The Avaya IP Office platform is the ultimate in converged voice and data technology. IP Office brings a combination of voice and data applications formerly reserved for only the largest corporations. Cutting edge customer service with easy to use tools is now available to the smallest of businesses.
IVR: Example Database Scenario
Enter Details into the Database
The caller is given an option to buy the book. If they select to buy the book, the call flow module Bookshop_CurrentBookBuy operates. The call flow immediately checks that access to the bookshop database is still available via a Database Open action.
Confirm Book Details
Generic actions are used to store the ISBN number and cost. The example below shows how the ISBN number is stored in the system variable CP0.
When the details have been stored the book title and cost are spoken to the caller using a Speak Text action. See the example below.
Collect Callers Details
Details can be entered into a database by a caller. In this example we collect the callers credit card number, expiry date and telephone number. All these details are collected and then the database is updated.
The example below shows the Specific tab entry used to collected the callers telephone number and assign it to the system variable CP4.
When all the details have been collected, the database needs to be updated. The database Execute Action is used. When entering information into the specific tab for the first time you will taken through a series of steps.
Select the Database Execute icon.
At the SQL Function window the option to 'Insert …values' was chosen as information needs to be added to the database..
Details are then entered into the SQL Wizard, as shown below. When the Database table is selected, the list of fields contained within the table is inserted.
When the details have been entered the SQL wizard is closed. The specific tab of the action will contain the command to execute, see example shown below.
