“interactive voice response system”final report

APROJECT REPORT

ON“INTERACTIVE VOICE RESPONSE SYSTEM”

SUBMITTED TOUTTAR PRADESH TECHNICAL UNIVERSITY, LUCKNOW

IN PARTIAL FULFILLMENT OF THE REQUIREMENT OF THE AWARDOF

THE DEGREE OFBACHELOR OF TECHNOLOGY

INELECTRONICS & INSTRUMENTATION ENGINEERING

(2009-10)

SUBMITTED BY :

AYUSH AGARWAL (0606432024)BHUVNESH KUMAR (0606432027)

DEEPAK KUMAR MALIK (0606432031)DHARAMJEET SINGH (0606432035)

UNDER THE GUIDANCE OF:Mr. SANTOSH KUMAR AGRAHARI

H.O.D DEPT. OF ELECTRONICS & INSTRUMENTATION ENGG.HCST, MATHURA

HINDUSTAN COLLEGE OF SCIENCE & TECHNOLOGYELECTRONICS & INSTRUMENTATION ENGINEERIN DEPARTMENT

FARAH, MATHURA

HINDUSTAN COLLEGE OF SCIENCE AND TECHNOLOGYELECTRONICS & INSTRUMENTATION ENGINEERING DEPARTMENT

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DEPARTMENT OFELECTRONICS & INSTRUMENTATION ENGINEERING

CERTIFICATE

THIS IS TO CERTIFY THAT THE PROJECT ENTITLED

“INTERACTIVE VOICE RESPONSE SYSTEM”IS

SUBMITTED BY

AYUSH AGARWAL (0606432024)BHUVNESH KUMAR (0606432027)

DEEPAK KUMAR MALIK (0606432031)DHARAMJEET SINGH (0606432035)

IN PARTIAL FULFILLMENT OF REQUIREMENTS FOR THE AWARD OF THE DEGREE OF B.TECH

IN ELECTRONICS & INSTRUMENTATION ENGG. SUBMITTED IN HINDUSTAN COLLEGE

OF SCIENCE & TECHNOLOGY, FARAH-MATHURA. AFFILIATED TO UTTAR PRADESH TECHNICAL UNIVERSITY, LUCKNOW IN THE RECORD OF THEIR OWN WORK DONE UNDER

MY SUPERVISION AND GUIDANCE DURING SESSION 2009-10

Mr. SANTOSH KUMAR AGRHARI Mr. ANUJ BHARDWAJ[H.O.D.] [Project In-charge]

Mr. Amit Jain[Project Guide ]


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ABSTRACT

Interactive Voice Response System (IVRS) is one of the most important

breaks through in the field of telecommunication. IVRS provide a voice

response to the customers and guide them to the information they require.

The customers can call up any institute such as banks, universities,

tourism industry and obtain any information by simply pressing certain

button on his telephone as per the guidance of the voice fed into the

computer.

IVRS is an electronic device through which information is

available related to any topic. IVRS is usually employed to know more

about the organizations and can be modified to respond to voice of the

customer for better response customer satisfaction. IVRS can be

employed in customer services there by improving its flexibility and

efficiency.

The IVRS system which will be designed will provide an ideal platform for the operation of start-ups and existing small concerns. It will be a highly economical and efficient way to replace the Dialogic card which is very costly and requires a high maintenance and regular upgradation.

The IVRS system which will be designed will consist of simplecomponents like microcontroller and some basic application chips interfaced to a PC which will have small software running in the backend while the other jobs are performed on the front end.


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ACKNOWLEDGEMENTS

We feel extremely satisfied presenting this project report entitled:-

“INTERACTIVE VOICE RESPONSE SYSTEM”

We would like to give our acknowledgements and sincere

vote of thanks to S K Agrahari (HOD, EIE Department) for giving his

precious time and sharing his valuable knowledge in guiding us through

this project.

We would also like to thank Mr. Anuj Bharadwaj(Sr. Lecturer, EIE

Department) for being patient and listening to our project and also giving

his thoughts which were implemented by us in the project.

We feel highly obliged to thank our project guide Mr. Amit Jain

( Lecturer, EIE Department) for giving us his precious time and guiding

us in every step in order to make the project a success.

Last but certainly not the least we would like to thank our Department Lab in

charges and fellow students who helped us a lot in getting all the components

ready in time for testing of the project.


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TABLE OF CONTENTS

CERTIFICATE…………………………………………………….2

ABSTRACT………………………………………………………...3

AKNOWLEDGEMENT…………………………………………...4

LIST OF FIGURES………………………………………………..8

LIST OF COMPONENTS………………………………………...9

1 INTRODUCTION……………….……………….……11

2 DESIGN FLOW OF HARDWARE AND SOFTWARE……………………….……………15

3 PICTURE OF THE PROJECT…………………….16

4 AIM OF THE PROJECT……………………………..……………….17

5 BRIEF HSTORY……………..………….…………………..…18

6 LITERATURE SURVEY/ TECHNOLOGICAL SURVEY…………………………………………….…21


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7 RECENT TRENDS & DEVELOPMENT IN THE FIELD………………………………………...………....24

8 PRINCIPLE OF IVRS…………………………………………….…...…..27

9 SEQUENCE FOLLOWED IN THE IVRS....……….29

10 GENERAL DESCRIPTION ABOUT TELEPHONY………….…………………………..….33

11 RING DETECTOR………………….……….....…….36

12 DTMF DECODER…………………………..……….45

13 MICROCONTROLLER(ATMEL 89C2051)…...….48

14 SERIAL COMMUNICATION INTERFACE......…52

15 RELAY………….……………………………….…..54

16 VOLTAGE CONVERTER………..…..……...…....56

17 ON/OFF HOOK SIMULATOR…………….......…58


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18 VOLTAGE REGULATOR 7805……………...……….59

19 AUDIO AMPLIFIER……………..…….…………..…..60

20 TRANSFORMER…………….………………......….….61

21 WORKING OF PROJECT ……………….….…….…..62

22 PROJECT PHASES..…….…….…….………..…...……64

23 TESTING…………..………………………...….……….68

24 USES………………………………..……..…….…….….73

25 ADVANTAGES…………………...……………………..75

26 DISADVANTAGES………………...……………..……..76

27 FUTURE ASPECTS………………..……….………..….78

28 INSIGHTIVR………………………...…..……...……….79

29 MICROCONTROLLER AT89C2051 ASSEMBLY LANGUAGE PROGRAM……………………...……….83

30 REAL WORLD APPLICATIONS…………...…………86

31 CONCLUSIONS…………….……………….…….……106

32 WEBSITES USED ………….………………………....…107


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LIST OF FIGURES

FIG NO.

FIG. NAME PAGE NO.

1 Block Diagram Of IVRS 30,31

2 Ring Detector Ckt. Diagram 373 Ring Detector Block Diagram 414 DTMF Decoder 455 Functional Block Diagram DTMF 44

6 DTMF Decoder IC 46

7 Microcontroller 89C2051 498 Serial Communication Interface 53

9 Relay 5510 Voltage Converter 5611 On/Off Hook Simulator 5812 Audio Amplifier 60

13 Project Phases 6414 Audio Interface To Computer 70

15 Insight IVR Network Topography 80


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LIST OF COMPONENTS

COMPONENTS USED

SPECIFICATIONS QTY.

Resistors2. 2K 10K 56K 100K 390K

14111

Capacitors 33pF(non electro) 0.01 F( no n electro) 0.1 F (non electro ) 0.47 F/250V 1 F/63V(electro) 10 F/63V( electro) 47 F/23V( electro) 1000 F/23V( electro)

21111521

Diode 1N4148 1

Zener Diode 20V, 500mA 2

Transistor BC547 1

Relay 12V/200 1

Crystal Oscillator KDS 11.05928MHz KDS 3.54832MHz

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Optoisolator MCT2E 1

DTMF Decoder CM8870 1


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RS232Driver/Receiver MAX232 1

Voltage Regulator LM7805 LM7812

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Transformer 12V 1

RS232 Connector DB9 (female) 1

Cable RS232 1

Connector Two-wire Two-wire Phone (female)

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IC Base 6 pin 16 pin 18 pin 20 pin

1111

PCB 1


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INTRODUCTION

IVRS is an important development in the field of interactive

communication which makes use of the most modern technology

available today. IVRS is a unique blend of both the communication field

and the software field, incorporating the best features of both these

streams of technology.

IVRS is an electronic device through which information is available

related to any topic about a particular organization with the help of

telephone lines anywhere in the world.

