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.�� Selectron s+.: RMd TECHNOLOGIES, INC All information must be made available through an API to the Business Licensing application database. For any of the features detailed herein to function as described, data must be available in this database (via API) to be presented to users. 2.4.1. IVR Channel The IVR Channel for the Business Licensing application provides callers with an Interactive Voice Response (IVR) system for accessing license information and making payments over the phone. Citizens can call the Business Licensing IVR channel in order to hear license information and to make a payment. Citizens will need to enter a valid license number in order to perform various activities via the IVR. The IVR validates this data against the Business License Application database. Once the license is validated, the caller will be given access to the above -listed information, and the option of making a payment. Callers will also be able to transfer to an agent. 2.5. Relay Outbound Relay Outbound provides Santa Ana with a multi -channel outbound communication platform capable of sending voice, SMS, and email messages to citizens. Messages can be configured to include dynamic account data designed to be sent to specific recipients, or can be designed as 'general information' messages without customer - specific data. These outbound messages can be designed and configured by Santa Ana staff using the Relay Portal. Customer -configured voice messages will be spoken to message recipients using computerized text -to -speech. In addition to the above customer -configured messages, Selectron will design one message template to be defined during the implementation process. The Selectron- created template will use professional voice recording forvoice messages as opposed to computerized text -to -speech. Because the City's Relay Utility IVR is on -premise and Relay Outbound will be hosted/managed by Selectron, only blind transfers (from Hosted Relay Outbound to On - Premise Relay IVRs) are supported. 2.5.1. Customer -Built Templates Santa Ana will be able to define and send notifications to citizens via phone, email, or SMS text with dynamic data elements. Data for these templates will be supplied via flat file and do not directly integrate with the customers application database. Selectron will work with the agency to provide an FTP site where flat files can be uploaded and made available for outbound campaigns. Santa Ana is responsible for defining and configuring these campaigns, which can be done via the Relay Portal. Training for Trusted Solutions. May 13, 2021 Page 6 of 14 Real Value.