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Chapter 6 - IVR and Entry Queue Services
6-8
IVR Requirements
Appropriate hardware and audio files are required for the IVR system.
Hardware
The following hardware is required to set up and manage IVR conferences:
• Audio+ card - The Audio+ card stores the audio messages that are part
of the IVR Service. These messages are played while the participants
wait in an IVR-enabled Entry Queue, Participants Queue or conference.
• Music I/O card (optional) - An I/O card attached to the rear of the Audio
module, at the MCU's rear panel. It is used to playback music or recorded
messages from an external device such as a tape or CD player. The music
is played when the conference is placed on hold or while waiting in the
Participants Queue for the Operator’s assistance. This card is optional in
the MGC-50/MGC-100 and is embedded in the MGC-25.
Audio File Conversion
The MGC Manager is shipped with a set of default audio (*.wav and *.acc)
message files in English and Spanish. These files can be used with the default
IVR and Entry Queue Message Services installed with the MCU software, or
to create new services. Conversion of audio files to the format that is
recognized by the Polycom MCU is necessary when you record custom sets
of voice prompts and messages. The audio files must be converted into the
MGC internal format (*.aca) before they are downloaded to the MCU unit for
use in IVR Message Services
. Therefore, you should prepare the audio files
before defining the IVR software module properties and IVR and Entry
Queue Message Services.
The Audio conversion tool is described in the MGC Manager Administrator’s
Guide, Chapter 8.