Interactive Voice Response with live agent

This article is a brief introduction about transferring calls from IVR to a human operator and back in relation with Ozeki VoIP SIP SDK. After reading through this page you will be fully familiar with all the essential terms concerning call transfer in IVR systems and what you will need for creating your own solution using Ozeki VoIP SIP SDK.

voip ivr human cooperation
Figure 1 - VoIP IVR human cooperation

Interactive Voice Response with human cooperation

The IVR system is basically for navigating the caller customer toward the solution for their problem. In a lot of cases the customers have problems that can be solved without human interaction and in these cases the IVR spares the human resources of the company by answering these common questions automatically.

The IVR system works with a tree structured menu that can be navigated by the user with spoken words or keypad button presses. In this process the user listens to an audio played into the call and acts according to the instructions it gives. If the user's problem is one that has an answer in the IVR tree structure, the customer can navigate to the answer and get it, but in some cases there is a need for a human employee who can answer the user's question.

At the end of nearly every IVR system there is at least one human operator who gets the call transferred to them when the automated system does not have answer for the user problem occurred. In this case a special user interaction (a keyword or a special key press) transfers the call to the operator.

Ozeki VoIP SIP SDK has the background support for both IVR system implementation and call transferring that is needed to fulfill the above mentioned functions. You will only need to call some provided methods and your IVR system will be able to serve your needs directly.

You can find several IVR example programs on our sites and you can extend any of them with human cooperation.

Training guides, simple examples

If you would like to visit the detailed developer documentations, you can learn much more from the Ozeki VoIP SIP SDK Training: Blind transfer and Voice controlling lecture.

Related Pages