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VA Technical Reference Model v 21.11

VoiceGuide
VoiceGuide Technology

General InformationGeneral Information help

Technologies must be operated and maintained in accordance with Federal and Department security and privacy policies and guidelines. More information on the proper use of the TRM can be found on the TRM Proper Use Tab/Section.

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Description: VoiceGuide is the software for an Interactive Voice Response (IVR) system that enables the creation of inbound and outbound IVR scripts and messaging systems. This technology records the front-end user`s selection via the automated script to better direct them to the correct assistance. Additionally, this technology has the ability to collect data through administration of surveys to veterans via touch-tone phone responses.

There are two editions of this technology: Professional and Enterprise. This entry covers both editions.

VoiceGuide uses a local database to store details of queued outgoing calls, Call Detail Records (CDRs), and reportable statistics. VoiceGuide will use an SQLite database by default, however, the software can be configured to utilize a different database engine, such as Microsoft Structured Query Language (SQL) Server and Oracle Database, if desired.

This technology has the ability to retrieve data from multiple VA-supported databases using an SQL query, and manipulate the database by updating the same record with new values. Additionally, this technology can be installed on-premise or in the cloud.

The TRM decisions in this entry only apply to technologies and versions owned, operated, managed, patched, and version-controlled by VA. This includes technologies deployed as software installations on VMs within VA-controlled cloud environments (e.g. VA Enterprise Cloud (VAEC)). Cloud services provided by the VAEC, which are listed in the VAEC Service Catalog, and those controlled and managed by an external Cloud Service Provider (i.e. SaaS) are not in the purview of the TRM. For more information on the use of cloud services and cloud-based products within VA, including VA private clouds, please see the Enterprise Cloud Solutions Office (ECSO) Portal at: https://dvagov.sharepoint.com/sites/OITEPMOECSO
Technology/Standard Usage Requirements: Users must ensure their use of this technology/standard is consistent with VA policies and standards, including, but not limited to, VA Handbooks 6102 and 6500; VA Directives 6004, 6513, and 6517; and National Institute of Standards and Technology (NIST) standards, including Federal Information Processing Standards (FIPS). Users must ensure sensitive data is properly protected in compliance with all VA regulations. Prior to use of this technology, users should check with their supervisor, Information Security Officer (ISO), Facility Chief Information Officer (CIO), or local Office of Information and Technology (OI&T) representative to ensure that all actions are consistent with current VA policies and procedures prior to implementation.
Section 508 Information: This technology has not been assessed by the Section 508 Office. The Implementer of this technology has the responsibility to ensure the version deployed is 508-compliant. Section 508 compliance may be reviewed by the Section 508 Office and appropriate remedial action required if necessary. For additional information or assistance regarding Section 508, please contact the Section 508 Office at Section508@va.gov.
Decision: View Decisions

Decision Source: TRM Mgmt Group
Decision Process: One-VA TRM v20.11
Decision Date: 11/10/2020
Introduced By: TRM Request
Vendor Name: Katalina Technologies Pty Ltd.
- The information contained on this page is accurate as of the Decision Date (11/10/2020).