IVM & MOH Integration

[Guest Scott]

While, while IVM performs answering functions and MOH performs on hold functions, there is a lack of a system integration of performing both.

 

Tho, there is a capability of playing a wav file in IVM, it does not provide the flexibility nor control as MOH does.

 

A plug in for each modules would possibly provide the following scenario:

 

1. Call is picked up by IVM

2. IVM announces and options caller to leave a message or select a mail box.

3. If caller options for to leave a message, IVM takes the message normally and hangs up.

4. If caller does not respond, IVM check to see if the MOH check box option is enabled:

 

A. If not enabled, IVM announces and hangs up.

B. If enabled, IVM places the caller on hold and turns the call over to MOH

C. IVM checks the time designated in a MOH TIMEOUT field...say 60 seconds.

 

5. MOH plays announcements and music as designated.

6. When the MOH TIMEOUT period has been reached, IVM takes the call back and announces again.

7. If caller select to leave a message, IVM takes it as usual and hangs up

8. If caller does not respond this time, IVM announces and options the caller to press a key to continue to hold or hangs up.

 

 

Does this sound like a doable option for NCH ?