IVR Components
The Trapeze IVR system is comprised of three components that enhance the passenger experience.
The following table describes the the Trapeze IVR application and two other components that work with it:
| Component | Description |
|---|---|
| Voice Gateway | This is a set of software services that handles the interface between the telephone system and the Trapeze IVR application. The Voice Gateway listens for incoming calls, places outbound calls, detects DTMF (Dual Tone Multiple Frequencies) tones and voice patterns, plays text-to-speech prompts, and plays recorded wav files. |
| Trapeze IVR application | This is a set of services that handles the interface to the Trapeze database and
serves as the front end for the user’s interaction with these services. PASS-IVR supports both inbound and outbound calls, that is, it can be a call-in or a call-out application or configured as being both. INFO-IVR only supports inbound calls, that is, it is a call-in application. |
| Telephone system | For the most part, this refers to the existing telephony infrastructure that your agency has in place prior to the Trapeze IVR installation. In the most instances, the existing Private Branch Exchange/Automatic Call Distributor (PBX/ACD) is utilized and expanded to include additional phone line capacity for the IVR system. The telephone system may also include some additional elements such as a SIP Gateway, Dialogic card and T1/E1 or analog cards and cables that have been added specifically for your Trapeze IVR implementation. |