Connection to Telephone Network
The Swift IVR system is a computer based unit which, using
voice message prompts, interacts with callers using DTMF (touchtone)
telephones.
The Swift system accepts and processes calls
arriving on its telephone line ports and, in most circumstances,
will appear to the telephone network as if each line is a
standard telephone handset. When the Swift IVR system detects
a ring signal it will answer the call and provide voice prompts
to callers, asking them to enter information or select options.
There are two common ways the Swift system
can be connected to, and use, the telephone network:
- On direct analogue or digital telephone lines from the
exchange
- On analogue extensions of a PABX or Key System
- On digital E1 services from some PABX systems
In most small applications the system will
use analogue (two-wire) telephone lines. However, it may also
be possible to use digital services for high volume call applications.
Depending upon the application, and the objectives
of the IVR system, there are merits in either approach. Customarily,
however, it is preferable to connect the IVR system to the
extension side of a PABX as this allows it to be used for
more complex call handling procedures. In even the simplest
case it is desirable to be able to transfer callers to a live
operator for assistance if required and this is most conveniently
done using the switching capability of the PABX. In other
circumstances the IVR system may be used to direct callers
for different services to a number of different locations
in an organisation for help.
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