IVR Software Manual
Listing of API Routines
IVR Library Functions and Features
Database Systems Corp. (DSC) provides an API library of IVR (Interactive Voice Response) routines.
An IVR application functions in a client/server environment. The IVR program can run on the IVR phone system or on a different server that is processing your application programs.
The IVR program now has complete access to all of the same information as your application programs. It can actually perform call center functions such as dealer lookup, account information access and update, etc. and simply transfer the result information to the our phone system to be relayed to the caller.
Some of the basic features of the our IVR programming system are:
- Client/server architecture
- Visual Basic, C, C++, Active-X, and .NET support
- VoiceXML data access
- DNIS controlled
- Inbound and outbound call processing
- Record messages
- Play music on hold
- Multiple IVR scripts
- Play message and prompt
- Play mixture of recorded message and text
- Phone key input
- User navigation and selection
- Voice mail
- Database access and update
- Text to speech (TTS)
- Perform application functions
- IVR response logging and reports
IVR Programming Environment
The DSC IVR comes with several libraries that are compatible with multiple programming languages. The following are the languages currently supported:
Contact DSC for the latest user guide's associated with these and other programming languages.
- C and C++ programming languages
- Visual basic (Microsoft)
How Our IVR Works
Upon receiving a call, the DSC phone system uses the DNIS to check for an IVR script. The IVR Client process invokes a server process on the application server and starts a two-way communication with the IVR Server.
An IVR program controls the flow of the IVR script by prompting the caller and requesting key input or directing the caller to another DNIS, extension, or Voice Mail. In the process, this IVR program can perform any application function including report generation, customer information lookup, etc.
Our IVR can also initiate outbound calls and prompt the called individual with the same messages (and text) and accept phone key input from this individual as well. The caller and called individual can likewise be “connected”.
The DSC phone system includes a setup window for IVR scripts. Upon definition of a DNIS entry, the administrator can designate that callers on this DNIS will be automatically routed to an IVR script.
Table Of Contents
Data Types and Return Values
IVR Support Functions
DSC has developed these additional phone functions to enhance the capabilities and ease of use of the IVR system. These are provided in lieu of text to speech converters to ensure the proper pronunciation of hard to pronounce names and to ensure a smooth and continuous flow of variable information with pre-recorded prompts.
These functions output various data type information using either stock recordings or recordings that can be customized with your voice or that of a professional voice talent.
- Wave files currently in the package can be re-recorded by your own voice talent or a professional voiceover artist.
- Additional cities can be added to the "Cities" folder.
- Additional street names and abbreviations can be added to the "Address" folder.
- Additional domain names, extensions and other words can be added to the "Internet" folder to better handle e-mail addresses and URLs.
- Voices and vocabularies can be 100% customized and upgraded.