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New Member

Unity and IVR

Hello,

Does Unity 4.0(3) have any solution for IVR and what are the capabilities of the IVR?

If it is possible to have IVR in Unity, is it manageble like in IPCC express with Script editor?

Best regards,

Aleksander Kocelj

3 REPLIES
Cisco Employee

Re: Unity and IVR

Unity doesn't have a traditional scripted IVR system - it does have the ability to act as an auto attendant and does have a fairly rich audiotext capability - you can check out the "Audiotext applications in Unity" paper on the Documents page of www.CiscoUnityTools.com for more details on what you can/can't do here.

New Member

Re: Unity and IVR

Hello,

For audiotext I have chacked and that is fine, but I need a solution of AA. The AA should be able to do this:

 If the reception group is busy :

 A message is sent like “Welcome to Grandmedia Ljubljana Hotel, if you want to continue in English press 1, se vuoi parlare italiano press 2, etc” for the following languages (English, Slovenian, Italian, German. Default language is English (if no choice within a few seconds)

 The system then switch to the language selected

 Then call manager send the menu message (eg.: “to talk to the reception please hold on”, “to direct access a room please press “2”, etc…) In the proper language

 Possible choices are :

o No choice – wait for a free receptionist

o 1 – to connect to any room

o 2 – talk to Grand Media Concierge

o 3 – talk to the Reservation department

o 4 – talk to the Sales & Marketing department

o 5 – talk to food and beverage

o 6 – Havana bar

o 7 – Wellness center

o 9 – to hang up

 If the caller press 2 to 8, the call manager will direct the call to the corresponding telephone (if a group just to the first)

o If no operator available on the selected telephone / group, the call is holded on and a wait message is sent to the caller (eg.: “all the operator are busy, please hold on”). After 3 to 5 time wait the system send the menu message again

 If the caller press 1, a message will prompt the caller to enter a 3 digit room number

o If the number is not valid, an error message is sent to the caller (go back to “menu message”)

o If the number is a valid room number (and not another valid extension like casino or restaurant) the call manager direct the call to the room

 If nobody answers in the room, the system will ask the caller if he wants to leave a message. The message will be recorded in the voice mail mail box of the guest. The voice mail can be read by the guest using the ip-phone or with the e-mail client from the guest interface in the room

Is this possible?

Best regards,

ALeksnader Kocelj

Cisco Employee

Re: Unity and IVR

All the things you mention should be possible directly in the Unity auto attendant - check out that doc I referenced in my last post - I cover some of the scenarios you talk about specifically.

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