Accessing Database Information Within Call Flows (Ivr) - Avaya IP Office 8.1 Product Description

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.
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
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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
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'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
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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
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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.
Product Description
IP Office 8.1
Example Call Flow Utilizing Database Actions
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Issue 26.k.- (16 August 2012)