IVRS provides a friendly and faster self service alternative to speaking

with customer service agents. It finds a large scale use in enquiry systems

of railways, banks, universities, tourism, industry etc.

It is the easiest and most flexible mode of interactive communication

because pressing a few numbers on the telephone set provides the user

with a wide range of information on the topic desired. IVRS reduces the

cost of servicing customers.


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As TOFFLER says we are living in a THIRD WAVE SOCIETY i.e. an information era, and world of automation has geared a sudden momentum in our present times, and Interactive Voice Response System makes this information transfer more interactive to user or customer and is totally atomized.

IVRS has the capability to respond to the most frequently asked questions and to provide the information required by you. Information and services can be achieved through any touch-tone telephone.

IVRS is a unique blend of both the communication field and the software field, incorporating the best features of both these streams of technology.

All suchtelephones become, in effect, computer terminals for retrieval of information and service requests.

This capability greatly enhances any company's position, particularly with the advances in hand-phones and the inevitable growth of wireless communications for the general consumer.


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Functionality

Customer calls on a telephone number, the Voice System answers the call, greets the customer and prompts for instructions via spoken menu. In response to the caller's commands, database information may be retrieved or service requests executed.Responses to the caller are via pre-recorded digitized voice on computer.

Impact on Business

Increase customer service levelsExtend customer service hoursImprove information disseminationIncrease employee productivitySecure voice conveyed transactionsReduce operations cost

Industries Benefited

The Voice System has proved to be beneficial in the following industries: -Financial institutionGovernmentTransportationCivilDefenseStock MarketsInsurance Courier companies and many others


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INTRODUCTION

What can be done using an Inter voice System?

When connecting an Inter-voice system into telephone lines (either analog lines or digital T1/E1 trunks), the applications can handle either incoming or outgoing calls and then perform the following voice processing features:• DTMF or pulse tone input• Provides unlimited pre- recorded voice messages• Live recording of customer messages• Accesses or stores information to and from the back-end host, database or theInternet• Uses leading speech recognition technology to process either spoken words or full sentences

Who should use Inter voice?

Using Inter voice hardware and software, we have developed voice automation applications, A simple Voicemail system is different from an IVR in that it is person to person whereas an IVR is person to computer. IVR could ask if the caller wishes to hear, edit, forward or remove a message that was just recorded.IVR can:• Transfer the customer calls to the right people to handle• Provide the most updated product or service information• Record customer messages for follow up later• Perform automated transaction processing without human intervention.


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DESIGN FLOW OF HARDWARE AND SOFTWARE


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PICTURE OF THE PROJECT-


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What are interactive voice response (IVR) systems?

Interactive Voice Response (IVR) systems allow callers to interact with thecommunications system over the telephone. IVR is used to enable the caller to retrieve information from a database, enter information into a database, or both. IVR systems allow the user to efficiently exchange information, reducing clerical processing.

How It Works?

An IVR system talks to callers following a recorded script. It prompts a response to the caller and asks him to respond either verbally or by pressing a touchtone key, and supplies the caller with information based on responses made.

What are important features of IVR systems?

IVR system should store responses made by callers.Should be able to provide different responses to callers based on time of day called. Should be able to capture either touch-tone or voice responses by callers.

AIM OF THE PROJECT

We have decided to choose this topic “IVRS” because

• IVRS is a Acronym for Intelligent Voice Response System

• The system used is Intelligent for Interaction


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• Will consider the nature of the user, to provide the correct response.• And will provide the user with all sorts of related information for his concernSo we have decided it to implement this system for educational purpose i.e. marks enrolment

BRIEF HISTORY OF IVRS

CALL centres originated as a cost-cutting measure by US companies several decades ago, but they only really started to take off in the UK in the 1970s.

The initial centres were in-house operations in larger organizations and they tended to share and be formed by the same basic assumptions and drivers.

The idea was that if you could cluster the majority of telephone based contacts with the customer in a single department you could have people focused just on call-related services.

Several advantages would follow. First, as a coherent department focused on telephone services, such a ‘centre’ could be managed more coherently.

A second motive was that through careful management of the centre, you would inevitably get the benefit of having more calls handled by fewer people.

The faster the operator could complete a call, the more efficient andeffective the contact with the customer was deemed to be," he explains.Divide the number of calls by the number of operators, and you could see at a glance how ‘efficiently’ your centre was operating.


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The bigger the number, the better. The shorter the call duration and the shorter the time to resolution, the better.

Second, it led to a high turnover in staff as people became burned out by the pressure cooker atmosphere.

A third issue, which took rather longer for companies to grasp, was that agents were not being given the opportunity to learn very much about the customer, or to add much value to the customer’s relationship with the organization.

In fact in many instances an emphasis on keeping call times as brief as possible would actually cause the agent, at best, to sound impersonal and unsympathetic to the customer.

At worst the experience would be decidedly unsatisfactory and would possibly do lasting damage to the company’s brand and reputation in the customer’s eyes.

Morrell points out that call centres were given a huge boost in the UK in the 1980s when telecoms deregulation led to a fall in the price of fixed line calls. Channeling contact to the customer through the telephone became an even more cost effective option for companies.

Since the UK led the way in telecoms deregulation in Europe, this was a major factor in the UK having more call centre seats than any country with the exception of the US.

There were obvious problems with this approach. First, it led to a ‘sweat the agent’ attitude, since the pressure was on to set call centre agents


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more and more ‘stretching’ targets by way of calls per hour that they were supposed to complete.

We currently have in excess of 800,000 call centre places across the UK, and the number is projected to go beyond 1,000,000 within the next three years.

Colin Mackay, a Director of the industry body, the Call Centre Managers Association (CCMA), points out that pioneering centre set up by Direct Line and then by First Direct, proved how powerful these centres could be for financial services organizations.

"It meant that they could reach large numbers of the public without the requirement for sales people on the street," he said.

As Mackay notes, about 80% of the questions that people have about financial services products, from mortgages to loans and insurance, can be answered over the phone, without the need for a face-to-face meeting.

Operations such as Direct Line were able to demonstrate considerable cost savings and efficiencies over conventional financial services product distribution strategies.

Scotland and the north-east of England did very well out of the first two decades of call centre operations in the UK. As Mackay explains, call centre operators tended to favour regions outside the expensive south-east of England, where building premises were far cheaper, and where there was a reasonably well-educated potential work force.

The fact that the north-east of England and Scotland had seen a massive decline in their heavy industries meant that there was also competitive pressure for jobs, so wages were more competitive too, than down south.


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LITERATURE SURVEY/ TECHNOLOGICAL SURVEY

A Survey was carried by us was found that the system we are going to implement is not present in any of the college in “Pune University”

Literature related to our topic is as follows:

• Interactive voice technology developmentFor telecommunications applicationsA Speech and Acoustics Laboratory, NTT Human Intel face Laboratories, Japan• Efficient client–server based implementations of mobile speech recognition services

Technologies used-

DTMF signals (entered from the telephone keypad) and natural language speech recognition interpret the caller's response to voice prompts.Other technologies include the ability to speak complex and dynamic information such as an e-mail, news report or weather information using Text-To-Speech (TTS). TTS is computer generated synthesized speech that is no longer the robotic voice generally associated with computers. Real voices create the speech in tiny fragments that are spliced together (concatenated) before being played to the caller.

An IVR can be utilized in several different ways:

1. Equipment installed on the customer premise2. Equipment installed in the PSTN (Public Switched Telephone Network).3. Application service provider (ASP).4. Virtual Hosted IVR


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Many business applications employ this technology including telephone banking, order placement, caller identification and routing, balance inquiry, and airline ticket booking.

A simple Voicemail system is different from an IVR in that it is person to person whereas an IVR is person to computer. IVR Voice forms can be used to provide a more complex voicemail experience to the caller. For example, the IVR could ask if the caller wishes to hear, edit, forward or remove a message that was just recorded.

An Automatic Call Distributor (ACD) is often the first point of contact when calling many larger businesses. An ACD uses digital storage devices to play greetings or announcements, but typically routes a caller without prompting for input.

An IVR can play announcements and request an input from the caller. This information can be used to route the call to a particular skillset. (A skillset is a function applied to a group of callcenter agents with a particular skill)Interactive voice response can be used to front-end a call center operation by identifying the needs of the caller. Information can be obtained from the caller such as account numbers.

Answers to simple questions such as account balances or pre-recorded information can be provided without operator intervention. Account numbers from the IVR are often compared to caller ID data for security reasons and additional IVR responses are required if the caller ID data does not match the account record.


