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  • ECC IVR ports

    I'm new to ECC and am surprised that I have been told that I need an IVR port to play a recorded announcement (queu message) and/or music on hold for each simultanous caller. Also, for each 150 callers I need another server; redundant config I need 2!

    I thought I only needed IVR ports if I wanted a real Integrated Voice response (IVR) where the ECC captures inputs from the caller. Why does ShoreTel call recorded announcenments IVR?

  • #2
    I dont understand your question. Can you rephrase it?

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    • #3
      An IVR accepts input from the caller, either dial pad digits or voice. A recorded announcement plays a message to callers in queu. I've been told that the ShoreTel Enterprise Contact Center (ECC) requires what they call IVR ports to play a message to callers in queu and they need one of these ports for each simaltanous call in queu. Why do they call these ports IVR when all systems I am familiar with (45 years worth) would call them recorded announcement ports which can provide a recorded message to many calls in queu. Are they trying to hide this design flaw by calling them IVR?

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      • #4
        What design flaw?? The IVR ports are for interactive voice response, which means messages, music, etc. Ecc needs ports to access these messages and that is what the IVR ports do, give access to wave files that play whatever.
        Last edited by southeasternMI; 06-11-2010, 06:29 AM.

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        • #5
          Yeah, I still dont get it. They are IVR ports, which is why they are called that way. Maybe you can ask your SE to explain it better, or take the basic implementation class, and ask there.

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          • #6
            A case could be made that calling them IVR ports is a poor name choice, but once you know what they are then it's not a big deal. Just go with the flow man... there are better things to get stressed about.

            The ECC uses call control scripts to do digit collection, etc.

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            • #7
              I usually go with "Audio Port" instead of IVR port. Any time you hear something in ECC that isn't a real human you are sitting on an IVR port. I do agree it could be worded better.

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              • #8
                Essentially the ECC IVR port as ShoreTel calls it, is an endpoint for the caller's media stream. The callers aren't simply on hold hearing MOH, they are being held in a specific interactive "IVR" port which ECC has allocated for the call. This port can be used for lots of things while the caller is in queue. It can play simple on-hold music, prompt the caller with customized messages based on the queue they are in, or guide the caller through a DTMF whole pay-by-phone system.

                I assume you are asking because you didn't purchase enough for your needs?

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