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IVR – A Response to Automated Calling

The FCC and most consumers are getting annoyed of “illegitimate” automated calling systems from calling. Most automated calling systems are hiding behind a spoofed caller ID, and blocking the number is not possible. Consumers that are really annoyed are looking for practical solutions. Furthermore, the FCC is pushing for caller authentication in 2019 to remove the “illegitimate” uses of caller ID spoofing, meaning that any automated call using a legitimate number will always get through. Asterisk/FreePBX can help mitigate automated calls by using an IVR (interactive voice response).

What is FreePBX and Asterisk?

FreePBX and Asterisk are open-source projects that allow companies or individuals to put a Private Branch Exchange (PBX) on their network. FreePBX allows for a graphical configuration of Asterisk using a web interface. FreePBX is not actually needed if you are comfortable with command line configuration of Asterisk. Asterisk is the framework that allows anyone to transform a computer into a PBX.

What is an IVR?

An IVR (interactive voice response) is an automated system that interacts with humans by using a recorded message and forces the caller to enter digits. Once the caller makes the correct choice, they will then be transferred to a human or another machine.

How can IVR help?

Many automated calling systems require that the machine makes contact with a human and not another machine. An IVR can be similar to a password meaning that the receiver will not be contacted unless the correct digit combination is pressed. This would require the machine to interpret the IVR message and to enter the correct digit combination to reach receiver. If for some reason the machine transfers to the “agent,” an IVR can be configure to only play the message once. This type of configuration would make it difficult for the “agent” (Read more...)