Interactive Voice Response (IVR)

Field

Description

Enable IVR

Determines whether the IVR process is used for this zone type.

Queues Allowed

Select a check box for each of the alarm queues where alarms on the selected zone type are processed by the IVR.

VDN Type

The number in this field determines the VDN type to use in the IVR activity table.

Note: Depending on the type of IVR your company uses, an entry in this field may not be necessary.

Call Type

Determines the IVR call flow that SBN uses for the selected zone type. (The call flows in this menu are those with the Call Type check box selected in the IVR tab of program #559.)

Event Param

Along with the contact type in an action plan, the Event Parameter determines the call type that SBN uses for each contact in an action plan.

For example, if the event_param is 'CAN' and the cont_type = 'P' (premise), then the call_type = 'CAN'. If the event_param = 'CAN' and cont_type = 'C' (contact person), then call_type = 'ICL'.

Note: Use option ivr019 to define a field position in program #1590 that defines the drop-down menu for this field.

Initial Date Threshold

Number of days that have passed since the alarm system installation date in order for SBN to begin IVR processing. (If this number of days has not passed since the installation date, SBN does not begin IVR processing.)

Lone Trigger

Determines if the zone type received alone must trigger IVR processing.

IVR_REST Bypass

Select this check box to prevent IVR processing on the selected zone type.

Users can begin IVR processing on any zone type in Dispatch (program #537) regardless of whether the Enable IVR check box is selected in program #1733 unless this check box is selected. The IVR will not process zone types with the IVR_REST Bypass box checked under any circumstances.

Max Time (seconds)

Runaway

Determines if the triggering installation must be put in Runaway mode after the incident is created and IVR processing is started.

Runaway Days

(No label)

Number of days to put the triggering installation in Runaway mode.

Field

Description

IVR CAN

Select this check box to allow IVR processing for the selected branch on alarm signals of type 'CAN' (Cancel Alarm).

IVR BAT

Select this check box to allow IVR processing for the selected branch on alarm signals of type 'BAT' (Low Battery).

IVR TTM

Select this check box to allow IVR processing for the selected branch on alarm signals of type 'TTM' (Test Timer Missing).

Field

Description

IVR CAN

Select this check box to allow IVR processing for the selected dealer on alarm signals of type 'CAN' (Cancel Alarm).

IVR BAT

Select this check box to allow IVR processing for the selected dealer on alarm signals of type 'BAT' (Low Battery).

IVR TTM

Select this check box to allow IVR processing for the selected dealer on alarm signals of type 'TTM' (Test Timer Missing).

Field

Description

None

Select this radio button to indicate that the IVR does not respond to any alarms on this installation.

IVR Opt-Out

Select this radio button to opt-out of the IVR processing on the selected installation.

Template

Select this radio button to use a template for IVR processing.

Select

You may select a template to use for IVR processing. The IVR processing setups in this drop-down menu have the Template check box selected in the IVR tab of program #559.

Phone 1 Spec

Phone related values that the IVR uses to reach phone extensions for the installation premises, (such as "," for pause, "#" for pressing the pound key, etc.).

Phone 2 Spec

Phone related values that the IVR uses to reach phone extensions for the installation premises, (such as "," for pause, "#" for pressing the pound key, etc.).

Installation

Select this radio button to use another installation's IVR processing setup.

Number

Enter an installation number to use its IVR processing setup.

Custom

Select this radio button to customize IVR processing for the installation.

When you select this radio button, SBN removes check marks from the Template and Call Type check boxes.

Call Flow Extension

Use Flow Extension

Select this check box for the IVR to auto-dial phone number extensions. If this check box is blank, the IVR stops to let an operator dial phone number extensions.

Pause Before Extension

Select this check box to auto-pause the IVR before dialing an extension for a phone number.

Call Structure (1)

Select a call structure that determines which parts of the action plan will be included in the IVR process on the Initial Pass: Premise Only, List Only, or Premise + List.

Call Structure (2)

Select a call structure that determines which parts of the action plan will be included in the IVR process on all Subsequent Passes: Premise Only, List Only, or Premise + List.

VDN Type

Secondary VDN type to use for the installation in the IVR activity table. Define the primary VDN type for the installation in the Default VDN Type field.

Note: Depending on the type of IVR your company uses, an entry in this field may not be necessary.

Use option ivr023 to define the VDN type to use when this field is blank.

Use option ivr024 to define the skill position of the secondary VDN type for installations that have no entry in this field. If this skill position in the Skill fields of the Data Entry Basics tab contains the value defined by option ivr025, SBN uses that VDN type for the installation rather than the value of option ivr023.

