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IVR Services
Interactive Voice Response (IVR) is an application that allows participants to communicate with the
conferencing system via their endpoint’s input device (such as a remote control). The IVR Service includes
a set of voice prompts and a video slide used to automate the participants connection to a conference or
Entry Queue. It allows customization of menu driven scripts and voice prompts to meet different needs and
languages.
The IVR module includes two types of services:
● Conference IVR Service that is used with conferences
● Entry Queue IVR Service that is used with Entry Queues
The system is shipped with two default Conference IVR Services (one for the conferences and the other for
gateway calls) and one default Entry Queue IVR Service. The default services include voice messages and
video slides in English.
To customize the IVR messages and video slide perform the following operations:
● Record the required voice messages and create a new video slide.
For more information, see Creating a Welcome Video Slide.
● Optional. Add the language to the list of languages supported by the system.
● Upload the voice messages to the MCU (This can be done as part of the language definition or during
the IVR Service definition).
● Create the Conference IVR Service and upload the video slide, and if required any additional voice
messages.
● Optional. Create the Entry Queue IVR Service and upload the required video slide and voice
messages.
IVR Services List
You can view the currently defined Conference IVR and Entry Queue IVR Services in the IVR Services list
pane.
To view the IVR Services list:
1 In the Collaboration Server Management pane, expand the Rarely Used list.
2 Click the IVR Services () entry.
When upgrading the Collaboration Server software version new DTMF Codes and voice messages
are not automatically added to existing IVR Services in order to avoid conflicts with existing DTMF
codes. Therefore, to use new options, new Conference and Entry Queue IVR Services must be
created.