19767337 ivrs seminar report 2

8/2/2019 19767337 Ivrs Seminar Report 2

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ABSTRACT

Intodayscompetitiveworldanybusinessmustbuildflexiblesystemsthatadapteasilytoevolvingrequirementsofthecriticalbusinessprocesses.IVRSisonesuchsystemthattransformsthetraditionalbusinessmodelintocustomercentricmodel.IVRSishistoricallyinteractivespeechmemorydriventhatwalkthecallerthroughaseriesofpromptswheretheyrespondtoquestionsbypressingthecombinationofoneormorebuttonsofthephonekeypad.Thedecisiontreeassociatedwiththepromptsandtheresponseswillroutethecallertoinformationtheydesire.TheseIVRSsystemsaretypicallyutilizedtocheckbankaccountbalance,buyandsellstocks,checktheshowtimesforyourfavoritemovie.Intelephony,IntelligentVoiceResponse,orIVR,isaphonetechnologythatallowsacomputertodetectvoiceandtouchtonesusinganormalphonecall.TheIVRsystemcanrespondwithpre-recordedordynamicallygeneratedaudiotofurtherdirectcallersonhowtoproceed.IVRsystemscanbeusedtocontrolalmostanyfunctionwheretheinterfacecanbebrokendownintoaseriesofsimplemenuchoices.OnceconstructedIVRsystemsgenerallyscalewelltohandlelargecallvolumes.


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CONTENTSSR.NO.TITLECERTIFICATESPONSORSHIPLETTERACKNOWLEDGEMENTCONTENTSABSTRACT1.INTRODUCTION1.1AimOfTheProject1.2BriefHistoryOfIVRS1.3LiteratureSurvey/TechnologicalSurvey1.3.1Technologiesused1.3.2AnIVRcanbeutilizedinseveraldifferentways1.4RecentTrendsAndDevelopmentInTheField2.DETAILSOFTOPICANDANALYSIS2.1PrincipleOfIVRS2.2SequenceFollowedInTheIVRSService2.3GeneralDescriptionAboutTelephony2.3.1On-Hook2.3.2Off-Hook2.3.3SignalingTones2.4TelephoneInterfaceSection2.4.1RingDetectorSection2.4.2Ringactivatingsignals2.4.3Optocoupler2.5DesignFlowOfHardwareAndSoftware3.BLOCKDIAGRAMOFIVRS3.1BlockDiagramExplanationTITLEPAGENO.IIIIIIIVVVII12245579991010101012121213131414


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3.1.1RingDecoder3.1.2DTMFDecoder3.1.3Microcontroller3.1.4Relay3.1.5MAX2323.1.6IsolationTransformer3.1.7VoiceCard4.SYSTEMDESIGN4.1SelectionofDTMFDecoder4.2SelectionofMicrocontroller4.3SelectionofRelay4.4SelectionofMAX2324.5SelectionofComputer5.6.WORKINGOFTHEPROJECTSOFTWARETOBEUSED:6.1AdvantagesofusingVisualBasic6.06.2AdvantagesusingMS-Access20037.ADVANTAGESANDDISADVANTAGESOFUSINGIVRSYSTEMS7.1Advantages7.2Disadvantages8.APPLICATIONS8.1Banking&Finance8.2Education8.3Government8.4Telecommunications9.FUTUREASPECTSCONCLUSIONREFERENCES

151515161616161717171718181920202021

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Chapter1.INTRODUCTIONWhatcanbedoneusinganIntervoiceSystem?WhenconnectinganInter-voicesystemintotelephonelines(eitheranaloglinesordigitalT1/E1trunks),theapplicationscanhandleeitherincomingoroutgoingcallsandthenperformthefollowingvoiceprocessingfeatures:DTMForpulsetoneinputProvidesunlimitedprerecordedvoicemessagesLiverecordingofcustomermessagesAccessesorstoresinformationtoandfromtheback-endhost,databaseortheInternetUsesleadingspeechrecognitiontechnologytoprocesseitherspokenwordsorfullsentencesWhoshoulduseIntervoice?UsingIntervoicehardwareandsoftware,wehavedevelopedvoiceautomationapplications,whichcan:TransferthecustomercallstotherightpeopletohandleProvidethemostupdatedproductorserviceinformationRecordcustomermessagesforfollowuplaterPerformautomatedtransactionprocessingwithouthumanintervention.

Whatareinteractivevoiceresponse(IVR)systems?InteractiveVoiceResponse(IVR)systemsallowcallerstointeractwiththecommunicationssystemoverthetelephone.IVRisusedtoenablethecallertoretrieveinformationfromadatabase,enterinformationintoadatabase,orboth.IVRsystemsallowtheusertoefficientlyexchangeinformation,reducingclericalprocessing.


