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The Avaya Predictive Dialing System (PDS)
The Avaya Predictive Dialing System (PDS), also called the Dialer, makes outbound calls and, upon caller contact, connects the called party to an available agent for job-related activities.
The Avaya IR system
The Avaya IR system is an interactive voice response system (IVR) that allows for either full or partial automation of telephone transactions that would otherwise be performed by an operator or attendant. When an incoming call is connected to the system, the system prompts the caller with synthesized or prerecorded speech. The caller responds by entering touchtones or by speaking into the telephone. The dialog between the system and the caller is determined by the particular IVR Designer application.
The Avaya PDS/IVR Integration software
Avaya PDS/IVR Integration is software that integrates the functionality of the Avaya IR and the Dialer. PDS/IVR Integration provides a subset of PDS commands for the Avaya IR system, which allows the Avaya IR to act as agents attached to the Dialer. These commands can be used as external functions in IVR Designer applications to add outbound functionality to the Avaya IR system. This integration allows the PDS to make an outbound call and pass that voice and data to the Avaya IR. The Avaya IR then processes that call as it would any other inbound call. The flexibility of the Avaya IR allows the IVR Designer application to provide a high level of complexity to the subsequent caller interaction. When the call is complete, certain information related to the call is passed back to the PDS so the record in the calling list is updated.
The following figure shows how the Dialer and Avaya IR are physically configured with other system components, such as a PBX, to provide the PDS/IVR Integration functionality.
