INTERACTIVE VOICE RESPONSE SYSTEM

A Synopsis submitted In Partial Fulfilment of the Requirements for the Degree of Bachelor of Technology In Electronics & Communication Branch

by

ELECTRONICS & COMMUNICATION ENGINEERING DEPARTMENT

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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. This technology allows a computer to interact with humans through the use of voice and DTMF tones input via keypad. Dual-tone multifrequency signalling (DTMF) is used for telecommunication signalling over analog telephone lines in the voice-frequency band between telephone handsets and other communications devices and the switching centre. 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. IVR allows customers to interact with a companys host system via a telephone keypad or by speech recognition, after which they can service their own inquiries by following the IVR dialogue. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR applications can be used to control almost any function where the interface can be broken down into a series of simple interactions. IVR systems deployed in the network are sized to handle large call volumes. 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. IVR technology is also being introduced into automobile systems for hands-free operation. Current deployment in automobiles revolves around satellite navigation, audio and mobile phone systems.

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AIMS AND OBJECTIVES :

IVR system should store responses made by callers.

It provides different responses to callers based on time of day called.

It is able to capture either touch-tone or voice responses by callers. It 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 concern.

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BASIC IDEA :

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. When connecting an Inter-voice system into telephone lines (either analog lines or digital T1/E1trunks), the applications can handle either incoming or outgoing calls and then performs 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 the Internet Uses leading speech recognition technology to process either spoken words or full sentences 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
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 Perform automated transaction processing without human intervention

DESIGN FLOW OF HARDWARE AND SOFTWARE

(a) Software

(b) Hardware

4. BLOCK DIAGRAM

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METHODOLOGY:
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 optoisolator 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 the 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.

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 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 card.

result of the student whose roll number is entered.

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SYSTEM ARCHITECTURE:
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The main blocks of my system are as follows: Ring Decoder DTMF Decoder MICROCONTROLLER MAX 232 Relay Isolation Transformer Voice Card

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SPECIFICATIONS :
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SOFTWARE TO BE USED: Visual Basic 6.0 MS Access 2003 HARDWARE TO BE USED:

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MODIFICATIONS :
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. The IVRS 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 can 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 an IVR system

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REFERENCES:
Thiagarajan & Vishwanathan Telecommunication Switching System &

Networks Second Edition. India PRI Pvt.ltd. Kenneth J Ayala The 8051 Microcontroller Architecture,

Programming and Applications Second Edition. India PRI Pvt.ltd.

Douglas V Hall Microcontroller and Interfacing Second Edition. New York/TMH Publishing Company Pvt Ltd

Websites: http://en.wikipedia.org/wiki/Interactive_voice_response http://www.blissit.org/ivrs.htm http://www.kleward.com/ivr_solutions.htm Scribd.com www.atmel.com www.seimens.com www.philipsemiconductors.com www.howstuffworks.com www.alldatasheets.com www.efyprojects.com

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