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HowItWorks?AnIVRsystemtalkstocallersfollowingarecordedscript.Itpromptsaresponsetothecallerandaskshimtorespondeitherverballyorbypressingatouchtonekey,andsuppliesthecallerwithinformationbasedonresponsesmade.WhatareimportantfeaturesofIVRsystems?IVRsystemshouldstoreresponsesmadebycallers.Shouldbeabletoprovidedifferentresponsestocallersbasedontimeofdaycalled.Shouldbeabletocaptureeithertouch-toneorvoiceresponsesbycallers.1.1AIMOFTHEPROJECTWehavedecidedtochoosethistopicIVRSbecauseIVRSisaAcronymforIntelligentVoiceResponseSystemThesusedisIntelligentforInteractionWillconsiderthenatureoftheuser,toprovidethecorrectresponse.Andwillprovidetheuserwithallsortsofrelatedinformationforhisconcern

Sowehavedecidedittoimplementthissystemforeducationalpurposei.e.marksenrollment.1.2BRIEFHISTORYOFIVRSCALLcentresoriginatedasacost-cuttingmeasurebyUScompaniesseveraldecadesago,buttheyonlyreallystartedtotakeoffintheUKinthe1970s.Theinitialcentreswerein-houseoperationsinlargerorganizationsandtheytendedtoshareandbeformedbythesamebasicassumptionsanddrivers.Theideawasthatifyoucouldclusterthemajorityoftelephonebasedcontactswiththecustomerinasingledepartmentyoucouldhavepeoplefocusedjustoncall-relatedservices.Severaladvantageswouldfollow.First,asacoherentdepartmentfocusedontelephoneservices,suchacentrecouldbemanagedmorecoherently.Asecondmotivewasthatthroughcarefulmanagementofthecentre,youwouldinevitablygetthebenefitofhavingmorecallshandledbyfewerpeople.


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SteveMorrell,ManagingDirectoratContactBabel,anorganizationthatspecializesinanalyzingthecallcentremarket,pointsoutthatthisearlyfocusonefficiencyandcostcutting,inasense,gotthecallcentreindustrystartedoffonthewrongfoot-atleastinrelationtocurrentbestpractice"Itmeantthatthewholeindustryfocusedonmeasuringthingssuchascalllengths,ortimetoresolution.Thefastertheoperatorcouldcompleteacall,themoreefficientandeffectivethecontactwiththecustomerwasdeemedtobe,"heexplains.Dividethenumberofcallsbythenumberofoperators,andyoucouldseeataglancehowefficientlyyourcentrewasoperating.Thebiggerthenumber,thebetter.Theshorterthecalldurationandtheshorterthetimetoresolution,thebetter.Therewereobviousproblemswiththisapproach.First,itledtoasweattheagentattitude,sincethepressurewasontosetcallcentreagentsmoreandmorestretchingtargetsbywayofcallsperhourthattheyweresupposedtocomplete.Second,itledtoahighturnoverinstaffaspeoplebecameburnedoutbythepressurecookeratmosphere.Sincethecostsoftrainingacallcentreagentarenottrivial(Morrellputsthemataround6,000peragentonaverage),ahighstaffturnoverleadstohighcosts.Athirdissue,whichtookratherlongerforcompaniestograsp,wasthatagentswerenotbeinggiventheopportunitytolearnverymuchaboutthecustomer,ortoaddmuchvaluetothecustomersrelationshipwiththeorganization.Infactinmanyinstancesanemphasisonkeepingcalltimesasbriefaspossiblewouldactuallycausetheagent,atbest,tosoundimpersonalandunsympathetictothecustomer.Atworsttheexperiencewouldbedecidedlyunsatisfactoryandwouldpossiblydolastingdamagetothecompanysbrandandreputationinthecustomerseyes.Morrellpointsoutthatcallcentresweregivenahugeboostin

theUKinthe1980swhentelecomsderegulationledtoafallinthepriceoffixedlinecalls.Channelingcontacttothecustomerthroughthetelephonebecameanevenmorecosteffectiveoptionforcompanies.SincetheUKledthewayintelecomsderegulationinEurope,thiswasamajorfactorintheUKhavingmorecallcentreseatsthananycountrywiththeexceptionoftheUS.We


