System information

G-10 INSTALLING TELEVANTAGE
The IVR Plug-in API is exposed to your applications through a TeleVantage software
component. Sample applications are provided to illustrate how the IVR Plug-in API is used.
Q TVIVRLib type library. This software component exposes the IVR Plug-in API so your
applications can use it to process calls. The library is contained in
tvivr.tlb, which is
located in the
\Program Files\Common Files\Artisoft\TeleVantage directory when you
install the TeleVantage Server or install the TeleVantage SDK.
Several sample IVR Plug-ins written in Visual Basic 6, VB.NET and C# are installed with the
TeleVantage SDK. The samples are provided in two versions: PlugInMedia samples that use the
Plug-in API’s built-in voice processing capabilities and CallSuite samples that require
Dialogic’s Call Suite for voice processing. By default, all samples are located in either the
\Program Files\TeleVantage SDK\PluInMedia or \Program Files\TeleVantage
SDK\PluInMedia
directories. You must have Visual Basic 6.0 installed to use the sample
programs as is, or modify them to meet your needs. The following samples are provided:
Q First. . This small IVR Plug-in demonstrates the most basic layout and design of an IVR
Plug-in for a telephony server. It answers a call, plays a file, and then returns the caller
to the active routing list.
Q CustID. This IVR Plug-in demonstrates how to transfer customers to different agents
automatically, based on the customer’s area code obtained from their caller ID or their
customer record. It also includes a CustomerID database manager to maintain the
Customer and Agent database tables accessed by the CustomerID IVR Plug-in. The
program can be used to customize the customer and agent data for your location.
Q OutBound. This sample includes two IVR Plug-ins (PlaceCall and ReceiveCall) that
demonstrate how an IVR Plug-in (PlaceCall) can place outbound calls that are handled
by the ReceiveCall Plug-in. It then plays a voice prompt, and then transfer the calls to a
TeleVantage user.
Q OrderStatus. This IVR Plug-in answers calls, prompts the caller for their 5 digit order
number, searches a Orders database for a matching record and then reads back the order
status, e.g. “Your order number [12345] was shipped on [December 31, 2002] and
totalled [$123.56]”
Developing IVR Plug-ins
The TeleVantage SDK allows a programmer to integrate an application with the TeleVantage
Server, including the ability to perform tasks such as dialing a phone number, interpreting touch
tone digits, playing or recording voice files, or generating spoken messages. It also allows you
to use telephony toolkits such as CallSuite to perform actions such as text-to-speech synthesis,
voice recognition, accurate call progress analysis and faxing (which the IVR Plug-in API does
not perform).