An Interactive Voice Response (IVR) Program is the system of all the (Out-Going Message) OGM "prompts" in a call flow with all the program information or properties. These can be saved as an IVR file for backup or for distribution by CD or the Internet.

There are several options for loading and saving IVR files detailed below.

It is not necessary to save your IVR Program when you exit IVM, IVM will keep all changes you make automatically until you create a new IVR Program. But do make sure you save and back up your call flows before loading an ivr file because they may overwrite your current OGMs affecting the call flow.

Loading an IVR Program File

To load an IVR Program file, select "Load New IVR Profile" on the "IVR Profile" tab of the web interface. From here you have the option to load one of the example ivr files provided by NCH, enter a path for an ivr file on the remote server, or browse your computer for an ivr file. When you have selected the profile you want to load click "Load IVR" to finish and return to the OGM list of the "IVR Profile" tab.

Note: Because update files can be saved in cumulative format (see below), you must take care not to accidentally load an early file. Cumulative update files must always be loaded in the order they are received.

Loading an IVR can overwrite your current call flow and you should backup your current call flow as an ivr program file prior to loading one of our example files if you think you will want to return to your current set up.

For more information about IVRs see Interactive Voice Response Systems.

Load Example IVR

We have provided several example IVR files that will give you an example of a basic setup for the particular task. These are examples are just starting points and you will still need to take the time to read more of the manual to be able to modify the IVR Program for your specific requirements, but hopefully they will help you along the way.

To Load one of these example files select "Load New IVR Profile" on the "IVR Profile" tab of the web interface and select the example ivr program from the drop down menu. Select Profiles to display a short description on what the program is designed to do.

Loading using a Direct Remote Download

IVM can download files directly from a remote server. You can then set IVM to automatically check the server for updates at the predetermined interval. This is ideal if the person who sets-up and maintains the IVR Program is remote from where the IVM runs.

You setup a Direct Remote Download directly from the IVM application. Go to File -> Load -> Direct Remote Download. If you have been given a remote server (e.g. ftp.nch.com.au) by the provider of your IVR service, select Load / Direct Remote Download, tick "Download using the Internet" and enter then server name. You should also tick "Automatic Regular Update Check".

For more information see Setting up a Remote Server System.

Saving an IVR Program File

To save an IVR Program file, select the Save IVR Program File item from the File menu.

Save OGMs

This is the list of OGMs that you want to include in the IVR file. Tick the OGMs you want to be included in the file. You can also click the Save All button to select all OGMs.

Save OGMs - Remote Auto-Delete

If this box is ticked, any OGMs which do not exist in the local IVM will be deleted on the remote IVM.

Save Mailbox Settings

To include mailbox properties, tick the mailboxes in the "Save Mailboxes" list.

You can also tick the remote auto-delete box to delete any mailboxes on the remote IVM that do not exist on the local IVM.

By default, IVM only saves the mailbox properties and not the mailbox personal greetings. To save the mailbox greetings, tick the "Include Greeting(s)" box.

System Prompts

If you have changed any of the IVM System Prompts, you can include those files in the IVR file by selecting them in the System Prompts list.

Settings

You can change any of the remote IVM settings by including the settings in the IVR file. The settings are not documented in this manual. We suggest you open the settings.ini file in the C:\Documents and Settings\All Users\Application Data\NCH Swift Sound\IVM folder with notepad to view the possible settings.

Save Plugin(s)

If you use plugins, they can be saved in the IVR. Select the exe files to be include using this list.

Set Audio Compression Format to Reduce File Size

Audio recordings can be large which can make the IVR file large. If you want to reduce the file size you can use an audio compression codec.

Click on the "Set Audio Compression Format to Reduce File Size" button and select the format. The recommended format is GSM6.10. For others see our codecs information page www.nch.com.au/acm. You should only use formats with 8000 sample rate.

Notes

The IVR Program Notes are notes about the IVR Program. You can edit the IVR Program Notes by selecting the Notes item on the File menu.

Tick the "Save IVR Program Notes" box to include the notes in the IVR file.

If you tick the "Popup IVR Notes when Loaded" box, the Notes will open when the file is loaded. This is useful where you want to encourage the remote user to read instructions.

Cumulative Update Files. Because audio files can be large, IVM lets you select what you want to save in the IVR Program. If you are using IVR Program files to distribute updates to a remote IVM, you can use this to send only the items that you have changed. When the remote IVM loads the file, it automatically collates the new material with the old.

If you simply want to backup the complete IVR Program, just accept the defaults and click Save.

If you want to save only a cumulative update file, select only the modified OGMs from the lists provided before choosing save at the bottom of the window.

System Backup

You can also do a complete system backup from the IVM Application. By Choosing File -> Save -> System Backup you will be choosing to save all of the system settings currently being used for IVM. This includes all of the audio, plugins, OGMs, system and mailbox settings. Everything is selected by default and you only need to choose a location and name the file; making this a quick and easy way to make a backup of the current system.