Inbound IVR traversal are used to navigate through Interactive Voice Response systems without any interaction from a caller. By using an Inbound IVR traversal users can reach any point on an IVR or automated attendant system automatically.
Inbound IVR traversals are used to navigate interactive voice response systems when
calling inbound. For example, this can be used to complete some of the following tasks
without any human interaction from the callers side:
- Navigate through a conference call bridge and enter into a conference meeting.
- Navigate to a particular department or agent in an enterprise call center.
- Navigate to a live agent.
Spearline uses this functionality to navigate through these systems to reach an audio prompt which is placed as a destination in the IVR options or to reach a conference bridge which contains the same audio prompt. Once the IVR Traversal has done its job we then record the audio for analysis and a PESQ or POLQA audio quality score is given to the audio.