Voice mail pro IVR automation

[smartedge1]

We have a customer having AVAYA IP office release 9.1 with voice mail pro . They want to have the below features


1)They want a situation whereby their customers can call their call center and hear an announcement that says their account balance while on queue before speaking to an agent .


2) They want customers to be able to press DTMF to trigger certain actions like reset thier online banking password etc .


I would like to know the best way to go about achieving this .

 

[Okkie26]

Looks like you need some database actions.

 

[Suporte JustGroup]

Hi smartedge1;

Basically they are two very simple actions, of which you do with simple Procedure commands through the voicemailpro connection.
But remembering that voicemailpro is limited to basic actions but what you are asked for is very simple to do.
In a basic lab, on the same voicemailpro server you must install an ODBC connection to the database, I tested it with mysql working correctly.
In Avaya's own manual within voicemailpro you have an example database query for a bookstore that leads to pretty much the same example you need.

1)They want a situation whereby their customers can call their call center and hear an announcement that says their account balance while on queue before speaking to an agent .

On the queue you need to create a flow with a database query action, where you can reuse the module created in the menu, after that action you send the user back to the queue, if you have an TTS licensed it will work as fine.

The procedure you will define in connection with the database following the rules of your business.

2) They want customers to be able to press DTMF to trigger certain actions like reset thier online banking password etc .

No problem, but remember .. vmpro is limited and you will not be able to use connections to Oracle databases or any other with advanced technology, you will need a webservices which vmpro is not compatible.

It works well with small databases and so on.