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The ability to use XML developed applications allows a Web server to act as an application server, freeing the developer to focus on the call flow.

It was widely believed that developers would no longer require specialized programming skills, however this has been proven to be misguided as IVR applications need to understand the human reaction to the application dialogue. This is the difference between a good user experience and IVR hell.

Higher level IVR development tools are available in recent years to further simplify the application development process.

A call flow diagram can be drawn with a GUI tool and the application code (VoiceXML or SALT) can be automatically generated. In addition, these tools normally provide extension mechanisms for software integration.

HTTP interface to web site and Java interface for connecting to a database.In telecommunications, an audio response unit (ARU) is a device that providessynthesized voice responses to touch-tone key presses (DTMF) by processing calls base on (a) the call-originator input, (b) information received from a database, and (c) information in the incoming call, such as the time of day.

ARUs increase the number of information calls handled and to provide consistent quality in information retrieval.


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RECENT TRENDS AND DEVELOPMENT IN THE FIELD

It has become more common in industries that have recently entered the telecom industry to refer to an Automated Attendant as an IVR. This means that when discussing an IVR application, it is important to ensure that the person you are talking to understand the term to mean the same thing as you do.

Generally-speaking, those with a traditional telecom background are more likely to refer to an Automated Attendant and IVR as separate things, whereas those from an Emerging Telephony or VoIP background are more likely to use the term IVR to define any kind of telephony menu, even the most basic Automated Attendant.

First IVR System / 1991

ITD successfully implemented the first interactive voice response systems inTurkey at Pamukbank*, Yapý Kredi Bank and Akbank.

First Digital IVR / 1992

ITD made the implementation of the first biggest digital IVR system in Turkey.

First National Switch Center (BKM) / 1993

ITD has important contributions at the formation of the first and only transaction switching system project of Turkey. The system is implemented jointly by BKM, Deluxe Data International and ITD. This EFT (Electronic Funds Transfer) switch provides ATM & POS sharing capabilities among member banks and serves as a critical link between

First Introduction of CTI Concept / 1994


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ITD introduced the first Computer Telephony Integration at Biliþim '94.ITD became the distributor of Genesys's Computer

First Speaker Independent Voice Recognition / 1995

ITD realized the first speaker independent

irst Internet Integrated Call Center / 1998

ITD began to work on the first internet integrated call center project at GarantiBank and successfully made the implementation in February '99.

First Speech Recognition System / 2000

ITD launched Turkey’s First Speech-Enabled Call Automation System in July2001 with Global Menkul Deðerler. Callers dial the main number, respond to various voice prompts using the Turkish language, and tell the system the company name

Interactive Voice Response (IVR) product, interactive technology that allows a computer to detect voice and keypad inputs. IVR technology is used extensively in telecommunications, but is also being introduced into automobile systems for hands-free operation.

Current deployment in automobiles revolves around satellite navigation, audio and mobile phone systems. In telecommunications, IVR allows customers to access a company’s database via a telephone touchtone keypad or by speech recognition, after which they can service their own enquiries by following the instructions.


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IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed.

IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. In telecommunications applications, such as customer support lines, IVR systems generally scale well to handle large call volumes.

It has become common in industries that have recently entered the telecom industry to refer to an Automated Attendant as an IVR. The terms Automated Attendant and IVR are distinct and mean different things to traditional telecom professionals, whereas emerging telephony and VoIP professionals often use the term IVR as a catch-all to signify any kind of telephony menu, even a basic automated attendant.

What are interactive voice response (IVR) systems?

Interactive Voice Response (IVR) systems allows callers to interact with your communications system over the telephone. IVR is used to enable the caller to retrieve information from a database, enter information into a database, or both. IVR systems allow you to efficiently exchange information, reducing clerical processing.


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How It Works?

An IVR system talks to callers following a recorded script. It prompts a response the caller to respond either verbally or by pressing a touchtone key, and supplies the caller with information based on responses made.

What are important features of IVR systems?

1. IVR system should store responses made by callers.2. Should be able to provide different responses to callers based on

time of day called.3. Should be able to capture either touch-tone or voice responses by

callers.

DETAILS OF TOPIC AND ANALYSIS

PRINCIPLE OF IVRS

Interactive voice response refers to technology supporting the interaction of customer with the service provider generally over the telephone lines.

When a person wants to access any of the services of the Interactive Voice Response System, he presses a number through his telephone keypad. The pressed number appears across the line and the ring detector circuit senses this ring.


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After a specified number of rings the relay is activated through the microcontroller, which in turn connects the line to DTMF decoder.

The activation of relay causes the number pressed to appear across the DTMF decoder.The decoder decodes the number pressed and then the decoder output is passed through the microcontroller to the computer.

Now, when the caller presses a number, the number pressed is decoded by the DTMF decoder and passed to the computer through the microcontroller using MAX232.

The computer recognizes the number and accesses the particular file from the database to output the voice message.

The output voice is passed through the voice card where the digitized serial data is converted into analog voice form and passed to the line. The caller gets the information through the line.

In the computer we get the signal from hardware circuit and provide a

voice response automation on the telephone line via sound card output.

Output from the sound card is connected to the audio-coupling

transformer and then signal is coupled on the telephone line


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SEQUENCE FOLLOWED IN THE IVRS SERVICE

• Caller dials the IVRS service number.

• The computer waits for a specified number of ringing tones at the end of which, the connection is established.

• The connection is established by lifting the handset of telephone base from ONHOOK condition.

• Now, a pre-recorded voice greets the caller conforming that the number dialled corresponding to the particular service.

• Next, the menu is presented to the caller again in the voice form, giving him the various options to choose from.

• If the information to be relayed back is confidential, then the system may even ask the dialler, to feed in a password number.

• The database is accordingly referenced and the necessary information is obtained.

• Next, the same information is put across to the user in voice.

• The caller generally given the option to :

a. Repeat whatever information was voiced to him.b. Repeat the choices.c. Break the call by restarting ON-HOOK condition


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BLOCK DIAGRAM OF IVRS


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CIRCIUT DIAGRAM:-


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GENERAL DESCRIPTION ABOUT TELEPHONY

Any telephone set will always be in any of the conditions mentioned below:

ON-HOOK

It is the state whenever telephone handset is placed on the cradle. During this state, the telephone line is open circuit with the exchange and the voltage of –48 V is available on each telephone line from the exchange.

OFF-HOOK

This is the state whenever telephone handset is displaced from the cradle. During this state the voltage level is between ± 5V to ± 12 V. The telephone OFF – HOOK resistance is typically 600 Ω .

SIGNALING TONES

• Dial tone:

This tone indicates that the exchange is ready to accept dialed digits from the subscriber. The subscriber should start dialing only after hearing the dial tone. Otherwise, initial dialed pulse may be missed by the exchange that may result in the call landing on the wrong number. The dialed tone is 33 Hz or 50 Hz or 400 Hz continuous tones.


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• Ring tone:

When the called party is obtained, the exchange sense out the ringing current to thetelephone set of the called party.

This ringing current has the familiar double ring pattern.Simultaneously, the exchange sends out the ringing tone to the calling subscriber, which has the pattern similar to that of ringing current, the two rings in the double ring pattern are separated by a time gap of 0.2s and two double rings patterns by a time gap of 2s.The burst has duration of 0.4s. The frequency of the ringing tone is 133 Hz or 400 Hz.

• Busy tone:

Busy tone is bursty 400 Hz signal with silence period in between. The burst and silence duration has the same value of 0.75s. A busy tone is sent out to the calling subscriber whenever the switching equipment or junction line is not available to put through the call or called subscriber line is engaged.

• Number unobtainable tone:

The number unobtainable tone is a continuous 400 Hz signal. This tone may be sent to the calling subscriber due to a variety of reasons. In some exchanges this tone is 400 Hz intermittent with 2.5s ON period and 0.5s OFF period.

In analog electronic exchange it is 400 Hz pattern with 0.5s ON period and 0.5s OFF period. In digital exchange it has 0.1s ON-OFF period at 400 Hz In the keypad ten keys of decimal digits are used to call required number. The touch-tone telephone produces decade or DTMF signals for DTMF type. The keypad produces twotone sinusoidal outputs.


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Rows and columns determine the frequency. This keypad is working with different frequencies but only two frequencies are transmitted at a time. Sothe signal coming from this type of telephone is called Dual Tone Multi Frequency (DTMF).

