The best first step in planning an application is to envision exactly what you want the caller to experience when calling in to your system. Do not consider how to set up the application. Simply ask and try to answer as many questions as you can.

For example, ask and try to answer the following questions:

• What options do you want to offer callers?

• Do you want to offer callers the opportunity to interact in more than one language?

• What means do you want to offer callers to respond to options? By voice? By using touchtone keys on the telephone? By recording their answers or other short messages?

• What voice gender do you want to use in presenting your prompts?

• Do you need to use Text-to-Speech (TTS) technology to provide the caller a way to hear text-based information?

• What about hearing- or speech-impaired callers? How do you want to provide for their special needs?

Again, the idea is to ask as many questions as you possibly can. Create sample scenarios for the various situations you think callers might require help with. Try to be as comprehensive as possible.