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14-10 STRATA CS ADMINISTRATOR MANUAL
BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL
notification of new calls from the Strata CS Server, retrieve caller ID, DID, or
other call data, and then optionally perform any voice processing (get digits, play
or record greetings, perform database lookups, and so forth) using a telephony
toolkit. After an IVR Plug-in finishes processing the call, it can hang up or
transfer the call back to any Strata CS extension, auto attendant, voice mail box,
or even another IVR Plug-in. IVR Plug-ins can also make outbound calls, which
can be useful for predictive dialing applications.
IVR Plug-in sample programs
The following IVR Plug-in sample applications are included with the API:
n CustomerID Plug-in. A Visual Basic project that demonstrates how to
transfer customers to different agents automatically, based on the
customer’s area code. Programmers can install and run the compiled
sample program on a Strata CS Server without modification, or they can
use Visual Basic to customize it as desired.
n CustomerID database manager. A small program to maintain the
Customer and Agent databases accessed by the CustomerID Plug-in. The
program can be used to customize the customer and agent data for your
Strata CS Server site.
n OutBound Calling Plug-in. A Visual Basic project that demonstrates
how a Plug-in can place outbound calls, send data, and then return control
to the Server. The compiled sample program will run on a Strata CS
Server without modification, but you must have Visual Basic and a
telephony toolkit (such as CallSuite) to modify and recompile the sample
program.
Developing IVR Plug-ins with a telephony toolkit
The Strata CS SDK allows a programmer to integrate an application with the
Strata CS Server, but it does not provide tools to perform tasks such as dialing a
phone number, interpreting touch-tone digits, playing or recording voice files, or
generating spoken messages. These tasks require a telephony toolkit such as
CallSuite.
Telephony toolkits can be used to build applications such as:
n Order entry systems
n Benefits enrollment hotlines
n Real estate fax lines
n Voice mail and paging systems
n Product literature fax-on-demand systems
n Movie rating and information lines
n Talking classifieds