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
Returning Data from the Database
The Bookshop_CurrentBookSpeakDetails module tells the caller the book title, the author's name and the cost of the book matching the ISBN that they entered .
The information from the database is conveyed to the caller using the 'Speak Text Action'. Note: To use the Speak Action the IP Office must be licensed for and have installed Text to Speech.
Speak Book Title
The Speak Book Title action is used to tell the caller the book title associated with the ISBN that was entered.
The fields selected in the 'Request ISBN from DB' action contain the information retrieved from the bookshop database. The fields selected were Author, Cost, ISBN and Title.
Any fields selected in a query will appear in alphabetical order.
$DBD[0] would return details from the field Author
$DBD[1] would return details from the field Cost
$DBD[2] would return details from the field ISBN
$DBD[3] would return details from the field Title.
Each Speak Text action in the call flow returns the values from a different field selected within the database query. The 'Speak Book Cost' action has additional text added so that the currency can be spoken, in this example pounds are used. See below.
