IVR Nodes
If you are interested in creating a IVR Node for your phone system, reach out to us at support@sipharmony.com.
An IVR node can be configured for complex tasks so that callers can for example enter account numbers and pay bills through an external application server .
In IVR node can operate autonomously or interact with an external application server. It collects input from the user or from within the system, and calculates what to do next based on extended regular expressions (ERE).
When a caller reaches an IVR node, the system plays back the prompt that has been set for that IVR node. Once the caller answers the system by pressing the required digit(s), the system will continue processing the call. This first IVR node is typically used as an entry door into the system, and the nodes that follow are used to decide how to proceed next with the caller. For example, the IVR node can ask the customer for account information then ask an external application server where the customer should go from there. Based on the answer from the external application server, the customer is routed to the appropriate waiting queue.
An IVR node can also be used to define dialog that will be used to process calls. In this case, each node plays one prompt and asks a specific question to the caller. The first prompt may ask the caller what language is preferred and then dispatch the caller into two different node systems for two different languages. This IVR node mechanism is very flexible and allows you to either process the input internally in the system or use an external application server to decide where to go next. The IVR node collects the user input according to the list of ERE expressions that was entered in the node’s match list. In the simplest case, a static routing is sufficient without consulting the external server, but it depends on the user input.
Note: The IVR node and auto attendant are two distinct accounts. Auto attendants with basic functionality (routing callers from point A to B) do not need an IVR node and can use the built-in IVR that is available through the auto attendant account.
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