| Interactive Voice Response (IVR) is an automated telephony system that interacts with a caller, gathers information and routes the call to the appropriate recipient. An IVR system (IVRS) eliminates the need for a human switchboard operator to answer incoming calls. Instead, callers are asked to listen to a menu of routing choices and use their phone's keypad to input a selection. Interactive Voice Response systems can be run in-house or purchased as a service from a Unified Communications (UC) or Unified Communications as a Service (UCaaS) provider. System components include telephony equipment, IVR software, a database, a VoiceXML telephony server and supporting network infrastructure. IVR systems can be hacked, so it is important for administrators to periodically review the software's business logic for flaws that could leave the system vulnerable to attack. How IVR works IVR systems use a programming language called VoiceXML to build scripts that anticipate call routes. Simple IVR systems use keypad signal logic to route the call to the appropriate recipient or voice mailbox. More sophisticated IVR software often includes automated speech recognition capabilities that enable the caller to speak their input or use their phone's keypad. The downside of IVR IVR technology is often used in call centers to collect customer information and route calls to the most appropriate agent. It is important to note, however, that this type of call-forwarding automation is not always popular with customers. IVR systems have been criticized for being too impersonal, for being confusing, for acting as a barrier between an organization's customers and their employees, and for taking jobs away from receptionists and call center agents. How to bypass an IVR and talk to a real person Many IVRs will automatically forward a call to the operator after receiving a certain number of invalid entries. To bypass an IVR and talk to a human, a caller can try pressing a number that is not on the menu, dialing zero, or pressing the pound sign (#) multiple times. Continue reading...
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