TELEPHONE INTERFACE SECTION

It consists of following subsections:

Ring Detector Section

Ring detector circuit does the function of detecting the ring activating signals and then counts the number of rings.

Ring activating signals

This is send by telephone exchange to the subscriber. This signal causes an audio tone in the subscriber’s telephone set. This ring tone is an alarming signal, which diverts the attention of the subscriber towards the instrument. The ring signal produced at the central office is composed of a 10v ac, 400Hz signal that is always present on the telephone line with the handset in ON-HOOK position.

The ring-activating signal is |ON for 0.2 sec and the subscriber can hear the sound of ring in that duration of time. For next 0.4 sec the ring-activating signal goes OFF. Now the subscriber can’t hear the sound. Again this repeats for six times with the pause of 2 sec.Thus the subscriber hears six rings.697Hz770Hz852Hz941Hz


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FEATURES OF PROJECT

1) Ring detection circuit.2) Optoisolator for interfacing telephone line with microcontroller.3) DTMF decoder to decode number pressed on phone.4) Microcontroller –heart of project used for serial interfacing with PC and toautomate the telephone pick up process.5) MAX232 driver/receiver for RS232 cable6) Interactive Voice Response System Software in Visual Basic.

R ing Detector: -

Ring Signal

When the central office want to make your telephone ring it will send an AC ringing voltage to the line which will ring the bell in your telephone. Most of the world uses frequencies in 20..40 Hz range and voltage in 40..150 volts range.

When your telephone is in on-hook state the "TIP" is at about 0v, while "RING" is about -48v with respect to earth ground.

When you go off hook, and current is drawn, TIP goes negative and RING goes positive (I mean less negative). A typical off hook condition is TIP at about -20v and ring at about -28v. This means that there is about 8V voltage between the wires going to telephone in normal operation condition.


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The DC-resistance of typical telephone equipment is in 200-300 ohm range and current flowing through the telephone is in 20-50 mA range.

Circuit: -


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The ringing circuit used by us is same as used in modems.

The ring circuit must pass the ring signal information to microcontroller and also provide electrical isolation between telephone line and microcontroller. This ring detection is done using one optoisolator circuit.

The optoisolator output can be easily connected digital electronics (microprocessor), but the optoisolator input side needs more electronics: one capacitor for not letting DC to pass through optoisolator, one resistor to limit the current passing through optoisolator diode and one reverse connected diode in parallel with optoisolator diode to prevent negative voltages from damaging the diode.

This is the basic ring detection circuit.We have also used two zener diodes (usually 10-20V) to make sure that the ring detection circuit does not detect too small AC signals in the line as ring signal. In the picture below you see a very typical ring detector circuit used by us.


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Ring Information to microcontroller: -

Now after ring has been detected the microcontroller need to be informed to do required task:

Picking up phoneSending signal to PC that call has been made for IVR.

For this some components are added to above ring detection circuit. In this the collector pin of optoisolator is connected to +5V supply through a 10K resistor and emitter is grounded. The collector terminal is also connected to microcontroller pin no 16.

The ring detector is connected directly to the telephone line

through the relay which is controlled by microcontroller (8751). The

function of the ring detector is to detect if the telephone is ringing or not.

The ring detector consists of op-amp LM 311 which acts as a

comparator to convert 98 V (rms, 130 Vpp) ring signal to –5V (low level)

step signal for the microcontroller’s INTO pin.

The output of the comparator goes high when the operator picks up the

telephone provided along with the IVRS. The presence of the ring

detector output for 5 sec enables the micro controller to switch the relay

to the dual tone multi frequency (DTMF 8870).


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The capacitor C1 blocks incoming DC and resistors RA and RB are the

voltage dividers to reduce the incoming voltage of 13VPP to 15V. Diode

D passes only the positive half of the sine wave during which C2 gets

charged to maximum value and acts as the DC value for the input signal

which triggers the comparator.

This charge does not get discharged easily due to high resistance R3, R4

and R5 are used as voltage dividers to provide reference voltage of 2.5V

to pin 2 of LM IC.

When the called party is obtained, the exchange sense out the ringing current to the telephone set of the called party.

This ringing current has the familiar double ring pattern.Simultaneously, the exchange sends out the ringing tone to the calling subscriber, which has the pattern similar to that of ringing current.

The two rings in the double ring pattern are separated by a time gap of 0.2s and two double rings patterns by a time gap of 2s.The burst has duration of 0.4s. The frequency of the ringing tone is 133 Hz or 400 Hz.


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DTMF Decoder: -

To decode the signal from tone generated by number we have used DTMF decoder IC,MT8870/CM8870 that provide the BCD equivalent of that number as shown in tableWe are using DTMF decoder in the following configuration:


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FUNCTIONAL BLOCK DIAGRAM

Every time when DTMF registers the number the StD pin which is initially at low goes high remains for few millisecond and then again goes low which depends on the time constant set in circuit by value of R2*C7 combination used in DTMF configuration atDTMF pin 16 and 17 which forms the steering circuit.

In R3 and R4 sets the gain ratio of 10:1 and C9 blocks the DC component on telephone line to avoid any false detection.

Isolation Transformer

The simplest and the most common way to do the isolation is by using audio transformer which is a 1:1 isolation transformer.

Voice Card

It is the output device of the project.The caller will get to hear the information through the voice card.

Any number pressed on the telephone in form tone, it is combination of two frequencies (low and high) which are separated by filters and then according to the following block diagram DTMF decodes the number pressed.


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DTMF DECODER 8870

The DTMF (Dual Tone Multi Frequency) decoder is a specific

IC which performs the function of converting the DTMF frequency tones

into BCD codes.

These BCD codes are fed to the microcontroller to process the data and

take necessary action. DTMF decoder 8870 IC has an external crystal

oscillator to generate the clock signal, the pins to detect the presence of

DTMF tone at its inputs and pins to transmit the BCD codes to the

microcontroller.

These frequencies are compared with the Vref at the IN+ pin. This

comparator pin output is then filtered and fed to the digital detection

algorithm within the IC.

It then passes to the code converter where it is converted into 4 BCD

codes.

Its features are:-

• Complete DTMF Receiver• Low power consumption• Internal gain setting amplifier• Adjustable guard time• Central office quality• Power-down mode


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The input signal from the telephone line is fed to the IN-pin of

the DTMF after blocking all the DC in the line. These frequencies are

compared with the Vref at the IN+ pin.

This comparator pin output is then filtered and fed to the digital

detection algorithm within the IC. It then passes to the code converter

where it is converted into 4 BCD codes.

The resistors R1 and R2 determine the gain of the differential amplifier

incorporated in the IC.


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MICROCONTROLLER 89C2051: -

Following task are done by microcontroller in our hardware:

1 As power is switched on microcontroller is reset and sets the Mode and the baud rate required for serial communication with PC.

2 Monitors ring detector circuit. When ring detector circuit gives low signal to μC it picks up the phone by applying high signal to ON/OFF hook simulator.

3 Microcontroller now informs the PC that call has been made by sending character ‘A’ to the PC to activate IVRS software. Now μC checks the StD pin status of DTMF decoder.

When StD is at logic high level means that a number has beenregistered. So microcontroller reads it, and transmit that number hex equivalent in binary format to PC through TxD pin (serial communication).

4 Whenever the user press hash key (#) on telephone pad, then call is to beterminated or if user does not press any number for 70 sec then also call is to beterminated.

Microcontroller sends a low signal to ON/OFF hook switch simulator toterminate the call.

Then simultaneously sends ‘B’ to the PC to convey the information thatcall has been terminated, now software has to be ready for next call.In our hardware microcontroller module circuit is as shown below:


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MICRO CONTROLLER

THE ROLE OF MICRO CONTROLLER

The 8751 is the heart of the IVRS system. It controls the

operation of various parts of the IVRS system. When a telephone call is

detected by the ring detector, the micro controller switches the relay to

the DTMF and sends a signal to the PC via RS 232 to run the wave file

welcoming the user to the IVRS.

The number given by the user is decoded by the DTMF IC and is stored

in the memory of the microcontroller.

The code stored in the microcontroller is send to the serial port. If any

hardware failure occurs, it is the microcontroller which is taking

necessary measures. The IVRS system makes use of a stand by computer

so as to working 24hrs a day for customer satisfaction.

In these cases the microcontroller switches from the first computer to the

second.


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THE BASIC FEATURES

A microcontroller is meant to read data, perform limited

calculations on the data and control its environment based on those

calculations.

