Overview

This Document describes the IVR/Encore system and administrative tasks for AutoVerification applications. Each application is different, so the details here are merely suggestive.

System Architecture

System Components

IVR

This component is responsible for capturing client data for inbound and outbound calls and automatic dial back verification.

Encore

This component is responsible for audio recording. Currently, Encore is configured as ECAPI with Split mode.In the Split mode, if Encore is already recording, and it receives another "Start recording" command, it will save the currently buffered recording and start a new one

CT Gateway

This component is responsible for providing Start and Stop recording control for Encore. It also allows Encore to attach client data to the audio recording.

The following are captured for Inbound calls:

1) The extension of the agent who answered the call.

2) The Client ID.

3) The Rep ID.

4) The BTN.

The following are captured for Outbound calls:

1) extension of the agent who makes the outbound call.

2) The Client ID.

3) The BTN.

Reviewing and Validation - Encore Explorer

This component allows users to look up and play back recordings via a remote computer. A web interface allows easy remote reviewing and validation.

Audition

This component allows users to look up and play back recordings via a telephone.

Archiving

This component allows archiving of recordings to offline media, such as DVD, CD-R/W or DAT tape.

Call Flows - Automatic Verification and Dial Back

The following flow charts describe typical inbound and outbound call scenarios as handled by the IVR. Actual call flow will vary depending on the specific needs of the application, which may vary by product of legal jurisdiction. Complete deployments are configured to meet varying state-by-state verification requirements.