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currentlyhaveinexcessof800,000callcentreplacesacrosstheUK,andthenumberisprojectedtogobeyond1,000,000withinthenextthreeyears.ColinMackay,aDirectoroftheindustrybody,theCallCentreManagersAssociation(CCMA),pointsoutthatpioneeringcentresetupbyDirectLineandthenbyFirstDirect,provedhowpowerfulthesecentrescouldbeforfinancialservicesorganizations."Itmeantthattheycouldreachlargenumbersofthepublicwithouttherequirementforsalespeopleonthestreet,"hesaid.AsMackaynotes,about80%ofthequestionsthatpeoplehaveaboutfinancialservicesproducts,frommortgagestoloansandinsurance,canbeansweredoverthephone,withouttheneedforaface-to-facemeeting.OperationssuchasDirectLinewereabletodemonstrateconsiderablecostsavingsandefficienciesoverconventionalfinancialservicesproductdistributionstrategies.Scotlandandthenorth-eastofEnglanddidverywelloutofthefirsttwodecadesofcallcentreoperationsintheUK.AsMackayexplains,callcentreoperatorstendedtofavourregionsoutsidetheexpensivesouth-eastofEngland,wherebuildingpremiseswerefarcheaper,andwheretherewasareasonablywell-educatedpotentialworkforce.Thefactthatthenorth-eastofEnglandandScotlandhadseenamassivedeclineintheirheavyindustriesmeantthattherewasalsocompetitivepressureforjobs,sowagesweremorecompetitivetoo,thandownsouth.1.3LITERATURESURVEY/TECHNOLOGICALSURVEYASurveywascarriedbyuswasfoundthatthesystemwearegoingtoimplementisnotpresentinanyofthecollegeinPuneUniversityLiteraturerelatedtoourtopicisasfollows:InteractivevoicetechnologydevelopmentFortelecommunicationsapplicationsASpeechandAcousticsLaboratory,NTTHumanIntelfaceLaboratories,JapanEfficientclientserverbasedimplementationsofmobilespeechrecognition

services


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RichardC.Rosea,*,IkerArizmendib,1aMcGillUniversity,DepartmentofElectricalandComputerEngineering,AnalyzinginteractivevoiceservicesKennethJ.Turner*ComputingScienceandMathematics,UniversityofStirling,StirlingFK94LA,UK1.3.1TechnologiesusedDTMFsignals(enteredfromthetelephonekeypad)andnaturallanguagespeechrecognitioninterpretthecaller sresponsetovoiceprompts.Othertechnologiesincludetheabilitytospeakcomplexanddynamicinformationsuchasane-mail,newsreportorweatherinformationusingText-To-Speech(TTS).TTSiscomputergeneratedsynthesizedspeechthatisnolongertheroboticvoicegenerallyassociatedwithcomputers.Realvoicescreatethespeechintinyfragmentsthataresplicedtogether(concatenated)beforebeingplayedtothecaller.1.3.2AnIVRcanbeutilizedinseveraldifferentways:1.Equipmentinstalledonthecustomerpremise2.EquipmentinstalledinthePSTN(PublicSwitchedTelephoneNetwork)3.Applicationserviceprovider(ASP).4.VirtualHostedIVRManybusinessapplicationsemploythistechnologyincludingtelephonebanking,orderplacement,calleridentificationandrouting,balanceinquiry,andairlineticketbooking.AsimpleVoicemailsystemisdifferentfromanIVRinthatitispersontopersonwhereasanIVRispersontocomputer.IVRVoiceformscanbeusedtoprovideamorecomplexvoicemailexperiencetothecaller.Forexample,theIVRcouldaskifthecallerwishestohear,edit,forwardorremoveamessagethatwasjustrecorded.AnAutomaticCallDistributor(ACD)isoftenthefirstpointofcontactwhencallingmanylargerbusinesses.AnACDusesdigitalstoragedevicestoplaygreetingsor


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announcements,buttypicallyroutesacallerwithoutpromptingforinput.AnIVRcanplayannouncementsandrequestaninputfromthecaller.Thisinformationcanbeusedtoroutethecalltoaparticularskillset.(Askillsetisafunctionappliedtoagroupofcallcenteragentswithaparticularskill)Interactivevoiceresponsecanbeusedtofront-endacallcenteroperationbyidentifyingtheneedsofthecaller.Informationcanbeobtainedfromthecallersuchasaccountnumbers.Answerstosimplequestionssuchasaccountbalancesorpre-recordedinformationcanbeprovidedwithoutoperatorintervention.AccountnumbersfromtheIVRareoftencomparedtocallerIDdataforsecurityreasonsandadditionalIVRresponsesarerequiredifthecallerIDdatadoesnotmatchtheaccountrecord.IVRcallflowsarecreatedinavarietyofways.AtraditionalIVRdependeduponproprietaryprogrammingorscriptinglanguages,whereasmodernIVRapplicationsarestructuredsimilartoWWWpages,usingVoiceXML,SALTorT-XMLlanguages.TheabilitytouseXMLdevelopedapplicationsallowsaWebservertoactasanapplicationserver,freeingthedevelopertofocusonthecallflow.Itwaswidelybelievedthatdeveloperswouldnolongerrequirespecializedprogrammingskills,howeverthishasbeenproventobemisguidedasIVRapplicationsneedtounderstandthehumanreactiontotheapplicationdialogue.ThisisthedifferencebetweenagooduserexperienceandIVRhell.HigherlevelIVRdevelopmenttoolsareavailableinrecentyearstofurthersimplifytheapplicationdevelopmentprocess.AcallflowdiagramcanbedrawnwithaGUItoolandtheapplicationcode(VoiceXMLorSALT)canbeautomaticallygenerated.Inaddition,thesetoolsnormallyprovideextensionmechanismsforsoftwareintegration,suchasHTTPinterfacetowebsiteandJavainterfaceforconnectingtoadatabase.Intelecommun

ications,anaudioresponseunit(ARU)isadevicethatprovidessynthesizedvoiceresponsestotouch-tonekeypresses(DTMF)byprocessingcallsbasedon(a)thecall-originatorinput,(b)informationreceivedfromadatabase,and(c)informationintheincomingcall,suchasthetimeofday.ARUsincreasethenumberofinformationcallshandledandtoprovideconsistentqualityininformationretrieval.