The microcontroller consists of an 8-bit CPU in addition to RAM of 128

bytes, ROM, parallel I/0, serial I/0, counters, clock circuits etc, the

EEPROM has a memory of 0 to 4kb.

There are four register banks with 8 registers each. The control registers

used are TCON, TMOD, SCON, PCON, IP and IE. The program counter

is 16 bit while the status word and stack pointer is 8 bit. The 8751 has 4

parallel I/0 ports.

Hence the dual ports of these may be used as general I/O digital lines.A

system clock generator using an external crystal and two external

capacitors provide the required clock for the microcontroller.

There are 5 INTERRUPT sources used by 8751 and each can be listed

under any of the priority levels. The 5 interrupts are listed below.


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Source Description

INTO

Timer O

INT I

Timer I

Serial Prot

Internal Request from P3.2 pin

Overflow interrupts from timer O

activated by flag TFO.

External request from P3.3pin

Overflow interrupts from timer I

Completion of transmission and

reception of one serial frame activates

TI and RI

SERIAL COMMUNICATION INTERFACE

The main purpose of the RS 232 IC is to act as a serial interface

between the microcontroller and the PC. It provides the voltage

compatibility between the TxD and RxD pins of the microcontroller and

the serial port of the PC.

The voltage level of the TxD and RxD pins of the serial port of the PC

are 12V. The RS 232 IC there fore provides compatibility required to

interface the computer and the microcontroller.


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• Dual driver/receiver that includes capacitive voltage generator to supply 232voltage levels from single 5V supply.• Each receiver converts 232 inputs to 5V TTL/CMOS levels.• Each driver converts TTL/CMOS input levels into 232 levels.


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RELAY

The relay switch is used in IVRS to switch between the ring detector

circuits and the DTMF decoder circuit.

The relay connects the telephone to the ring detector when the call is not

processed by the microcontroller.

On receiving a high signal from the microcontroller, the relay switches

to the DTMF. Transistor BC 548 is used to drive the relay by providing

the required current.

Relay is used as a switch to provide the connection between the telephone line and the voice card as well as the DTMF decoder.


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VOLTAGE CONVERTER: -

Voltage Converter is nothing else but +5V multichannel Driver/ Receiver IC – MAX232. In RS232, a '1' is represented by -3 to –25V,while a ‘0’ bits is +3 to +25 V.

For this reason, to connect any RS232 to a μC system we must use voltage converters Such as MAX232 to convert the TTL logic level to the RS232 voltage levels.

We need line driver (Voltage Converter) to convert the RS232’s signals to TTL voltage level that will be acceptable to the μC TxD and RxD pins.

So for efficient transmission the +5v is need to be converted to the required level needed for transmission through RS232 cable (-10V and +10V), which achieved by connecting capacitor as specified by MAX 2232 datasheet shown below:

APPLICATIONS-

Portable ComputersLow-Power ModemsInterface TranslationBattery-Powered RS-232 SystemsMultidrop RS-232 Networks


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ON/OFF Hook Simulator:

When Logic low signal is obtained at μC pin 16, microcontroller put high signal at pin no 19, which switch on the relay through transistor. The relay output terminals are connected to the pins of Hook Switch, which get shorted when we pick phone.


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VOLAGE REGULATOR

Voltage regulator ICs are available with fixed (typically 5, 12 and 15V)

or variable output voltages. The maximum current they can pass also

rates them. Negative voltage regulators are available, mainly for use in

dual supplies. Most regulators include some automatic protection from

excessive current (over load protection) and overheating (thermal

protection).

LM 7805 VOLTAGE REGULATOR

DESCRIPTION

These voltage regulators are monolithic circuit integrated circuit designed

as fixed voltage regulators for a wide variety of applications including

local, on card regulation. These regulators employ internal current

limiting, thermal shutdown, and safe-area compensation.

FEATURES

• Output current in Excess of 1.0 A

• No external component required

• Internal thermal overload protection

• Internal short circuit current limiting


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AUDIO AMPLIFIER

The audio amplifier, TDA 2006 can amplify the output of the PCs sound card 12W thereby making the PC output audible on the telephone line. In addition the audio amplifier acts as a buffer between the telephone line and the sound card thereby protecting the sound card from the high voltage present on the telephone line.


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TRANSFORMER

Transformer is a major class of coils having two or more windings

usually wrapped around a common core made from laminated iron sheets.

It has two cols named primary and secondary. If the current flowing

through primary is fluctuating, then a current will be inducted into the

secondary winding. A steady current will not be transferred from one coil

to other coil.

Basic Transformer

Transformers are of two types:

1. Step up transformer

2. Step down transformer

In the power supply we use step down transformer. We apply 220V AC

on the primary of step down transformer. This transformer step down this

voltages to 6V AC. We Give 6V AC to rectifier circuit, which convert it

to 5V DC.


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WORKING OF THE PROJECT

• When the telephone is in the idle condition, the voltage will be -48V.

• When the ringing occurs, it will be 125V peak to peak AC signal superimposed on - 48V.

• The opto isolator is used to isolate the microcontroller from high voltage AC signals and it consists of GaAs infrared emitting diode optically coupled to a monolithic silicon phototransistor.

• The microcontroller will detect the ring through the port 1.5 and it will count the number of rings.

• After a fixed number of rings, the microcontroller will send a signal to the relay and then the automatic off-hooking of the telephone takes place. At the same time, microcontroller will transmit ‘#’ to the computer which is an indication to play then ‘Welcome’ message.

• The relay used is DPDT type and after automatic off-hooking takes place, the relay connects the telephone lines to the decoder IC 8870 and isolation transformer.

• The transformer used is a line transformer used to isolate voice card from high voltages.


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• As the telephone lines are connected to the voice card, the caller gets to hear the stored messages and asks the caller to enter the roll number of the student whose result is to be known.

After the caller dials the roll number from the touch tone keypad of his telephone, that number will be decoded by the decoder IC 8870 and the decoded information will be sent to the computer via the microcontroller.

• Computer on receiving the decoded information will check the database to access the result of the student whose roll number is entered.

• Then the computer will send the desired information to the voice card and the caller will get to hear the result of the student on his telephone through the voice


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Hardware

1. Basic Microcontroller based Hardware

_ To interface Telephone line

_ To provide various control signals_ Give commands serially to PC


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2. Telephone Line Interfacing Circuit

_ Ring Detection Circuit

_ Protection Circuit

3. DTMF Decoder Circuit

_ To detect DTMF Pulses on telephone line

4. Audio Amplifier (optional)

_ to drive PC Sound Card audio output

Software

1. Basic Application Software: for Microcontroller (Using Keil Compiler)_ I/O Port functionality

_ DTMF Decoder 8870 Driver

_ Serial Communication Driver

_ Real Time Application Support

2. PC Side: Win32 Application Software (Using Visual Basic)

_ Student Database

_ Audio Output Support

_ Serial Communication Driver


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SOFTWARE TO BE USED:

• Visual Basic 6.0• MS –Access 2003

ADVANTAGES OF USING VISUAL BASIC 6.0• Office/VSTO development.

The Office object model was created with optional parameters, a feature of VBA, in mind and makes heavy use of it. As Visual Basic supports this it has an advantage over C#• COM inter-op with older applications.And in this case I am specifically referring to COM interop without a complete type library, something common in VB6 or Visual FoxPro. This is where Option Explicit Off is a great helper and time saver.

ADVANTAGES USING MS-ACCESS 2003

Although there is always overlap, the following rules might help when deciding when or when not to use MS Access:

• MS Access is best used for long-term data storage and/or data sharing.

• MS Excel is best used for minor data collection, manipulation, and especially


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Visualization.

• SPSS is best used for minor data collection and especially data analysis.

• It is easy to export data from MS Access to Excel SPSS

• Cheap, readily available (packaged with MS-Office Premium).

• Easy to use (relative to other systems –Oracle may require one FTE to maintainthe server as a database administrator and another FTE to serve as an applicationdeveloper).


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TESTING

We have worked over our project in different modules. During testing we encountered many problems and debugging of those is discussed in this section.

1. Ring Detector Module : -

We have designed a stand-alone circuit shown in FIGURE to test the output o f the Opto isolator I C. The following observations were made: -Output voltage at collector Pin of MCT2E

+5.0V when No Ring Signal.

+ 3.2V when Ring Signal at Line.

