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.
- 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.