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1.4RECENTTRENDSANDDEVELOPMENTINTHEFIELDIthasbecomemorecommoninindustriesthathaverecentlyenteredthetelecomindustrytorefertoanAutomatedAttendantasanIVR.ThismeansthatwhendiscussinganIVRapplication,itisimportanttoensurethatthepersonyouaretalkingtounderstandthetermtomeanthesamethingasyoudo.Generally-speaking,thosewithatraditionaltelecombackgroundaremorelikelytorefertoanAutomatedAttendantandIVRasseparatethings,whereasthosefromanEmergingTelephonyorVoIPbackgroundaremorelikelytousethetermIVRtodefineanykindoftelephonymenu,eventhemostbasicAutomatedAttendant.FirstIVRSystem/1991ITDsuccessfullyimplementedthefirstinteractivevoiceresponsesystemsinTurkeyatPamukbank*,YapKrediBankandAkbank.FirstDigitalIVR/1992ITDmadetheimplementationofthefirstbiggestdigitalIVRsysteminTurkey.FirstNationalSwitchCenter(BKM)/1993ITDhasimportantcontributionsattheformationofthefirstandonlytransactionswitchingsystemprojectofTurkey.ThesystemisimplementedjointlybyBKM,DeluxeDataInternationalandITD.ThisEFT(ElectronicFundsTransfer)switchprovidesATM&POSsharingcapabilitiesamongmemberbanksandservesasacriticallinkbetweenFirstIntroductionofCTIConcept/1994ITDintroducedthefirstComputerTelephonyIntegrationatBiliim 94.ITDbecamethedistributorofGenesys sComputerFirstSpeakerIndependentVoiceRecognition/1995ITDrealizedthefirstspeakerindependent


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FirstInternetIntegratedCallCenter/1998ITDbegantoworkonthefirstinternetintegratedcallcenterprojectatGarantiBankandsuccessfullymadetheimplementationinFebruary 99.FirstSpeechRecognitionSystem/2000ITDlaunchedTurkeysFirstSpeech-EnabledCallAutomationSysteminJuly2001withGlobalMenkulDeerler.Callersdialthemainnumber,respondtovariousvoicepromptsusingtheTurkishlanguage,andtellthesystemthecompanyname


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Chapter2.DETAILSOFTOPICANDANALYSIS2.1PRINCIPLEOFIVRSInteractivevoiceresponsereferstotechnologysupportingtheinteractionofcustomerwiththeserviceprovidergenerallyoverthetelephonelines.WhenapersonwantstoaccessanyoftheservicesoftheInteractiveVoiceResponseSystem,hepressesanumberthroughhistelephonekeypad.Thepressednumberappearsacrossthelineandtheringdetectorcircuitsensesthisring.Afteraspecifiednumberofringstherelayisactivatedthroughthemicrocontroller,whichinturnconnectsthelinetoDTMFdecoder.TheactivationofrelaycausesthenumberpressedtoappearacrosstheDTMFdecoder.Thedecoderdecodesthenumberpressedandthenthedecoderoutputispassedthroughthemicrocontrollertothecomputer.Now,whenthecallerpressesanumber,thenumberpressedisdecodedbytheDTMFdecoderandpassedtothecomputerthroughthemicrocontrollerusingMAX232.Thecomputerrecognizesthenumberandaccessestheparticularfilefromthedatabasetooutputthevoicemessage.Theoutputvoiceispassedthroughthevoicecardwherethedigitizedserialdataisconvertedintoanalogvoiceformandpassedtotheline.Thecallergetstheinformationthroughtheline.2.2SEQUENCEFOLLOWEDINTHEIVRSSERVICECallerdialstheIVRSservicenumber.Thecomputerwaitsforaspecifiednumberofringingtonesattheendofwhich,theconnectionisestablished.TheconnectionisestablishedbyliftingthehandsetoftelephonebasefromONHOOKcondition.


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Now,apre-recordedvoicegreetsthecallerconformingthatthenumberdialedcorrespondingtotheparticularservice.

Next,themenuispresentedtothecalleragaininthevoiceform,givinghimthevariousoptionstochoosefrom.

Iftheinformationtoberelayedbackisconfidential,thenthesystemmayevenaskthedialer,tofeedinapasswordnumber.

