Reference Architecture for IVR Integration
The diagram shows the recommended architecture for IVR integration applications. It is modeled on a Services Oriented Architecture (SOA). A feature of the design is isolation of the major layers of the architecture around a set of business functions which are implemented as web services. These services perform the data access and external functions required of the system.
Key benefits include the isolation of the IVR script from any data architecture, business function or collaboration service changes. IVR programming is implemented specifically to perform the call flow function in a pure and independent manner. This supports the utmost simplicity of purpose in the IVR programming. Business process, tasks and workflow changes are in turn isolated from the data architecture and external interfaces.
The layered approach of this recommended architecture facilitates the most efficient and timely maintenance and enhancement of the system from business operations at every level.