AVAYA Voice Mail Pro Manager
For businesses with even more advanced customer service in mind, the Integrated Voice Response (IVR) upgrade applications to Voicemail Pro can open a whole new set of possibilities. Seamlessly integrate your customer database and your voicemail system - allowing customers to pay invoices over the phone, order products over the phone, and much more. In addition, you can utilize the powerful text-to-speech engine in Voicemail Pro to read your emails to you when you call into the system - so you are never out of touch with your valued customers, even when you have no other access to email.
The Voicemail Pro Manager 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 through the use of 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 designed 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 3rd PRTY IVR RFA License Key. The entry of this key will enable the operation of four new Database Action Icons within the Voicemail Pro Manager GUI.
The new 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.
As with other Voicemail Pro call flow actions the new database actions include the ability to communicate with the Avaya Compact Contact Center for reporting purposes.
Access to ADO compliant databases is achieved through the use of database drivers. As standard the installation of the Voicemail Pro software will include the installation of the Microsoft Data Access Components (MDAC) version 2.5 service pack 3 to provide access to most database systems. Any database not included within this list can be added to the system.
Interaction with the opened database is achieved through the use of 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 automatically created through the use of a SQL Query Builder Wizard. The wizard will allow the administrator to create the SQL script by simply selecting options from drop down menus.