Using IVR agents

When IVR agents log on to the Dialer they, by default, join a pool job where they will take no calls. Before IVR agents can take calls, they must be transferred to a job set up to allow the use of IVR agents. IVR agents are allowed to work on inbound or outbound jobs but only if certain parameters are set on the Job Run Verification screen that displays when starting the job. Those parameters are:

• AUTORELEASE:YES

  This parameter specifies that the agent will automatically be placed in update mode when a customer hangs up.

• IVR_ID:ivr_id

  This parameter specifies which IVR is to be used by the job.

• IVR_INITSCRIPT:init_script

  This parameter specifies which script to run on the IVR when the agent joins a job (other than the pool job). This parameter is needed only if it is necessary to run the Agent API command SetNotifyKeyField.

• IVR_SCRIPT:script

  This parameter specifies which script to run on the IVR when a call is passed to the agent.

Once the inbound or outbound job is started, the System Administrator or System Supervisor must transfer the IVR agents from the pool job to the job just started. This can be done from the System Supervisor menu item 4, Manage an active job.

After being transferred to the inbound or outbound job, the IVR agent can begin to take calls. The IVR agent will remain on the job until it shuts down, until the agent is manually transferred back to the pool job or until the agent logs off the Dialer because a disconnect command has been issued. If the job shuts down, the IVR agent will automatically transfer either to the next job if the job shutting down is linked to another job or back to the pool job.

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