Thedatabaseisaccordinglyreferencedandthenecessaryinformationisobtained.Next,thesameinformationisputacrosstotheuserinvoice.Thecallergenerallygiventheoptionto:a.Repeatwhateverinformationwasvoicedtohim.b.Repeatthechoices.c.BreakthecallbyrestartingON-HOOKcondition

2.3GENERALDESCRIPTIONABOUTTELEPHONYAnytelephonesetwillalwaysbeinanyoftheconditionsmentionedbelow:2.3.1ON-HOOKItisthestatewheneverteleph

onehandsetisplacedonthecradle.Duringthisstate,thetelephonelineisopencircuitwiththeexchangeandthevoltageof48Visavailableoneachtelephonelinefromtheexchange.2.3.2OFF-HOOKThisisthestatewhenevertelephonehandsetisdisplacedfromthecradle.Duringthisstatethevoltagelevelisbetween 5Vto 12V.ThetelephoneOFFHOOKresistanceistypically600.2.3.3SIGNLINGTONESDialtone:

Thistoneindicatesthattheexchangeisreadytoacceptdialeddigitsfromthesubscriber.Thesubscribershouldstartdialingonlyafterhearingthedialtone.Otherwise,initial


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dialedpulsemaybemissedbytheexchangethatmayresultinthecalllandingonthewrongnumber.Thedialedtoneis33Hzor50Hzor400Hzcontinuoustones.Ringtone:

Whenthecalledpartyisobtained,theexchangesenseouttheringingcurrenttothetelephonesetofthecalledparty.Thisringingcurrenthasthefamiliardoubleringpattern.Simultaneously,theexchangesendsouttheringingtonetothecallingsubscriber,whichhasthepatternsimilartothatofringingcurrent,thetworingsinthedoubleringpatternareseparatedbyatimegapof0.2sandtwodoubleringspatternsbyatimegapof2s.Thebursthasdurationof0.4s.Thefrequencyoftheringingtoneis133Hzor400Hz.Busytone:

Busytoneisbursty400Hzsignalwithsilenceperiodinbetween.Theburstandsilencedurationhasthesamevalueof0.75s.Abusytoneissentouttothecallingsubscriberwhenevertheswitchingequipmentorjunctionlineisnotavailabletoputthroughthecallorcalledsubscriberlineisengaged.Numberunobtainabletone:

Thenumberunobtainabletoneisacontinuous400Hzsignal.Thistonemaybesenttothecallingsubscriberduetoavarietyofreasons.Insomeexchangesthistoneis400Hzintermittentwith2.5sONperiodand0.5sOFFperiod.Routingtone:

Theroutingtoneorcallinprogresstoneis400Hzor800Hzintermittentpatte

rns.Inanelectromechanicalsystemitisusually800Hzwith50%dutyratioand0.5sON-OFFperiod.Inanalogelectronicexchangeitis400Hzpatternwith0.5sONperiodand0.5sOFFperiod.Indigitalexchangeithas0.1sON-OFFperiodat400HzTOUCHTONEKEYPAD

Touchingabuttongeneratesatone,whichisacombinationoftwofrequencies,onefromlowerbandandotherfromupperband.Fore.g.pressingpushbutton7transmits852and1209Hz.


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1209Hz1336Hz1477Hz697Hz770Hz852Hz941Hz7*809#142536

Fig2.1Typical4x3touchkeypadInthekeypadtenkeysofdecimaldigitsareusedtocallrequirednumber.Thetouch-tonetelephoneproducesdecadeorDTMFsignalsforDTMFtype.Thekeypadproducestwotonesinusoidaloutputs.Rowsandcolumnsdeterminethefrequency.Thiskeypadisworkingwithdifferentfrequenciesbutonlytwofrequenciesaretransmittedatatime.SothesignalcomingfromthistypeoftelephoneiscalledDualToneMultiFrequency(DTMF).2.4TELEPHONEINTERFACESECTIONItconsistsoffollowingsubsections:2.4.1RingDetectorSectionRingdetectorcircuitdoesthefunctionofdetectingtheringactivatingsignalsandthencountsthenumberofrings.2.4.2RingactivatingsignalsThisissendbytelephoneexchangetothesubscriber.Thissignalcausesanaudiotoneinthesubscriberstelephoneset.Thisringtoneisanalarmingsignal,whichdivertstheattentionofthesubscribertowardstheinstrument.Theringsignalproducedatthecentralofficeiscomposedofa10vac,400HzsignalthatisalwayspresentonthetelephonelinewiththehandsetinON-HOOKposition.Thering-activatingsignalis|ONfor0.2secandthesubscribercanhearthesoundofringinthatdurationoftime.Fornext0.4secthering-activatingsignalgoesOFF.Nowthesubscribercanthearthesound.Againthisrepeatsforsixtimeswiththepauseof2sec.Thusthesubscriberhearssixrings.


