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The Avaya IR system allows either full or partial automation of telephone transactions that would otherwise be performed by an operator or attendant. These automated transactions are known as applications. Each application is designed and developed to meet a specific customer's need. An application script is a set of instructions written for the system that informs it how to carry out the automated transaction. Scripts define the flows of calls and determine what callers hear and how callers respond to the system.
When an incoming call is connected to the system, the system prompts the caller with synthesized or prerecorded speech. The caller responds by entering touchtones or by speaking into the telephone. The dialog between the system and the caller is determined by the particular application and its corresponding script.
The application script can be simple or complex, depending on the purpose of the call. For example, a simple script may accept a caller's request for information, perform a quick search of a local database, and respond to the caller with that information. A more complex script can accept a caller's request for information, prompt the caller to provide additional touch-tone or spoken format information, and access a remote host computer database to retrieve information related to the caller. The script forwards the call to an operator or attendant who uses the information previously acquired to respond and interact with the caller.
