IVR
This servcie provides call routing based on pre-defined prompts using an automated telephony sytem that interacts with callers
- What are the features provided by this service?
- Automated phone menu/Auto attendant
- Auto Call Routing, based on user response to prompts
- Database integration with Webservices
- SMS messaging
- Email messaging
- Transfer out of application to agents/operator
* English
* Spanish
* Other languages avaialble for a fee - Rich Reports
- How do I request or access this service?
- Contact the ITS Service Desk by calling 901-222-2700 or by sending an email to Service.Desk@shelbycountytn.gov - requests are usually for IVR application, phone menu, or phone tree.
- What are the requirements/pre-requisites for this service?
- Have a thorough understanding of the business process and components of each activity.
- Be willing and able to commit the necessary resources to the project.
- What is the turn around time for service delivery?
- This is dependent upon the specific requirements and complexity of the request.
- What are the responsibilities of customer?
- Customer must have a clear understanding of all of the business processes that will be effected by the IVR.
- Must be willing to meet and participate during design, development, testing, and implementation phases.
- Must be willing to perform assigned action items within an agreed upon time period.
- When is this service available?
- Available 24/7 *Except during scheduled maintenance windows.
- What is the usual response time for this service?
- 8 Hours
- How do I get help with this service?
- Contact ITS Service Desk by calling 901-222-2700 or by sending an email to Service.Desk@shelbycountytn.gov.
- Who is the support owner for this service?
- Jeff Yallope
- What are the support hours for this service?
- 7:00am - 5:00pm, Monday - Friday.
- For support outside of these hours, contact the ITS Service Desk at 901-222-2700 and leave a message. A Customer Support On-Call Technician will receive the message and call you back.
- What is the cost for this service?
- Cost is $100 per hour for design and modification. There are no fees for usage of the completed campaign.
- Does this service require cost approval?
- N/A.
- What is the cost approval process?
- N/A.