Use option ivr025 to define the skill value of the secondary VDN type for installations that have no entry in this field. If the skill position defined by option ivr024 in the Skill fields of the Data Entry Basics tab contains the value defined by this option, SBN uses this VDN type for the installation rather than the value of option ivr023.

Pass Attempts (1)

Number of times the IVR attempts contact via Call Structure 1.

Pass Attempts (2)

Number of times the IVR attempts contact via Call Structure 2.

Initial Pass Fields

Active?

Select this check box if Initial Pass is active.

Contact Delay

Number of seconds the IVR pauses before calling the next contact.

Contact Phone Delay

Number of seconds the IVR pauses before calling each of a contact's phone numbers, (for contacts that have multiple phone numbers in the action plan).

Voice Mail Allowed?

Select this check box for the IVR to leave voice mails on Initial Pass.

Pass Delay

Number of seconds to pause after Initial Pass.

Pass #2 Fields

Active?

Select this check box if Pass #1 is active.

Contact Delay

Number of seconds the IVR pauses before calling the next contact.

Contact Phone Delay

Number of seconds the IVR pauses before calling each of a contact's phone numbers, (for contacts that have multiple phone numbers in the action plan).

Voice Mail Allowed?

Select this check box for the IVR to leave voice mails on Pass #1.

Pass Delay

Number of seconds to pause after Pass #1.

Subsequent Fields

Active?

Select this check box if Subsequent Passes are active.

Contact Delay

Number of seconds the IVR pauses before calling the next contact.

Contact Phone Delay

Number of seconds the IVR pauses before calling each of a contact's phone numbers, (for contacts that have multiple phone numbers in the action plan).

Voice Mail Allowed?

Select this check box for the IVR to leave voice mails on Subsequent Passes.

Pass Delay

Number of seconds to pause after each Subsequent Pass.

Max Voice Mail/Phone

Maximum number of voice mails to leave for each phone number.

Default VDN Type

Primary VDN type to use for the installation in the IVR activity table.

Note: Depending on the type of IVR your company uses, an entry in this field may not be necessary.

Use option ivr022 to define the VDN type to use when this field is blank.

Numeric Pager Content

Determines what data the IVR sends to numeric pagers: Call Back Number, Incident Number, or both.

Dispose Incident on Completion

Select this check box in order for SBN to dispose of alarm incidents after completing the IVR call flow.

Create Comm Log on Completion

Select this check box in order for SBN to create an entry in the Communication Log (program #1888) after completing the IVR Call Flow.

Comm. Code

Select a communication code that SBN uses for entries it creates in the Communication Log (program #1888) when the Create Comm Log on Completion check box is selected. (This menu originates from program #1517.)

Key 1

Select a Key 1 code that SBN uses for entries it creates in the Communication Log (program #1888) when the Create Comm Log on Completion check box is selected. (This menu originates from program #1519.)

Send to Department

Select a department that SBN enters in the Send To Department field of entries it creates in the Communication Log (program #1888) when the Create Comm Log on Completion check box is selected.

Temp Note Pause

Select this check box to make the IVR pause after the Initial Pass and after calling the premises if there is active Temporary Text for the installation in the Texts tab of program #559.

Actplan Note Pause

Select this check box to make the IVR pause after the Initial Pass and after calling the premises if there is text entered in the Text field of the Action Plans tab of program #559 for the action plan the IVR is processing.

MSGID Note Pause

Select this check box to make the IVR pause after the Initial Pass and after calling the premises if there is an entry in the Msg ID field of the Action Plans tab of program #559 for the action plan the IVR is processing.

Schedule Pushback

Number of minutes to push back the open/close schedule's expected closing time when the IVR Call Flow is complete if the alarm incident is unresolved.

Template

Select this check box if this custom IVR setup can be used as a template. (This setup appears in the Template menu of this tab when this check box is selected.)

Call Type

Select this check box if this custom IVR setup should appear in the Call Type menu of the IVR Call List window in Dispatch (program #537) and the Call Type menu of Zone Types (program #1733).

Pause on Agency

Select this check box to make the IVR pause each time it gets to an agency in the action plan contact list.

Schedule Fields

MTWThFSaSu

Three rows of check boxes with each day of the week. Select each day of the week that the IVR Call Flow is used.

From

A field for each of the three rows of Day check boxes. Enter the beginning time of day when the IVR Call Flow is used on the selected days.

