Specifications

Product Description

IP Office Release 7.0

Page 314

Issue 22.a.- (21 March 2011)

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.

Using Text To Speech (TTS) Facilities within a Call Flow

Text-to-Speech (TTS) can be used to further enhance IP Office IVR and call flow capabilities; TTS facilities can

enhance the callers experience by allowing the system to read back to them any information that has been

extracted from a database. For example, in a book shop, the caller dials into the system and is asked for an

ISBN number of the book they require. The caller enters the ISBN through the telephone keypad and the

system locates the title of the book from the database. As well as finding the title, the system could also look

up the author of the book and whether there were any books in stock. By using TTS, the system could now

respond to the call:

"The book, Lord Of The Rings, costing $6.99, written by J R R Tolkien is in stock".

From VoiceMail Pro Release 6 onwards it is also possible to use Text-to-Speech within call flows or auto

attendants for announcements. A call flow / auto attendant can be enabled to read text that has been created

by call flow actions and offers much more flexibility because there is no longer the need for pre-recorded and

static announcements. If there is a change to an announcement the call flow action will create the new

announcement and will play it to the caller.