Interactive Voice Response (IVR) allows customers to interact with a host system, after which they can service their own inquiries or will be redirected to a call agent by following the IVR dialogue. Traditionally input is required via the telephone keypad, modern Voice User Interfaces rely on speech recognition, both of which are supported.
Auto attendants can direct calls, based on callers’ input, to one of the following destinations:
- Operator – the operator defined for the auto attendant. Defining an operator is optional. The operator can be defined as any of the other destinations in this list.
- Person in the organization – a person in your organization who can receive voice calls. This person can be an online user or a user hosted on-premises using Skype for Business Server.
- Voice app – another auto attendant or a call queue.
- Voicemail – the voice mailbox associated with a Microsoft 365 group that you specify. You can choose if you want voicemail transcriptions and the “Please leave a message after the tone.” system prompt.
- Internal phone number – any phone number belonging to UCF staff or faculty members.
- Announcement (Audio file) – Play an audio file. A recorded announcement message you upload that’s saved as audio in .WAV, .MP3, or .WMA format. The recording can be no larger than 5 MB. The system plays the announcement, and then returns to the auto attendant menu.
- Announcement (Typed) – Type in a message. Text you want the system to read. You can enter up to 1000 characters. The system plays the announcement, and then returns to the auto attendant menu.
INCLUDED SERVICE COMPONENTS – OVERVIEW:
OPTIONAL SERVICE COMPONENTS – OVERVIEW:
UCF Faculty and Staff
Service Availability Locations
All UCF campuses and Research Park
Phone – Teams Calling
UCF IT Telecommunications