To

A field for each of the three rows of Day check boxes. Enter the ending time of day when the IVR Call Flow is used on the selected days.

Outside Schedule Direct Connect

If this box is not checked, calls are postponed until the next scheduled date/time.

If this box is checked, calls are made outside of the schedule, but are not prompted with an automated message. Instead, the IVR directly connects the call to an available agent.

Premise Override Dir Connect

If this box is checked, the IVR uses its automated message when calling the premise contact in the action plan contact list rather than directly connecting the call to an agent.

Delays Override

Select this check box to make the IVR use the delay settings defined for the installation rather than the delay settings defined for the selected IVR processing template.

Schedule Push Override

Select this check box to make the IVR use the Schedule Pushback defined for the installation rather than the Schedule Pushback defined for the selected IVR processing template.

Completion Override

Select this check box to make the IVR use the completion settings defined for the installation (in the Dispose Incident on Completion and Create Comm Log on Completion check boxes) rather than the completion settings defined for the selected IVR processing template.

Schedule Adherence Buttons

Customer Time

Select this radio button if the IVR should only call during scheduled times according to the customer's time zone.

Time Zone

Select this radio button if the IVR should only call during scheduled times according to the selected time zone.

Both

Select this radio button to first apply the schedule to the selected time zone, and then to the customer's time zone.

Time Zone Selection

(No label)

This field appears when you select the Time Zone or Both radio button and allows you to select a time zone.

Field

Description

Action Plan Used

Select the action plan you want the IVR to use for the alarm.

Incident # on Premise?

Select Yes or No to determine whether the IVR includes the incident number in the voice message played for the Premise Phone Number.

Call Type

Select the IVR Call Flow settings to use for the alarm. This drop-down menu includes:

1. Default - Installation's settings as defined in the IVR tab of program #559
2. All entries from installations that have the Call Type check box selected in the IVR tab of program #559

Next Contact/Phone/Time

Displays the next contact and phone number the IVR will call, and the time that the call is scheduled.

Temporary Notes (1)

Temporary text entered for the action plan in the Texts tab of program #559.

From (1)

Date on which the text in the Temporary Notes (1) field becomes effective.

To (1)

Date on which the text in the Temporary Notes (1) field expires.

Temporary Notes (2)

Temporary text entered for the action plan in the Texts tab of program #559.

From (2)

Date on which the text in the Temporary Notes (2) field becomes effective.

To (2)

Date on which the text in the Temporary Notes (2) field expires.

Temporary Notes (3)

Temporary text entered for the action plan in the Texts tab of program #559.

From (3)

Date on which the text in the Temporary Notes (3) field becomes effective.

To (3)

Date on which the text in the Temporary Notes (3) field expires.

Last 24h Incident Summary

Displays details of incidents on the installation in the last 24 hours.

Current Plan Gap

Indicates action plan contacts the IVR did not call.

Contact Additional Information

Comment text entered for each contact on the action plan. (This information comes from the Contact Details window of the Action Plans tab in program #559.)

Action Plan's Texts

Regular (not temporary) text entered for the action plan in the Texts tab of program #559.

Action Plan's MSG_ID Text

Standard Message ID text attached to the action plan in the Texts tab of program #559.

Action Plan's Redirection Schedule

Indicates days and times that a permanent substitute action plan is in place. (This information comes from the Action Plans tab in program #559.)

Excluded Phones

Indicates which contact phone numbers will be excluded from the call flow.

Field

Description

Incident

An alarm incident number,

Type

Type of alarm.

Select All

Selects whole field.

Dealer

Abbreviation that identifies the dealer.

Field

Description

Incident #

System generated alarm number associated with particular alarm signal.

Priority

Priority of the zone from which the signal was generated.

Delete

Delete an individual entree within that given field.

Zone Type

Unique identifier.

Name

Full name of the contact person on this account.

Create Time

Taken from the alarm log when the Start IVR button is selected.

Duration

Running time of the incident in the IVR.

Date

The date of the incident.

Time

The time of the incident.

Mon Br

Taken from the installation of the incident selected for the IVR queue, but if none is used, this column will be left blank.

Queue

Contains the queue that the incident is in when inserted into the IVR Queue Manager.

Status

Shows whether or not the incident is A=active in the IVR or P=paused in the IVR queue.

Installation Name

Name of the installation.

Next Call

Displays the date of the Next Call to be performed.

Field

Description

Service Ticket #

System generated number of the service request.

Work Type

The scheduled types of work for a specific installations.

Dealer

Abbreviation that identifies the dealer.

