Introduction


Comlink’s Carrier grade ICR/IVR is designed for enhanced Network based automated Intelligent Call Routing with Interactive Voice Response. The ICR fronts using call flows and the IVR acts as the routing engine. It is designed for a heterogeneous business model with GUI based call flow designs and is Multi-Tenant and Multi-Lingual as well as support for complex flows using REST API.

Comlink’s ICR/IVR is utilized by TELCO’s today. It is the trusted platform for your existing and future call flow requirements.

 

Product Highlights


 

Symmetrical Geo-Based Routing

Keeps media on the same gateway, Thus improving QoS and Eliminating need for transcoding

 

 

 

Unique ICR/IVR

ICR fronts the IVR and works as routing engine and sends call to network IVR based on DNIS

 

 

 

Multi-Tenant and Multi-Lingual

IVR Supports Multi-Tenant and Multi-Language

 

 

 

Complex call flows using REST API

REST API to create call flows and dip into external DB for complex call flows

 

 

 

GUI Based call flow design

IVR design tool to create call flows using drag and drop UI, no need of a programmer to create call flows

 

 

ICR/IVR Architecture


 

Features

ANI based blocking Call routing based on TOD, DOW and Holiday
Routing based on Percentage distributions (infinite combinations) Routing based on Group of numbers (Primary and Secondary with failover)
Route to PSTN numbers or SIP-URI’s Route calls to private numbers with full regex support
Take Back and Transfer Support (eliminates dedicated interconnection between 2 contact center or office location as it is network based) Symmetrical Geo-Based routing (keeps the media on the same gateway) thus improving QOS and eliminates need for transcoding
Supports DTMF Recognition, ASR and TTS REST API to create call flows and dip into external DB for complex call flows
IVR design tool to create call flows using drag and drop do not need to be a programmer to create call flows IVR supports Multi-Tenancy, Multi-Language
Voice Prompts can be uploaded for Call flows ICR fronts the IVR and works as routing engine and sends call to network IVR based on DNIS
What’s in the box for Carrier?

World class implementation ICR/IVR available in the cloud. Multi-tenant and multi-lingual for expanding to where your customers base is. Custom branding and white-labeling available. Plus a world class team of experts to help you in the initial set-up via pre-set sample call flows and the ability to migrate existing XML call flows and many more…