Avaya Voicemail Pro CD 4.2 700459357 Manual Do Utilizador

Product Description
IP Office 4.2

© 2009 AVAYA All rights reserved.

Page 210

Issue 18.s.- (22 May 2009)

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 IPO LIC - IP400

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 client.

 

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.

As with other VoiceMail Pro call flow actions, the database actions include the ability to communicate with the
Avaya Compact Contact Center for reporting purposes, the VoiceMail Pro installation includes Microsoft Data
Access Components (MDAC) to simplify connection to most common databases.

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.