Field

Description

Installation #

Installation number for the account.

Request #

Computer generated number that identifies each request.

Start Date

Start date taken from the IVR details from when an IVR Call Flow began.

End Date

End date taken from the IVR details from when an IVR Call Flow ended.

Delete

Delete an individual entree within that given field.

Field

Description

Incident

An alarm incident number,

Dealer

Abbreviation that identifies the dealer.

Field

Description

Incident #

SBN-generated incident number for the alarm.

Agent Id

ID of operator who handled the signal.

Event

System-assigned event number.

Name

Full name of the contact person on this account.

Delete

Delete an individual entree within that given field.

Button

Name

Shortcut Key

Action

Description

Search

F5

1676 / 1

Display search results.

Delete

Shift + F10

1676 / 6

Delete selected batch.

Start/Pause

N/A

1676 / 7

Open the IVR Call List window and start or pause IVR processing on the selected alarm event

Refresh

F11

N/A

Update the IVR with new or changed information.

Program

Number

Document Link

Description

Dispatch

537

Dispatch

View and treat incoming alarms. Users may start IVR processing on alarms in Dispatch using the Start/Pause IVR button.

Data Entry Master and Basics

559

Data Entry Master and Basics

Enter customer contact and monitoring information about alarm system installations. Access the IVR tab from this program.

Zone Types

1733

Zone Types

Define and maintain zone types and specify information on alarm processing for each type. This program contains several fields that determine which zone types the IVR responds to.

Branch Profiles

1530

Branch Profiles

Define and maintain branches. Select particular check boxes for each branch you want a signal type processed on.

Dealer Profiles

1537

Dealer Profiles

Define and maintain dealers. Select particular check boxes for each dealer you want a signal type processed on.

Alarm Queue Tab

N/A

Alarm Queue

View all alarms that are currently unresolved and determine which ones to treat. The Toggle IVR button in this tab allows you to toggle between hiding and displaying alarms that the IVR is processing.

Alarm Log Tab

N/A

Alarm Log

View recorded incidents for the selected installation. The Cancel IVR button in this tab allows you to cancel IVR processing on an alarm.

Terminals

1861

Terminals

Define and maintain skills that you can attach to terminals for the routing of signals in Dispatch. Set up an IVR terminal in this program.

Mod Number

Date

Description

n/a

09/07/12

document created.

07.02.22039, 08.03.08899

09/20/12

Added Default VDN Type field to IVR tab of program #559. Added options ivr022-ivr025.

07.79.22919, 07.79.22920

11/20/13

Added section for IVR processing on alarms moved between alarm queues

08.80.09543

03/31/14

Added 14 fields and action 559/802 to IVR tab of program #559

08.80.09526, 07.80.23168, 08.80.09525, 07.80.23161

04/09/14

Added Scheduling to the list of IVR-enabled programs.

n/a

07/23/14

Images updated.

07.81.23618, 07.81.23617

10/09/14

Added notes about exact contact number counts, leaving messages at verification numbers, and scheduling more than one IVR call.

n/a

03/10/15

Added note that only one IVR may run per incident.

07.82.23980, 07.82.23973, 07.82.23897, 07.82.23727, 08.82.10051, 08.82.09993, 08.82.09869

08/04/17

Originally developed in R82, IVR Queue Manager (#1676) was created for user to be able to view alarms by Incident or Alarm Type that is in the IVR Queue. You are also able to see that the queue is running.

N/a

08/29/17

Updated Pictures.

07.87.25464, 07.87.25462, 08.87.11123, 08.87.11122

08/29/17

Added additional fields to program #1676 (IVR Queue Manager) – Dealer ID, Duration, Create Time, Incident date, Incident time, Monitoring Branch, Queue, and IVR Status.

n/a

08/30/17

Updated Pictures to reflect new Refresh button as well as Event Extension when an Incident is deleted.

08.87.11124, 08.87.11116, 07.87.25457, 08.87.11073

08/30/17

Added Event Extension when deleting an incident from the IVR Queue. Now what is selected and written in the comment field is noted in the alarm log. Also added Refresh button on Incidents page.

n/a

11/20/17

Images updated.

07.92.26431, 08.92.11848, 08.92.11854, 08.92.11855, 08.92.11856, 07.92.26432, 07.92.26433, 07.92.26434

07/31/20

New Opt-Out radio button added within the field of the IVR screen. Image updated.

08.92.11919, 07.92.26538, 07.92.26539

12/08/20

New column "Installation Name" added within IVR Queue Manager (#1676).