In an Avaya Oceana®, you can configure Avaya Aura® Call Center Elite to provide front-end IVR for voice calls.

This section uses a worked example to describe how Elite IVR can use a number of sample prompts and the default vector to collect data from callers. You can use the sample Elite IVR Self Service workflow to test voice calls using Avaya Aura® Call Center Elite to provide front-end IVR.

Elite IVR supports multiple Self Service menus. You must define these menus in the Extract Attributes task of the Engagement Designer Elite IVR workflow. For example in the US, you want your prompt to say “Press 1 for English, 2 for Spanish”, whereas in Brazil you want your prompt to say “Press 1 for Portuguese, 2 for Spanish, 3 for English”. Your schema name defines which menu structure within the XML to use. You must also define the schema names for each menu in the Work Assignment Attributes property of Engagement Designer. The name of the default MenuSchema in the sample Elite IVR workflow is “SelfService1”.

For more information about configuring Avaya Oceana® tasks in Engagement Designer, see Avaya Engagement Designer Developer’s Guide, available from the Avaya Support website at http://support.avaya.com.