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Issue 1.0 April 2006 7
• An IP-enabled DEFINITY or MultiVantage system receives calls from the PSTN, converts
them to packet-based signals, and sends them to the IR system over a Local Area
Network (LAN) connection.
• Calls come from the PSTN directly to the IR system through digital connections.
For successful voice response operations, all of the connections described above and the
telephony network that supports them–including central offices–must be working and free
from errors.
Switches
IR systems can be linked to DEFINITY or MultiVantage systems that route calls to and from
the IR system and perform call handling functions. For successful operations, switches must
be free of hardware problems and must be administered correctly. Additionally, connections
between the switch and the IR system must be operating properly and not be overloaded.
DEFINITY and MultiVantage systems come with a comprehensive set of self-tests that you
can use to troubleshoot problems with the switch and with connections, such as trunks.
Procedures are documented in detail in the various administration manuals. Switch
troubleshooting should be done with the aim of bringing connections into service. Once the
connections are in service, there is a good chance that the problem is not with the switch.
Voice response applications
Voice response applications manage the interactions between callers and play the
information that callers hear. For successful operations, voice response applications must
perform a variety of tasks, such as:
• Interpreting caller input and taking appropriate action
• Communicating with hosts, databases, and proxy speech servers
• Transferring values entered by callers to other applications
• Providing information to callers in the form of recorded speech or speech generated
through the Proxy Text-to-Speech feature
As you can see, voice response applications are central to the successful operation of an IR
system.
Connections and communications
Connections to other systems, and the communications that take place across them, are
critical to smooth voice operations. Major connections and communications are as follows: