Menu & Interactive Voice Response (IVR) Applications

A call processing application can be a simple one-touch menu or an IVR (Interactive Voice Response) application with database integration. It offers the capability of performing menuing and announcing static information through recorded announcements to callers. A well-designed menu of this type can often reduce the need for larger numbers of agents to respond to caller inquiries.

If a call processing application is warranted, the department would contract with Blue Violet Networks (CSULB's voice mail vendor) to produce a call processing application on an existing platform. The application can be planned to accommodate the following characteristics:

providing callers with routine information requested on a repeating daily basis
directing callers to the most appropriate group or individual for assistance
scripted greetings for requesting specific information
main and secondary mailboxes for messages
connection to a live agent at the caller's option
fax and IVR capability
reconfiguration of extension numbers on digital and analog sets may be required

Standard call processing applications will usually offer 4 to 6 choices at any one time to the caller; however some departments designing larger applications will choose to offer 8 choices during the same announcement.

The usual charge for a standard call processing application is a one-time fee of $750, however it is suggested that additional hours are contracted to accommodate unanticipated contingencies within the first three months of implementation. If changes that are beyond the original project scope are not necessary, the vendor could issue a credit for the unused amount. More complex applications, and post-programming changes, would require additional fees. All programming must be completed within 3 months of initial implementation programming according to the vendor's requirements. It is recommended that you budget additional funds for post-programming enhancements. Additionally a work order would be needed for Telecommunications work such as reconfiguring sets and extension numbers. Applications such as this are not recommended for use with toll free (800) numbers due to the potential for misuse.

All existing call processing hardware and any programming performed on existing hardware will always remain on campus, even if a user-department moves off-campus, as will all University telephone numbers (beginning with 985) and telephone equipment.

Telecommunications provides system support and general application support, however daily application support, such as recording greetings, retrieving messages, application documentation, intradepartmental training, and statistical tracking, is your department's responsibility. If statistical reporting is required, it needs to be negotiated and conducted through a maintenance contract with the vendor. Should you decide to purchase peripheral equipment, or a dedicated VMX system, your department would be fully responsible for maintenance and support related to that equipment. The only equipment that can be moved off-campus is the equipment that your department purchases and maintains for its own dedicated use.

There are approximately 22 call processing applications in operation. Most of them are standard sized, menu applications. In order to get an idea of how differently a menu application can be designed, try calling a few of the numbers listed below. In order to get more information regarding menu or IVR applications, please call Telecommunications at extension 54480.

Athletics Ticket Office x54949
Bookstore x55092
College of Engineering x55121
Japanese Gardens x58885
Library x58472
STARS/SOAR x55515
Staff Personnel x55491
University Police x55055

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