the filling number of the line the caller is
using to the call center.
CAD Cisco Agent Desktop: An application that resides on each CSR's desktop which controls their state, passes data to
them, and enables reporting functionality.
CRS Customer Response Server
CTI Computer Telephony Integration: The functional integration of various computer and telephone system elements to
enable voice and data networks to work together and share information.
CSD Cisco Supervisor Desktop: An application that resides on the supervisor's desktop which allows real time CSR
monitoring, state control, and other supervisor to agent functionality.
CSQ Contact Service Queue: Holds callers until a CSR becomes available.
CTIP CTI Port: A single unique directory number used by the JTAPI subsystem in order to simultaneously manage calls.
CTIR CTI Route Point: A directory number assigned in order to handle and manage calls.
DID Direct Inward Dialing: A network service offering where a unique set of identifying digits is passed to the voice
switch.
DNIS Dialed Number Identification Service: A network service offering where a unique set of identifying digits is passed to
the coive switch and acts as a code to identify the call type and intended destination.
FIFO First In, First Out: A method for routing inbound calls from a queue to a CSR.
IPCC Internet Protocol Call Center
ICD Internet Call Distributor

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IVR Interactive Voice Response: Systems that enable callers to use their telephone keypad or spoken commands to
access a company's computer system for the purpose of retrieving or updating information, conducting a business
transaction, or routing a call.
JTAPI Java Telephony Application Programming Interface
LAN Local Area Network: The connection of multiple computers within a building or campus to share information,
applications, and peripherals.
PBX Private Branch Exchange: A telephone system located at a user's premise that handles incoming and outgoing calls
and provides many features for call routing.
VM Voice Mail
VoIP Voice Over Internet Protocol: The method of transmitting voice conversations as packets of data from one
communications device to another over a TCP/IP network.

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V. IVR System Hierarchy & Call Flows
If you require a hierarchical IVR system that allows callers to select routing options, you can create a multi level IVR.
For example, if your organization provides services in English and French, your first level IVR menu can prompt
callers to select a language. The second-level menus can prompt callers to dial a phone user, route to a call
queue, or leave a voicemail. The following diagram illustrates this setup that contains three IVR menus:

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G
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IVR m enu- E nghs.h

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VI. Similar System Architecture
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PSTN
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Amazon
Chime
Voice
Connector
Amazon
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PSTN
Audio
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Chime
Voice
Connector
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Chime
Voice
Connector
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DID User
Contact Center Agents
Caller
Contact Center Agents
PBX User
A. Web Service Connectivity
The State of Colorado provides a set of SOAP Web Services that are called by the CISCO IPCC IVR
system to retrieve data. Figure 1shows the relationship between these components, which are described
in more detail below.

14. Interactive Voice Response Menu (IVR) Backend Structure and Details
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,, SMS Web Service
Proxy
Figure 2 : IVR service layer
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gc
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CISCO IPCC IVR
, ePlus Application
Proxy