2. H ook Switch Testing : -

We de-so ldered the Hook Switch o f the telephone PCB to know how it is switching from On to Off state or vice versa. Ho ok Switch works in following manner: -


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3. DTMF Decoder Testing : -

We connected the LED’s at DTMF output pins Q3-Q0 and at StD pin. Whenever any key is pressed o n keypad than the corresponding LED’s glow at pins Q3-Q1 and LED connected to StD pin change from low to high and then to low, the transition is very fast but visible.


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Audio Interface form Computer to Telephone line : -

To send the voice data from PC over Telephone linewe use the direct coupling.If we connect audio output directly to Mic wires of the handset Voice level is attenuated, noiseless.If we connect audio output directly to speaker wires of handset Voice level is better than first.If we connect audio output directly to the main telephone line Voice level is better than both.Whose circuit configuration is as shown: -


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DEBUGGING

Problem1: -

The DTMF stops responding whenever we connect any pin of the serial portof PC is connected through RS232 cable to our circuit.

Solution: -

First we assume that the voltage at serial port is interfering in the circuit but when we connect only ground pin to the circuit than also it stops responding.

We think that this problem is due to unavailability of the proper earthing then we check the circuit in college where the earthing is proper but problem remain unchanged.

Now we think that the MAX232 driver is creating the problem in DTMF part than we remove the DTMF part from the circuit and check the serial data received on serial watcher. The RS232 port is not creating any problem.

By isolation method of testing and referring the datasheet of DTMF we change the Input components of DTMF as shown in fig.


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Example Usage

A caller dials a telephone number that is answered by an IVR system.The IVR system executes an application which is tied to the number dialled (DNIS Dialed number information service).

As part of the application, prerecorded audio files or dynamically generated Text to Speech (TTS) audio explain the options available to the caller.

The caller is given the choice to select options using DTMF tones or spoken word. Speech recognition is normally used to carryout more complex transactions and simplifies the application menu structure.

Typical Uses

_ IVR systems are typically used to service high call volumes, reduce cost and improve the customer experience. Examples of typical IVR applications are, telephone banking, televoting, and credit card transactions.

Large companies use IVR services to extend the business hours of operation. The use of the VUI (Voice User Interface) is designed to match the customer experience of the web interface. Companies have realised that access to voice services is impulsive and readily available. This is down to the high penetration of mobile phones.

Call centers use IVR systems to indentify and segment callers. The ability to indentify customers allows the ability to tailor services according to the customer profile. It also allows the option of choosing automated services.


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Information can be fed to the caller allowing choices such as, wait in the queue, choose an automated service, or request a callback. (At a suitable time and telephone number) .

The use of CTI(Computer Telephone Integration) will allow the IVR system to look up the CLI (Calling Line ID) on a network database and indentify the caller. This is currently accurate for about 80% of inbound calls, but will increase as mobile phones become more popular.

In the cases where CLI is witheld or unavailable, the caller can beasked to indentify themselves by other methods such as a pin number or password.

These are used in many hospitals and large business to reduce the caller waiting time.

Entertainment and information. The largest installed IVR platforms are used forapplications such as voting in TV game shows such as American Idol, X Factor, Big Brother, etc., which can generate enormous call spikes.

IVRs have also been widely used to take orders for mobile content, such as ringtones and logos, weather forecasts, crossword answers, and the whole spectrum of adult entertainment._ Anonymous Access.

IVR systems also allow callers to obtain data relatively anonymously. Hospitals and Clinics have used IVR systems to allow callers to receive anonymous access to test results.

The caller will respond to questions in their preferred language and their responses will be logged into a database and possibly recorded at the same time to confirm authencity. Applications include patient randomization and drug supply management.


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ADVANTAGES AND DISADVANTAGES OF USING IVR SYSTEMS

ADVANTAGES

The biggest advantage of IVR for small and large organizations is to save time and money. Answering phone calls takes a lot of time, and not every phone call deserves the attention of a trained employee.

IVR systems can take care of most of the frequentlyasked questions that an organization receives (office hours, directions, phone directory, common tech support questions, et cetera) and allow customer service reps, salesmen and tech support specialists to concentrate on the harder stuff.

If a large company is able to shave even a second off the average length of each phone call with a live operator, it can save them hundreds of thousands or even millions of dollars a year [source: Human Factors International].

IVR systems have the advantage of making callers and customersfeel like they're being attended to, even if it's just by a machine. If you have a simple question, it's better to get a quick answer from a computerized operator than to wait ten minutes on hold before talking to a human being.Another advantage is that IVR systems don't sleep.

They don't take lunch breaks. They don't go on vacations to the Bahamas.

An IVR system can be available 24 hours a day to field questions and help customers with simple tasks.

An IVR system can make a small company look bigger. Some IVR hosting plans even set you up with an 800 number tolook more official.


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Subscription IVR hosting plans make it easier for businesses andorganizations to use these automated phone services.

This is a big advantage of days past, when only large companies with big telecommunications and computingbudgets could afford the hardware, software and staff to run in-house IVR systems.

DISADVANTAGES

The greatest disadvantage of IVR systems is that many people simply dislike talking to machines. Older adults may have a hard time following telephone menus and lengthy instructions. And younger callers get frustrated with the slowness of multiple phone menus.

APPLICATIONS

8.1 BANKING & FINANCE

Technological innovations have brought about not just new types of electronic money, but also new bank-customer relationships. These relationships are fuelling the demand for more and more innovative banking services such as:

• Call Center with Customer Relationship Management Software• Credit Card Activation System• Credit Card Authorization• Forex Enquiry by Speech Recognition• Stock Quote By Speech Recognition


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• Telephone Banking System• Telephone Loan Approval• Trade & Account Inquiry Service• Voice Recording System

EDUCATION

Apart from providing an environment for learning, educational establishments are now improving their quality of service, offering a better level of support to both students and to the public through:

• Enquiry Hotline• Library Book Renewal• Student Registration System• Student Result Declaration System

GOVERNMENT

In order to improve the efficiency of information accessibility, many government departments such as the Labour Department, the Education Department, the Immigration Department, the Inland Revenue and the Department of Health, have already implemented IVRS systems to provide hotline services.

TELECOMMUNICATIONS

In this highly competitive industry, we can help telecom service providers (wire line or wireless) to develop infrastructure and add value to their services through:

• Prepaid RoamingHINDUSTAN COLLEGE OF SCIENCE AND TECHNOLOGY

ELECTRONICS & INSTRUMENTATION ENGINEERING DEPARTMENT

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• Postpaid Calling Card, Prepaid Calling Card, and Wireless Prepaid (or MobilePrepaid)• Mobile Number Portability• Number Change Announcement• Fax Stored-And-Forward Service• Signaling Protocol Converters• Telecom Call Center

FUTURE ASPECTS

In future, the concept of Interactive Voice Response System can be used in various transport departments like Bus transport, Metro rail, Railways and Airports as the transport companies not only need to be fast and responsive, but also need to provide customers with an easily accessible information system providing:

• Information Enquiry• Schedule Enquiry• SISR Information Enquiry• Teleticketing System

So, in near future, all the information regarding routes, timings etc. will be known through the Interactive Voice Response System.

Also, this concept may be implemented in Cinema halls and Multiplexes where the caller will get to know the timings of his favourite movies as well as he can book his tickets through this system.


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What is Insight IVR?

Insight IVR is a powerful software that allows companies to turn their vision of an interactive call flow into reality. The software consists of two main parts:

- The Call Handling Engine - The Application Generator

Insight IVR is built on a software platform that has been developed over the last 20 years. The product has been proven around the world to be flexible, robust, and reliable.

Insight IVR provides voice messaging capabilities whereby callers can access the IVR system, leave messages, retrieve messages, and review messages.

IVR also enables customer prioritisation. In a system whereby individual customers may have a different status, for example, a bronze, gold or platinum card holder, the service will automatically prioritise the individuals call and, in the case of a platinum card holder, move them to the front of the calling queue.

Each message is individually dated and time stamped and kept in the order they were received.

There is no limit to how long a message can be, and as soon as the message is left, it is available for your IVR application to access.

• Eliminates the need to record prompts• Allows for quick, on-the-fly changes to a script• High-quality, Professional Sounding Voice


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The diagram above depicts Insight’s typical network topography. The IVR system is connected to a telephone network through which it can send and receive calls. Since Insight now supports direct VoIP connectivity, your system can also be stationed anywhere with an Internet connection. For example, a call originating from India can terminate directly via IP to an IVR Server in the United States.

