Digital recording

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IVR stands for Interactive Voice Response, a technology that automates routine customer service interactions by allowing callers to interact using touch tone digits or their voice. A basic example of an IVR application is an automated attendant or voice menu: callers are presented with a recorded menu and respond by selecting a digit or, in some cases, by entering an extension number. The automated attendant eliminates the need for a live operator to handle the call. More complex applications include perscription refill for pharmacies, password reset, voice surveys, account balance inquiries, flight status checks, package tracking, pre-sales qualification questionnaires, etc. The key idea is to automate a routine, repetitive task that would otherwise require the time and effort of an employee. The savings potential gives IVR solutions a very rapid return on investment (ROI), as on server can potentially eliminate multiple live agents. IVR systems are historically sold at a premium, to large degree because of the strong ROI. A system with four ports (and thus capable of processing four concurrent calls) could cost thousands of dollars. Like conference bridging, voice messaging and other communications applications, IVR is generally an add-on component for a traditional phone system. Key Facts & FeaturesAll IVR systems are capable of prompting (playing audio) and collecting digits from the caller. Replacing the touch-tone interface with a voice interface requires additional software and significantly increases the expense of the platform. IVR platforms usually provide a means for recording audio from the caller. This can be used to record prompts, but the quality is generally quite poor. Most systems will also accept pre-recorded audio, and there are professional voice talents that offer custom prompts. IVR applications frequently interact with other data systems. This is often done using direct access to relational database systems through technologies like ODBC or by using making web service calls using protocols like REST or SOAP. Many IVR systems are sold as a runtime platform, meaning that business applications will need to be purchased or custom built. Frequently the service creation environment is an additional charge. Traditional IVR systems interface with the PSTN or a PBX system using either analog or digital trunks. More recent IVR systems support connections over IP using SIP. Legacy platforms tend to license by the port, while IP systems license by the concurrent call. IVR systems can be connected directly to the PSTN or they can be integrated with a business phone system. Systems that are directly connected to the PSTN support "terminal" applications -- applications that never require redirecting the caller to a live agent. Integrated IVR systems, on the other hand, can route calls to other resources within a business or even outside of it. Key BenefitsThe primary benefit of IVR is the savings compared to hiring staff to handle boring and repetitive tasks. Automating basic customer service functions makes sense in situations where the task is relatively simple and the input and output values can be conveyed by phone. Another benefit is the unlimited hours that an IVR system can put in each day. With a properly configured IVR system your company can offer top notch customer service even when closed for the evening or weekend. IVR systems can easily support multiple languages, allowing your business to service international markets abroad and multi-lingual customers at home.

FreePBX is a full-featured PBX web application. If you've looked into Asterisk, you know that it doesn't come with any "built in" programming. You can't plug a phone into it and make it work without editing configuration files, writing dialplans, and various messing about. FreePBX simplifies this by giving you pre-programmed functionality accessible by a user-friendly web interfaces that allows you to have a fully functional PBX pretty much straight away with no programming required. Some of the features that FreePBX supports out of the box are: Unlimited number of Voicemail boxes "Follow Me" functionality Ring Groups with calls confirmation (so if, eg, a cellphone is out of range and diverts to voicemail, all the other phones keep ringing) Unlimited number of Conferences (limited by available CPU power - about 300 simultaneous users in conferences on a P4 3ghz - 600 with a dual core!) Paging and Intercom functionality for man SIP phones that support it. Music on Hold (via MP3s, or streamed off the internet) Call Queues And many other features FreePBX Features at a Glance: Add or change extension and voicemail accounts in seconds Native support of SIP, IAX, and ZAP clients (other endpoints are supported through custom extensions) Supports all Asterisk supported trunk technologies Reduce long distance costs with LCR Route incoming calls based on time-of-day Create interactive Digital Receptionist (IVR) menus Design sophisticated call groups Manage callers with Queues Upload custom on-hold music (MOH) Search company directory, based on first or last name Detect and receive incoming faxes Share administrative duties Backup and Restore your system Save audio recordings of calls View call detail reporting with asterisk-stat View extension and trunk status with Flash Operator Panel View conversation recordings with Asterisk Recording Interface (ARI)

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