In designing the voice response service, you need to consider telephony
activities and data access as well as the dialog design:
- What are the functions of the service, and what is each part of the application
going to do?
- Is the application going to answer, make, transfer, reconnect, or terminate
calls, and how?
- Do the switch and signaling protocol at your site support the telephony
functions required?
- Where is the application going to get data from and how? Will callers
be updating databases or files, and how? What are the security and data integrity
implications?
- How will the application communicate with the caller?
- How will the caller communicate with the application, using tones or speech
or a mixture of the two?
- How will the application handle situations such as the caller hanging
up in mid-transaction or the database link failing?
For more information, see Designing a voice application. To design
your application, you need to understand the facilities and programming interfaces
that will be used to implement it, as well as the requirements for it, so
you’ll also need to read the appropriate sections on implementation before
you start designing your own applications to run with Blueworx Voice Response.