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Accessing Database Information within Call Flows (IVR)

VoiceMail Pro provides the ability to construct powerful interactive systems based upon DTMF telephone key entry. This is achieved by using the flexibility provided from the built-in call flow actions. As a caller passes through any part of a defined call flow the system is capable of interacting with most third party databases using the standards based ADO interface (ActiveX Data Objects). The system is capable of retrieving information from a database and writing information into databases. The result of this is that powerful Interactive Voice Response systems (IVR) can be delivered to specifically meet the requirements of the business and the customer experience that is required.

Example interactive systems that can be built as a result of these facilities include: Information bulletin boards, order taking and order processing systems, front end systems to help desks/support desks, contact centers, secure access to information through PIN checking, survey systems, remote time sheet management, etc.

The ability to interact with database information is enabled through the purchase of the IP Office Advanced Edition. The VoiceMail Pro Client supports four Database Action Icons, which can be implemented into the VoiceMail Pro call flows. The entry of the IP Office Advanced Edition license will enable the VoiceMail Pro server to use these actions in call flows.

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Example Call Flow Utilizing Database Actions

The database actions that are provided through the VoiceMail Pro Client are:

Database Open – Opens a link to the required database. Multiple databases can be accessed during a call but only one database can be opened at one time.
Database Execute – Provides the ability to enter a query on the opened database. The query can 'Select' data from the open database or can 'Insert' data into the database.
Database Get Data – Provides access to the data that has been retrieved from a database through the Database Execute action. The user can retrieve the next item, previous item, first item in the list or the last item in the list.
Database Close – This action will close the current database. If the database is open when a call terminates then the database will be automatically closed.

Interaction with the opened database is done through Structured Query Language scripts (SQL). An administrator can enter SQL script directly into the specific section of the Database Execute action. For administrators that are not familiar with SQL scripts, a script can be created automatically through the use of a SQL Query Builder Wizard.

© 2010 AVAYA
15-601041 Issue 20.f.-
18:15, 25 February 2010
(ivr_.htm)

Performance figures, data and operation quoted in this document are typical and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract. The company reserves the right to make alterations or amendments at its own discretion. The publication of information in this document does not imply freedom from patent or any other protective rights of Avaya or others.

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Last Modified: 11/01/2010