FortiVoice Interactive Voice Response (IVR) is an advanced version of the auto attendant. It allows interaction with callers through the use of voice and DTMF tones input via the keypad. Callers proceed according to the IVR audio instructions to reach the callees or get the information they need.
To set up IVR you must configure how data is collected, define matching conditions based on that data, and then define the action for these matching conditions. Based on the information collected from callers and by interacting with the backend database, FortiVoice IVR can prioritize the calls using call queues and present callers’ information to the agents.
FortiVoice IVR also interfaces with RESTful web service for querying caller information from the database. For more information, see FortiVoice and FortiCare RESTful integration.
IVR is only fully configurable in the GUI.
To use IVR efficiently and to its maximum potential, it is important to understand the concepts involved before configuring IVR, including the various data collectors.