A call processing application can be a simple one-touch menu or an IVR (Interactive Voice Response) application with database integration. It offers the capability of performing menuing and announcing static information through recorded announcements to callers. A well-designed menu of this type can often reduce the need for larger numbers of agents to respond to caller inquiries.
The application can be planned to accommodate the following characteristics:
• providing callers with routine information requested on a repeating daily basis
• directing callers to the most appropriate group or individual for assistance
• scripted greetings for requesting specific information
• main and secondary mailboxes for messages
• connection to a live agent at the caller's option
• IVR capability
• reconfiguration of extension numbers on digital and analog sets may be required
Standard call processing applications will usually offer 4 to 6 choices at any one time to the caller; however some departments designing larger applications will choose to offer 8 choices during the same announcement.