THE CALL HANDLING ENGINE

• Handles both TDM and VoIP without the need for a gateway• Handles up to 4 million calls per day on a single system• “Pay as you grow” allows you to start with 4 ports and scale up to

480 ports as your business grows• Handles up to 100 different applications on a single system• Every Call is Answered Immediately• Port settings can be changed on the fly• On-screen Call statistics• Remote Diagnostics and support

THE APPLICATION GENERATOR

System Features

• Text to Speech• Speech Recognition• Touch Tone Detection• Database Interaction• Voice Messaging• Call Transferring• Voice To Email

• Fax To Email HINDUSTAN COLLEGE OF SCIENCE AND TECHNOLOGY


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• Email• Read/Write Text File• Launch Program

Some Industries that Use Insight IVR

• Information Provider Company

• Human Resources Department

• Help Desk Applications

• Cable TV Company

• Retail Business

• Order Entry Applications

• Insurance Company

• Healthcare Industry

• Telecommunication Companies

• Transportation Industry

• Utility Companies

• Schools, Colleges & Universities

• Financial Institutions

• Financial Services Company


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MICROCONTROLLER AT89C2051 ASSEMBLY LANGUAGE PROGRAM

#include<reg52.h>

STD EQU P1.3 ;Q3 EQU P1.2Q2 EQU P1.1Q1 EQU P1.0Q0 EQU P3.7RELAY EQU P1.7RING EQU P1.4ORG 20H ; DTMF: DB 1D0 BIT DTMF.0D1 BIT DTMF.1D2 BIT DTMF.2D3 BIT DTMF.3ORG 0000H MOV SP,#60HMOV PSW,#00HCLR RELAYMOV TMOD,#20HMOV TH1,#0FDHMOV SCON,#50HSETB TR1MAIN: SETB STDSETB RINGJB RING,$ ; AJMP PICK_PHONEPICK_PHONE:CALL DELAYS ;MOV R2,#0AHTP3: MOV R0,#0FFHTP2: MOV R1,#0FFHTP1: JNB RING,INFORM


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DJNZ R1,TP1DJNZ R0,TP2DJNZ R2,TP3AJMP DISCONNINFORM: SETB RELAY ;

CALL DELAYMOV A,#'A' ;TASK: CALL TRANSSETB STDMOV R2,#0FFHTA3: MOV R0,#0FFHTA2: MOV R1,#0FFHTA1: JB STD,TASK1DJNZ R1,TA1DJNZ R0,TA2DJNZ R2,TA3AJMP DISCONNTASK1: CALL READMOV A,DTMFCJNE A,#0CH,CHECK1AJMP DISCONNCHECK1: CJNE A,#0AH,CHECK2MOV A,#30HAJMP TASKCHECK2: CJNE A,#0BH,CHECK3MOV A,#40HAJMP TASKCHECK3: ADD A,#30HAJMP TASKTRANS:MOV SBUF,AJNB TI,$CLR TIRETDELAYS:MOV R2,#0AHEP3: MOV R0,#0FFH


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EP2: MOV R1,#0FFHEP1: NOPDJNZ R1,EP1DJNZ R0,EP2DJNZ R2,EP3RETDISCONN: MOV A,#'B'CALL TRANSCLR RELAYCALL DELAYCALL DELAYAJMP MAIN

READ: MOV DTMF,#00HSETB Q0SETB Q1SETB Q2SETB Q3JNB Q0,VB1SETB D0VB1: JNB Q1,VB2SETB D1VB2: JNB Q2,VB3SETB D2VB3: JNB Q3,VB4SETB D3VB4: JB STD,$RETDELAY:MOV R0,#0FFHREP2: MOV R1,#0FFHREP1: NOPDJNZ R1,REP1DJNZ R0,REP2RETEND


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Real World Applications

• Quiz• Music Messaging• Speech Recognition Debit Card Platform• Zee Business Baazigar • Voice Messaging• Automatic Payment Reminder• Virtual Calling Card• Customer Service• Polling


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Quiz

A Quiz game show was required based on the concept of famous television game show “WHO WANTS TO BE MILLIONAIRE” for PSTN Network.The Insight Solution The caller calls into a specified “quiz” number. Caller is asked different questions one by one.

Then the caller is informed of his score (achieved from correct answers) at the end of each call, along with his cumulative score over a period.

The aim of the quiz is to reward the caller who gets most questions right. The quiz contains questions on topics like Movies, Sports and General Knowledge.

The questions are of varying toughness. Points are awarded to customers according to the difficulty level of the question


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Typical uses

IVR systems are typically used to service high call volumes, reduce cost and improve the customer experience. Examples of typical IVR applications are: telephone banking, televoting, and credit card transactions. Large companies use IVR services to extend the business hours of operation.

Call centers use IVR systems to identify and segment callers.

The ability to identify customers allows the ability to tailor services according to the customer profile.

It also allows the option of choosing automated services. Information can be fed to the caller allowing choices such as: wait in the queue, choose an automated service, or request a callback (at a suitable time and telephone number).

The use of computer telephony integration (CTI) will allow the IVR system to look up the caller line identification (CLI) on a network database and identify the caller.

This is currently accurate for about 80% of inbound calls. In the cases where CLI is withheld or unavailable, the caller can be asked to identify themselves by other methods such as a PIN or password.

The use of DNIS will ensure that the correct application and language is executed by the IVR system.

CTI allows a contact center or organisation to gather information about the caller as a means of directing their inquiry to an appropriate agent.


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CTI can also extract important or relevant information about the individual customer from the database, making for a more effective and efficient service.

The use of IVR and voice automation enables a company to improve its customer service and lower its costs, due to the fact that callers’ queries can be resolved without the cost of a live agent who, in turn, can be directed to deal with specific areas of the service.

If the caller does not find the information they need, or require further assistance, the call is then transferred to an agent who can deal with them directly through CTI integration.

This makes for a more efficient system in which agents have more time to deal with complex interactions, for example, customer retention, up selling, cross selling and issue resolution.

This way, the customer is more likely to be satisfied with a personalised service and the interaction is likely to be more fulfilling and rewarding for the agent, as opposed to dealing with basic enquiries that require yes/no responses, such as obtaining customer details.

Employee satisfaction is important in the telecommunications industry due to the fast turnover of staff, IVR is therefore one way of retaining a workforce and allowing them to do a more effective job.

IVR also enables customer prioritisation. In a system whereby individual customers may have a different status.

for example, a bronze, gold or platinum card holder, the service will automatically prioritise the individuals call and, in the case of a platinum card holder, move them to the front of the calling queue.


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Voice-Activated Dialers

(VAD) Voice-activated IVR systems are now used to replace the switchboard or PABX (Private Automatic Branch eXchange) operators and are used in many hospitals and large businesses to reduce the caller waiting time.

An additional function is the ability to allow external callers to page hospital staff and transfer the inbound call to the paged person.

Entertainment and Information

The largest installed IVR platforms are used for applications such as tele-voting on TV game shows such as Pop Idol and Big Brother which can generate enormous call spikes.

Often the network provider will have to deploy Call gapping in the Public network to prevent Network overload.

The following are some of the more common uses of an IVR:

• Mobile (Pay as you go Top up)

• Telephone Banking (Balance, payments, and transfers)

• Mobile Purchases (particularly for mobile content, such as ringtones and logos)

• Caller identification and routing

• Order Placements (Credit Card Payments)


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• Airline (Ticket booking, Flight arrivals, Flight departures, Checkin)

• Adult entertainment (Dating, Chat line etc)

• Weather forecasts

Anonymous Access

IVR systems also allow callers to obtain data relatively anonymously. Hospitals and Clinics have used IVR systems to allow callers to receive anonymous access to test results.

This is information that could easily be handled by a person but the IVR system is used to preserve privacy and avoid potential embarrassment of sensitive information or test results. Users are given a passcode to access their results.

Clinical Trials

IVR systems are used by pharmaceutical companies and contract research organizations to conduct clinical trials and manage the large volumes of data generated.

The caller will respond to questions in their preferred language and their responses will be logged into a database and possibly recorded at the same time to confirm authenticity.

Applications include patient randomization and drug supply management.

Outbound Calling


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IVR systems can be used for outbound calls, as IVR systems are more intelligent than Dialler systems, they can recognise different line conditions.

• RNA Ring No Answer

• Answered by Voicemail or Answering machine (In this circumstances they can leave a message)

• Fax Tone (IVR can leave a Fax Message based upon a TIFF Image)

• Answer (IVR can tell the customer who is calling and ask them to wait for an agent)

• Recognise Divert messages and abandon call.

IVR uses Call Progress Detection to monitor Line conditions, and report to the IVR Database.

