Configuring Voice Settings

The procedures below describe how to view and configure voice settings and assign DNIS numbers.

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To view voice settings:

1.

Open the Voice Settings screen (Configuration > Interaction Manager > Voice); the following appears.

The Voice Settings page is described below:

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DNIS Number: Defines the Access phone number for the IVR service. e.g., 5555

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DNIS Name: Defines the name of the IVR service.

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Timezone: Defines the timezone associated with the DNIS number. When calling this number, working hours, holidays and events are checked based on the timezone.

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Time Of Day Routing Type: Defines how to handle incoming calls based on working hours. This can be set by editing the three options in the Flow Settings records:

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Working Hour Set: Defines which working hour set will be used to define the working/non-working days/time for the flow.

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Events & Holidays: Selects the relevant Events and Holidays set. Events and Holidays actions take precedence over Working Hours actions. (see Defining Events and Holidays)