IVR Routing

Mitel IVR Routing is an all-in-one, scalable, integrated voice processing solution that works in conjunction with MiContact Center Business.

IVR Routing enables you to rapidly and intuitively
  • Build workflows in a drag-and-drop graphical interface
  • Create and relay static, dynamic, and custom recorded prompts to callers in queue
  • Provide callers with Updated Position in Queue (UPiQ) messaging
  • Guide callers to the destination that best meets their needs
  • Allow customers to request a queued callback by leaving a voice message or using the Web
  • Provide workflow branching based off multiple conditions including ANI, DNIS, schedules, and queue conditions
  • Report on IVR activity

If you are licensed for IVR Routing, it is activated during the MiContact Center Business installation process.

Note:
  • To support IVR Routing resiliency and redundancy, you must have at least one non-resilient extension programmed on the queuing gateway and configured in the Mi Contact Center Business database (either manually or via synchronization). In addition, there must be a MiTAI monitor set on this extension. This is done in YourSite Explorer by ensuring the 'Disable real-time monitoring, data collection and call handling on this device' check box is not selected. (Note: This check box is deselected by default.) Having the MiTAI monitor set on the extension enables our software to recognize when the connection to the queuing gateway is restored following a network outage.
  • As a limitation of the telephone system, dual-tone multi-frequency signaling (DTMF) digits are only detected if the SIP trunks are configured to send via DTMF 2833. If your SIP trunks are configured to send DTMF digits in-band, IVR Routing will not detect any DTMF digits.
  • Call record data generated on remote instances of IVR Routing when the main IVR Routing server is offline will not be reported on.
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