Technologies Used

DTMF signals (entered from the telephone keypad) and natural language speech recognition interpret the caller's response to voice prompts.

Other technologies include the ability to speak complex and dynamic information such as an e-mail, news report or weather information using Text-To-Speech (TTS).

TTS is computer generated synthesized speech that is no longer the robotic voice generally associated with computers

Real voices create the speech in tiny fragments that are spliced together (concatenated) before being played to the caller.

An IVR can be utilized in several different ways:HINDUSTAN COLLEGE OF SCIENCE AND TECHNOLOGY


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1. Equipment installed on the customer premise

2. Equipment installed in the PSTN (Public Switched Telephone Network)

3. Application service provider (ASP).

4. Hosted IVR

A simple voicemail system is different from IVR in that it is person to person whereas an IVR is person to computer.

IVR voiceforms can be used to provide a more complex voicemail experience to the caller.

For example, the IVR could ask if the caller wishes to hear, edit, forward or remove a message that was just recorded.

An automatic call distributor (ACD) is often the first point of contact when calling many larger businesses.

An ACD uses digital storage devices to play greetings or announcements, but typically routes a caller without prompting for input.

An IVR can play announcements and request an input from the caller. This information can be used to profile the caller and route the call to an agent with a particular skillset.

A skillset is a function applied to a group of call-center agents with a particular skill.)

Interactive voice response can be used to front-end a call center operation by identifying the needs of the caller. Information can be obtained from the caller such as account numbers.


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Answers to simple questions such as account balances or pre-recorded information can be provided without operator intervention.

Account numbers from the IVR are often compared to caller ID data for security reasons and additional IVR responses are required if the caller ID data does not match the account record.

IVR call flows are created in a variety of ways. A traditional IVR depended upon proprietary programming or scripting languages, whereas modern IVR applications are structured similar to WWW pages, using VoiceXML[1], CCXML[2], SRGS[3], SALT or T-XML languages.

The ability to use XML developed applications allows a Web server to act as an application server, freeing the developer to focus on the call flow.

It was widely believed that developers would no longer require specialized programming skills, however this has been proven to be misguided as IVR applications need to understand the human reaction to the application dialogue. This is the difference between a good user experience and IVR hell.

Higher level IVR development tools are available in recent years to further simplify the application development process.

A call flow diagram can be drawn with a GUI tool and the application code (VoiceXML or SALT) can be automatically generated.


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In addition, these tools normally provide extension mechanisms for software integration, such as HTTP interface to web site and Java interface for connecting to a database.

In telecommunications, an audio response unit (ARU) is a device that provides synthesized voice responses to touch-tone keypresses (DTMF) by processing calls based on

(a) the call-originator input,

(b) information received from a database, and

(c) information in the incoming call, such as the time of day.

ARUs increase the number of information calls handled and to provide consistent quality in information retrieval.

Outsourcing vs. Contact Center Automation

Contact Centres are very expensive to run, and can be seen as a drain on companies' operations.

Contact Centres are usually seen as Cost Centres; however the ability to up sell services and products can reduce operational expenditure.

Methods of reducing Contact Centre running costs include outsourcing and automation.

Outsourcing to other countries can reduce operational expenditure by as much as 30%, however, differences in culture and language can prove problematic for customers, whose dissatisfaction can lead to customer complaints and loss of business.

Also it is more difficult to upsell to customers from foreign Contact Centres.


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Automation in a Contact Center can also reduce operational expenditure by around 30% though the introduction of technologies such as customer profiling, CTI, and IVR using speech recognition.

The use of automation in the contact center promotes efficiency, allowing contact centers to be located in the country from which the call is originated.

Customer satisfaction can be monitored by the use of customer survey applications. The information from survey applications can be used to improve customer service.

VoIP

The increased usage of VoIP in voice networks is likely to affect how IVR will be used in voice networks, this is due to the introduction of protocols such as SIP.

The introduction of SIP means that point to point communications is no longer restricted to voice calls but can now be extended to multimedia technologies such as video.

This will bring a new meaning to automated services as IVR extends its reach to video calls.

Many IVR manufacturers are currently working on IVVR (Interactive Voice and Video Response) systems, especially for the mobile phone networks. The use of video will give IVR systems the ability to use graphical and video information to assist the caller.

The introduction of video IVR may allow systems in the future the ability to read emotions and facial expressions.

It may be used to identify the caller, using technology such as Iris scan or other biometric means. Recordings of the caller may be stored to monitor certain transactions, and will be used to reduce identity fraud.


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Unified Communications in the SIP Contact Center

With the introduction of SIP Contact Centers, Automation has finally come of age. Calls arriving at a SIP contact Center must now be queued against a SIP IVR system.

Call Control in a SIP Contact Center is controlled by VXML scripting which is an extension of the language used to write modern IVR Applications.

As calls are queued in the SIP Contact Center the IVR system can provide Treatment, Automation, Wait for a fixed period, or play music. Inbound Calls to a SIP Contact Center must be queued or terminated against a SIP end Point.

In addition SIP IVR systems can be used to replace agents directly by the use of BBUA (Back to Back User agents).

Interactive Messaging Response (IMR)

As communications have migrated to multimedia so has Automation. The introduction of Instant Messaging (IM) in Contact Centers is starting to take off. Agents can handle up to 6 different IM conversations at the same time and so agent productivity is increasing.

IVR systems are now starting to handle IM conversations using existing Speech Recognitian Technology.

This is different from email handeling as email automated response is based on key word spotting.

IM conversations are different to email as IM is conversational. The use of texting abbreviations and smilies requires different grammars than those currently used for speech recognition.


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IM is also starting to replace texting on Multimdeia Mobile handsets and is expected to become more widely used.

Hosted vs. On-Premise IVR

With the introduction of Web services into the Contact Center, integration has been simplified. The use of Web based applications allow IVR applications to be hosted remotely from the Contact Center.

This allows the use of hosted IVR applications using speech to be made available to smaller Contact Centers across the globe and is likely to lead to an expansion of ASP (Application Service Providers).

IVR applications can also be hosted in the public network, which do not require contact centre integration.

This will include public announcement messages or message services for small business.

It is also possible to use two prong IVR services where the initial IVR application is used to route the call to the appropriate contact centre.

This can be used to balance loading across multiple contact centres or provide business continuity in the event of system outage.

Criticism


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IVR is sometimes criticized as being unhelpful and difficult to use due to poor design and lack of appreciation of the caller's needs.[4]

Some callers object to providing voice response to an automated system and prefer speaking with a human respondent.

Companies have also been criticized for using IVR to reduce operational costs but not offering similar services using agents.

Such methods tend to frustrate customers who feel that their right to speak to an agent is being restricted.

Companies that deploy such services tend to ignore customer opinion. Such services are used in debt recovery and giveaways (Such as Concert tickets, Satellite/Cable Receivers etc).

Interactive Voice Response Services Typical Applications

In Today’s world everything needs to be done from the comfort of one’shome or office. For this application is prepared in such a way that they can be easily accessed through computers.

In the same way our project’s aim is to provide the entire information to the user at the tip of his fingers.

Due to this project the traditional manual way of handling the customers queries will be handled in a more technological and automated way.

This type of system performs operations similar to that of a human telephone operator. The USP of the project is its relevance to the field of telephony and its cost that will be bearable even by a small concern due to its simpler and easily available components.


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Scope Of The Project:

In today’s world everything needs to be done from the comfort of one’s home or office. For this application is prepared in such a way that they can be easily accessed through computers.

In the same way our project’s aim is to provide the entire information to the user at the tip of his fingers.

Due to this project the traditional manual way of handling the customers queries will be handled in a more technological and automated way. This type of system performs operations similar to that of a human telephone operator.

The USP of the project is its relevance to the field of telephony and its cost that will be bearable even by a small concern due to its simpler and easily available components.

CONCLUSION


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To conclude this report we present a summary of the work done till

now. Right from the conceiving the idea of designing a device that can

trace a line and move accurately on it all the group members took

initiatives to search for the strategy that should be employed in

designing the device.

The system designed will be intelligent for interaction and will suitably provide a good response to the caller who will access it.

It will be truly a responsible system for human mankind. We will make it better than the present scenario system.

It will be digitally accessed and will have a strong data base and can be operated easily and of low cost. And the future will show that every organization will be using our system.


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“interactive voice response system”final report

Documents

project report

project phases

working of project

eie department

department lab

anuj bhardwaj project

ivrs system

amit jain project guide