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2.4.3OptocouplerInthesameapplicationitisnecessarytoisolateinputandoutput.Theisolationcanbeachievedinmanyways.OneoftheseistouseanOpto-coupler.Opto-coupleriscontrolledbyopticalenergy.2.4.4Construction:OptocouplerisMCT2E.ThedeviceconsistsofGaAsinfraredemittingdiodeopticallycoupledtoamonolithicsiliconphototransistordetector.2.5DESIGNFLOWOFHARDWAREANDSOFTWARE

Fig.2.5.1DesignFlowofsoftwareDesignFlowofHardware


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Chapter3.BLOCKDIAGRAMOFIVRS

Fig.3.1BlockDiagramofIVRSystem3.1BLOCKDIAGRAMEXPLANATIONThemainblocksofmysystemareasfollows:RingDecoderDTMFDecoderMICROCONTROLLERMAX22RelayIsolationTransformerVoiceCard


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3.1.1RingDecoderRingdecoderconsistsof:BridgeRectifierCapacitorFilterOptoIsolator3.1.2DTMFDecoderInDTMFsignaling,twofrequenciesareallocatedtoeachdigitinthepushbuttonkeypad.ThemainfunctionoftheDTMFdecoderistodetectthetwofrequenciesanduntilandunlessthesetwofrequenciesallocatedforaparticulardigitareobtained,thatparticulardigitwillnotberecognizedbytheDTMFdecoder.Thedecoderusesdigitalcountingtechniquetodetectanddecodeall16DTMFtonepairsinto4bitcode.Itsfeaturesare:CompleteDTMFReceiverLowpowerconsumptionInternalgainsettingamplifierAdjustableguardtimeCentralofficequalityPower-downmode3.1.3MicrocontrollerItisthecentralcontrollerofthewholeproject.Itscansallchannelscontinuously.IttransfersthelogicalvaluesseriallytothePC.Varioustasksareassignedtoperipherals.


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3.1.4RelayRelayisusedasaswitchtoprovidetheconnectionbetweenthetelephonelineandthevoicecardaswellastheDTMFdecoder.3.1.5MAX232Convertthevoltagelevels.Dualdriver/receiverthatincludescapacitivevoltagegeneratortosupply232voltagelevelsfromsingle5Vsupply.Eachreceiverconverts232inputsto5VTTL/CMOSlevels.EachdriverconvertsTTL/CMOSinputlevelsinto232levels.

3.1.6IsolationTransformerThesimplestandthemostcommonwaytodotheisolationisbyusingaudiotransformerwhichisa1:1isolationtransformer.3.1.7VoiceCardItistheoutputdeviceoftheproject.Thecallerwillgettoheartheinformationthroughthevoicecard.


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Chapter4.SYSTEMDESIGN4.1SELECTIONOFDTMFDECODERThisisthemostimportanttaskformyproject.Asthenumberpressedbythecallerisneededtobedecodedbeforesendingittothemicrocontroller,aDTMFdecoderisneeded.Forourproject,wehaveusedDTMFdecoderIC8870.Itsfeaturesare:CompleteDTMFReceiverLowpowerconsumptionternalgainsettingamplifierAdjustableguardtimeCentralofficequalityoPower-downmode4.2SELECTIONOFMICROCONTROLLERToachievethistaskwefirstanalyzedmyneeds.Thosewere..ToachievefastoperationToachievegreatsensitivity

Soforthesewedecidedtoselectmicrocontroller89C52.AsitishavingsufficientamountofRAMforsuchsimpleoperationsofreading.Itsupportshighspeedoperationandhasgreatersensitivitywhenputintoscanningmodeofitsinputs.4.3SELECTIONOFRELAYRelaysavailableareHK,PLA,OENandGOODSKY.Thesearethedifferentmanufacturersofrelays.Also,accordingtotheDCvoltages,relaysavailableare5V,6V,12V,18VAND24V.Accordingtothetype,relaysavailableareSPST,DPDTandSPDT.Also,relayscanbePCBmountableandPanelmountable.Accordingtothe


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needofmyproject,Ihaveuseda12V,DPDT,PCBmountablerelaymanufacturedbyGOODSKY.4.4SELECTIONOFMAX232ActuallyMAX232isusedbecausewewantedtohaveserialcommunicationbetweenmicrocontrollerandcomputer.Thissupportsshortdistanceserialcommunication.weareusingMAX232inICformatduetoreadymadeavailabilityofthis.SomecapacitorshavetoarrangealongperipheralspinsofthisICwhichwehaveconnectedinouractualcircuit.NeedofthesecapacitorsisduetofactthatMAX232datasheetshowsneedofsuchcapacitorsinordertopulldatafromonepointtoanotherpoint.4.5SELECTIONOFCOMPUTERBasically,wearegoingtoimplementaVisualBasicCodeandahardwaredependingontheseVBcommands.Sowhileselectingacomputer,weconsideredsomepointslikewhetherMicrosoftsVisualBasic6.0isinstalledonthismachineornot,thenmachinesRAMandHarddiskspacenecessarytosupportVBenvironment,thensecondaryfactorslikecolorscreenforexcitingGUIandattractivemodel.Also,asourprojectneededavoicecardastheoutputdevice,apersonalcomputerwithavoicecardwaschosen.


