The IVR locations tab

In the Locations, switches and access codes window, the IVR locations tab, you can add, remove or modify IVR locations. Each IVR in an ACE solution is represented by its own location. By creating IVR locations you can configure the access codes between IVR and extensions that are required at delivery of IVR calls, as well as other IVR settings described below.

Add IVR location

To add a new IVR location, proceed as follows:

1. ID
   Specify the new location’s unique ID. If the ID number is already in use, an error message will appear after which you can make a new attempt.
2. IVR location
   Enter the name of the new location. The name must be unique in relation to the names of other IVR locations.
3. Prefix for outbound calls
   Specify the prefix to precede the telephone number to be able to make an outbound call out from the PBX (if the IVR is located under a PBX). Note that this prefix is only used for routing of a call to the external number destination type. Access codes from the IVR location to an extension location must be preceded by the same prefix if the call shall be routed over the public network.
4. Max calls queued
   Enter the maximum number of calls that may queue in an IVR. This is used to guarantee free IVR channels for calls directly to agent.

   Example:

   A Contact Centre is divided into two parts; A and B, whose agents handle their customers separately. A queue situation arises for the agents in A, due to the number of calls via the IVR. As even more calls arrive to A, the IVR is filled and no more calls can enter. Agents in B are ready and waiting for calls but no calls can enter via IVR as it is filled with A-calls. By setting an upper limit for the number of queuing calls (per IVR) this problem can be avoided.
5. IVR group
   Necessary for parking and placing calls in queue in some cases. See Basics about park and requeue of calls, The IVR groups tab and Numbers for park and place in queue.
6. Association number
   If the IVR supports the function for associating calls, a group number leading to this IVR (and this IVR only) must be specified. This group number for association of calls in the IVR is used by ACE Agent when association is initiated between the call in progress and a call that was earlier parked in the IVR in question by the agent.
7. Comment
   Can be used for describing the locations, for example to which switch it maps.
8. Save with OK.

When a new IVR location has been added, all access codes to and from the new location must be configured. The Access codes, IVR locations tab automatically appears.

Modify or remove IVR location

Modifications and removal are done in the same way as for other tabs. The following is unique for the IVR locations tab:

• Location, Prefix for call out, Switch unit, IVR group as well as Max number queued can be modified directly in the list.
• ID cannot be modified.
• The IVR location cannot be removed unless all its IVR channels/extensions have been removed first.

Also see Locations, switches, and access codes window and Various telephony connections.