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Selectr ®n <br />V O I C E - W E B ' M O B I L E <br />2.2.1. IVR Channel <br />The IVR Channel for the Utility Pack provides callers with an Interactive Voice Response <br />(IVR) system for accessing account information and making payments over the phone. <br />Citizens can call the Utility IVR channel in order to hear account information and to <br />make a payment. Citizens will validate their account using an account or phone number <br />and PIN. The IVR validates this data against the S &S EnQuesta application database. <br />Once the account is validated, the IVR will speak the current balance owed and due <br />date. The total amount due includes an aggregate of all current and delinquent amounts <br />owed. The caller will then be given the option of making a payment. If no payment is <br />due, then the IVR will speak that there is currently no payment due. <br />Using the IVR, callers will also be able to hear other account information as listed under <br />Utility Pack, above. <br />Callers will also be able to transfer to an agent. If a caller requests a transfer, the IVR <br />performs a hook -flash transfer to a number specified by Santa Ana. <br />2.3. Dog Licensing <br />Santa Ana will be configured with a custom application for Dog Licensing. The Dog <br />Licensing application offers Santa Ana's customers with a central point of access for <br />license management and payments. Citizens will be able to enter a license number and <br />access data and activities, including: <br />• License Validation <br />• Renewal Timeframe & Due Date <br />• Discount Validation <br />• Rabies Expiration <br />• Payment Processing — Credit Card and E -Check <br />• Partial Payments Acceptance (if desired) <br />All information is made available through an API to the Custom SQL application <br />database. For any of the features detailed below to function as described, data must be <br />available in this database (via stored procedures or a web service API) to be presented <br />to users. <br />2.3.1. IVR Channel <br />The IVR Channel for the Dog Licensing application provides callers with an Interactive <br />Voice Response (IVR) system for accessing license information and making payments <br />over the phone. <br />Citizens can call the Dog Licensing IVR channel in order to hear license information and <br />to make a payment. Citizens will need to enter a valid license number in order to <br />perform various activities via the IVR. The IVR validates this data against the Custom SQL <br />database. Once the license is validated, the IVR will speak the renewal timeframe and <br />October 13, 2014 Page 5 of 17 <br />