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Chapter5.WORKINGOFTHEPROJECTWhenthetelephoneisintheidlecondition,thevoltagewillbe-48V.Whentheringingoccurs,itwillbe125VpeaktopeakACsignalsuperimposedon48V.TheoptoisolatorisusedtoisolatethemicrocontrollerfromhighvoltageACsignalsanditconsistsofGaAsinfraredemittingdiodeopticallycoupledtoamonolithicsiliconphototransistor.Themicrocontrollerwilldetecttheringthroughtheport1.5anditwillcountthenumberofrings.Afterafixednumberofrings,themicrocontrollerwillsendasignaltotherelayandthentheautomaticoff-hookingofthetelephonetakesplace.Atthesametime,microcontrollerwilltransmit#tothecomputerwhichisanindicationtoplaytheWelcomemessage.ThereusedisDPDTtypeandafterautomaticoff-hookingtakesplace,therelayconnectsthetelephonelinestothedecoderIC8870andisolationtransformer.Thetransformerusedisalinetransformerusedtoisolatevoicecardfromhighvoltages.Asthetelephonelinesareconnectedtothevoicecard,thecallergetstohearthestoredmessagesandasksthecallertoentertherollnumberofthestudentwhoseresultistobeknown.Afterthecallerdialstherollnumberfromthetouchtonekeypadofhistelephone,thatnumberwillbedecodedbythedecoderIC8870andthedecodedinformationwillbesenttothecomputerviathemicrocontroller.Computeronreceivingthedecodedinformationwillcheckthedatabasetoaccesstheresultofthestudentwhoserollnumberisentered.Thenthecomputerwillsendthedesiredinformationtothevoicecardandthecallerwillgettoheartheresultofthestudentonhistelephonethroughthevoicecard.


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Chapter6.SOFTWARETOBEUSED:VisualBasic6.0MSAccess2003

6.1ADVANTAGESOFUSINGVISUALBASIC6.0Office/VSTOdevelopment.

TheOfficeobjectmodelwascreatedwithoptionalparameters,afeatureofVBA,inmindandmakesheavyuseofit.AsVisualBasicsupportsthisithasanadvantageoverC#COMinter-opwitholderapplications.

AndinthiscaseIamspecificallyreferringtoCOMinteropwithoutacompletetypelibrary,somethingcommoninVB6orVisualFoxPro.ThisiswhereOptionExplicitOffisagreathelperandtimesaver.6.2ADVANTAGESUSINGMS-ACCESS2003Althoughthereisalwaysoverlap,thefollowingrulesmighthelpwhendecidingwhenorwhennottouseMSAccess:MSAccessisbestusedforlong-termdatastorageand/ordatasharing.MSExcelisbestusedforminordatacollection,manipulation,andespeciallyvisualization.SPSSisbestusedforminordatacollectioandespeciallydataanalysis.ItiseasytoexportdatafromMSAccesstoExcelSPSS

Cheap,readilyavailable(packagedwithMS-OfficePremium).Easytouse(relativetoothersystemsOraclemayrequireoneFTEtomaintaintheserverasadatabaseadministratorandanotherFTEtoserveasanapplicationdeveloper).


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Chapter7.ADVANTAGESANDDISADVANTAGESOFUSINGIVRSYSTEMS7.1ADVANTAGESThebiggestadvantageofIVRforsmallandlargeorganizationsistosavetimeandmoney.Answeringphonecallstakesalotoftime,andnoteveryphonecalldeservestheattentionofatrainedemployee.IVRsystemscantakecareofmostofthefrequentlyaskedquestionsthatanorganizationreceives(officehours,directions,phonedirectory,commontechsupportquestions,etcetera)andallowcustomerservicereps,salesmenandtechsupportspecialiststoconcentrateontheharderstuff.Ifalargecompanyisabletoshaveevenasecondofftheaveragelengthofeachphonecallwithaliveoperator,itcansavethemhundredsofthousandsorevenmillionsofdollarsayear[source:HumanFactorsInternational].IVRsystemshavetheadvantageofmakingcallersandcustomersfeellikethey

rebeingattendedto,evenifit

sjustbyamachine.Ifyouhaveasimplequestion,it sbettertogetaquickanswerfromacomputerizedoperatorthantowaittenminutesonholdbeforetalkingtoahumanbeing.AnotheradvantageisthatIVRsystemsdon tsleep.Theydon ttakelunchbreaks.Theydon tgoonvacationstotheBahamas.AnIVRsystemcanbeavailable24hoursadaytofieldquestionsandhelpcustomerswithsimpletasks.AnIVRsystemcanmakeasmallcompanylookbigger.SomeIVRhostingplansevensetyouupwithan800numbertolookmoreofficial.SubscriptionIVRhostingplansmakeiteasierforbusinessesandorganizationstousetheseautomatedphoneservices.Thisisabigadvantageofdayspast,whenonlylargecompanieswithbigtelecommunicationsandcomputingbudgetscouldaffordthehardware,softwareandstafftorunin-houseIVRsystems.7.2DISADVANTAGESThegreatestdisadvantageofIVRsystemsisthatmanypeoplesimplydisliketalkingtomachines.Olderadultsmayhaveahard

timefollowingtelephonemenusandlengthyinstructions.Andyoungercallersgetfrustratedwiththeslownessofmultiplephonemenus


