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?
  • 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.