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Chapter8.APPLICATIONS8.1BANKING&FINANCETechnologicalinnovationshavebroughtaboutnotjustnewtypesofelectronicmoney,butalsonewbank-customerrelationships.Theserelationshipsarefuellingthedemandformoreandmoreinnovativebankingservicessuchas:CallCenterwithCustomerRelationshipManagementSoftwareCrctivationSystemCreditCardAuthorizationForexEnquirybySpeechRecognitionStockQuoteBySpeechRecognitionTelephoneBankingSystemTelephoneLoanApprovalTrade&AccountInquiryServiceVoiceRecordingSystem

8.2EDUCATIONApartfromprovidinganenvironmentforlearning,educationalestablishmentsarenowimprovingtheirqualityofservice,offeringabetterlevelofsupporttobothstudentsandtothepublicthrough:EnquiryHotlineLibraryBokRenewalStudentRegistrationSystemStudentResultDeclarationSystem


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8.3GOVERNMENTInordertoimprovetheefficiencyofinformationaccessibility,manygovernmentdepartmentssuchastheLabourDepartment,theEducationDepartment,theImmigrationDepartment,theInlandRevenueandtheDepartmentofHealth,havealreadyimplementedIVRSsystemstoprovidehotlineservices.8.4TELECOMMUNICATIONSInthishighlycompetitiveindustry,wecanhelptelecomserviceproviders(wirelineorwireless)todevelopinfrastructureandaddvaluetotheirservicesthrough:PrepaidRoamingPostpaidCallingCard,PrepaidCallingCard,andWirelessPrepaid(orMobilePrepaid)MobileNumberPortabilityNumberChanAnnouncementFaxStored-And-ForwardServiceSignalingProtocolConvertersTelecomCallCenter


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Chapter9.FUTUREASPECTSInfuture,theconceptofInteractiveVoiceResponseSystemcanbeusedinvarioustransportdepartmentslikeBustransport,Metrorail,RailwaysandAirportsasthetransportcompaniesnotonlyneedtobefastandresponsive,butalsoneedtoprovidecustomerswithaneasilyaccessibleinformationsystemproviding:IformationEnquiryScheduleEnquirySISRInformationEnquiryTeleticketingSystem

So,innearfuture,alltheinformationregardingroutes,timingsetc.willbeknownthroughtheInteractiveVoiceResponseSystem.Also,thisconceptmaybeimplementedinCinemahallsandMultiplexeswherethecallerwillgettoknowthetimingsofhisfavouritemoviesaswellashecanbookhisticketsthroughthissystem.


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CONCLUSIONThesystemdesignedwillbeintelligentforinteractionandwillsuitablyprovideagoodresponsetothecallerwhowillaccessit.Itwillbetrulyaresponsiblesystemforhumanmankind.Wewillmakeitbetterthanthepresentscenariosystem.Itwillbedigitallyaccessedandwillhaveastrongdatabaseandcanbeoperatedeasilyandoflowcost.Andthefuturewillshowthateveryorganizationwillbeusingoursystem.


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REFERENCESWebsites:1.http://en.wikipedia.org/wiki/Interactive_voice_response2.http://web.cmc.net.in/products/ivrs/ivrs.asp3.http://www.blissit.org/ivrs.htm4.http://www.kleward.com/ivr_solutions.htm5.http://en.wikipedia.org/wiki/Special:Search?search=information+on+IVR+system6.http://www.sciencedirect.com/science?_ob=ArticleURL&_udi=B6VRG4C0RRMJ4&_user=7427940&_coverDate=08%2F05%2F2004&_alid=810799566&_rdoc=6&_fmt=high&_orig=search&_cdi=6234&_docanchor=&view=c&_ct=7&_acct=C000050221&_version=1&_urlVersion=0&_userid=7427940&md5=58db2884bcbc7ed43d9119ed01eefe1a

Books:1.ThiagarajanVishwanathan/TelecommunicationSwitchingSystem&

Networks/IndiaPRIPvt.ltd/SecondEdition2.KennethJ.Ayala/The8051MicrocontrollerApplications/India/PRIPvt.ltd/SecondEdition3.DouglasV.Hall/MicrocontrollerandInterfacing/NewYork/TMHPublishingCompanyPvtLtd/SecondEditionArchitecture,Programmingand


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19767337 ivrs seminar report 2

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