INTERACTIVE VOICE RESPONSE SYSTEM

Project Synopsis
Submitted in Partial Fulfillment of the requirement of Degree of

Master in Computer Application

(MCA)

By

Sanket Mishra
MCA-875

Under the Guidance of

Mr. S.P Kannoujia

Coordinator and Lecture
Department Of Computer Science

University Of Lucknow
Lucknow-226007
 Contents
Topic Page

Definition .......................................... 1
Abstract .......................................... 1
Control flow structure ......................................... 2
All about ........................................... 5
Usage .......................................... 5
Typical Uses ........................................... 5
Objective ........................................... 7
Project Category ........................................... 7
Tools Specifications ......................................... 8
Hardware Specification ........................................... 8
IVR Specification ........................................... 8
Front End .......................................... 9
Key Features ........................................... 10
Back End ........................................... 14
Problem Definition ........................................... 15
Requirement Specification .......................................... 17
Project Planning and .......................................... 18
Scheduling
 INTERACTIVE VOICE RESPONSE SYSTEM

Definition
Interactive Voice Response (IVR) is a technology that allows a computer to interact with
humans through the use of voice and DTMF keypad input

Dual-tone multi-frequency signaling (DTMF) is used for telecommunication signaling over

analog telephone lines in the voice-frequency band between telephone handsets and other
communications devices and the switching center.

Abstract
1. The Interactive Voice Response (IVR) System serves as a bridge between people and
computer databases by connecting the telephone network with the database.

2. The telephone user can access the information from anywhere at anytime simply by
dialing a specified number and following an on-line instruction when a connection has
been established.

3. The IVR system uses pre-recorded or computer generated voice responses to provide
information in response to an input from a telephone caller.

4. The input may be given by means of touch-tone or Dual Tone Multi-Frequency (DTMF)
signal, which is generated when a caller presses a key of his/her telephone set, and the
sequence of messages to be played is determined dynamically according to an internal
menu structure (maintained within the IVR application program) and the user input.

5. The IVRS system which will be designed will provide an ideal platform for the operation
of start-ups and existing small concerns.
6. 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 up gradation.
Purpose & Reason
• Basically this Interactive Voice Response System is On Line Narration for the
University based on Land Line Telephonic System based on DTMF key pad dialing.

• It is for the people who did not know to use website System but want to know the
different functions of University.

• The queries are Menu based and every Functioning regarding these queries are
handled by key pad

• University that implemented this Support having PBX no. (Helpline Number).

• The people who want to know anything regarding University, just dialed that
specific helpline number and inquired there respective queries.
Objective of the project
The objective of the project is to create the Interactive Voice Response System for a
campus to make the function of campus smooth, devoid of haziness as well as to increase
the performance of the communication with in campus.
Manual work being done in each department of organization needs to be
computerized for quick and better results with minimum delay in time. The Application is
developed in such a way to ensure time utilization, smooth functioning and building a
cohesive relationship between various activities. The designing has been made with a view
to reduce the effort involved in processing the activities of various people thus diminishing
the inconvenience to users and increasing system efficiency and reliability.
System Analysis
Both the software engineer &customer play an active role in software project a set of
activities that is often referred to as analysis. Through analysis we refer the process of
examining a business situation with the intent of improving it better procedure and
method. Mainly analysis specifies what the system should do.
Current System
In due course of time, I can say that many things are changed as
compared from past regarding to my prime focus for topic that I am working for. But still,
there are much and more things that have to be changed and will be change with time.

The need of Education in today’s prospect, no doubts, that it is a valuable Asset for any
upcoming Society.

The People living in a society in Present Tense, no doubts, that they are much
aware and enlightened about the need of education in a society.

My System works in current scenario mainly focused on those particulars who want to get
their Childs, Younger ones and themselves educated.

My System can be a Solution to a Particular who want to get familiar

with Specific Educational Institution, but don’t know about the proper channel regarding
Enquiry and Communication in Educational Institution.

Although in present prospects every Education Institution may or can bear the
publicity stuff that can be its Websites or Marketing pamphlets regarding its Academics
and Administration.

My System works as Telephonic Information System regarding any

Educational Institution; it covers the information about Administration, Courses, Fees
Structures and Results etc.

The Institution that implements this System gets a Helpline Number

which will used by the people who want to get enquired themselves regarding institution
through their Telephonic system.
Identification of User Need
The most difficult task of the system analysis is to identify the problem. Without identify the

problem it is impossible to specify the requirement for the project. To identify the problem I

have give attention on the following terms-

What is the problem?

In present scenario to answer this question I can say that it is for the people who want to know

and enquire themselves about specific educational institution but due to not knowing the proper

channel the needs are remain unfulfilled. My System is basically a medium or an interface by

which a user who want to enquire him/her do the needful regarding specific Educational

Institution’s Academics & Administration.

How complex is it?

In present scenario due to niche growth of different courses which are effective and efficient but

are running by some educational institution so to gather and get enquired with

according interests one can use Educational Institution’ s Telephonic Information

System’s toll free number and get the informational details regarding his/her

requirements and interests.

What are its likely causes?

The likely causes which I observed are:


Lack of Information/ Knowledge


Distance/Time factor

Money/Funds problem
Lack of Information/ Knowledge

People who came from distant places and small towns are facing many problems. Though the

lack of awareness about media stuff caused them loosing the opportunities that somehow change

their lives. Through this Telephonic System which is just a effort to make those dreams came

true. By pressing the keys of Telephone one can get information regarding any specific course

with respect to the institution in which it is running. The institution simply have their helpline

number which can be used for the enquires.

Distance/Time factor

In this prospect I can only state the following 3 points:


Greater the Distance from where the Information is collected.


Lesser the Time spent in collecting Information.


The Ratio (Distance: Time) gives Speed of extraction of Information in a Accelerated

format.

Money/Funds problem

In the present scenario a growing economy statistical probabilities is also effecting the education

in today’s world. People having fewer resources such as fund/ money have less interfaces of

getting and knowing information regarding courses and people have a bulk are doing misuse of

it. The lacks of Funds/ Money cause the distraction in the way of getting Knowledge. My System

provide a toll free number that means one have pay nothing and enquired about his/ her queries
regarding courses in which he/she want to enrolled. Though System also gives information

regarding fees structure of favorable courses.

Preliminary Investigation
Feasibility Study
There is an important outcome of the preliminary investigation is to determine the requested

system is feasible or not. Feasibility study helps to select the best system that meets

requirements. To study the feasibility of the system, I have taken mainly three aspect of the

feasibility study-

• Technical Feasibility

• Economical Feasibility

• Operational Feasibility
Technical Feasibility

I have conducted the technical feasibility study.

Proposed system can works on existing equipment, software technology and available

personnel.

No other new technologies are needed, that create any problem. In organization necessary

technologies already exist.

Proposed system can hold the required data, by the help of database approach.

Database approach upgrades the existing system.

It also makes technical guarantees such as information accuracy, news reliability, easy to

access and data security.

In my project these issues I have try to covers in technical feasibility study and it shows

that this proposed system is technical feasible.

Economical Feasibility

At the last, I have conducted the economic feasibility that is a most important factor that

influences the system.

Since cost plays an important role in deciding the new system for company.

It must be identified and estimated properly.

In this I have seen that if proposed system is technically developed and the user will use it then it

must be profitable for organization to whom it is working for.

In my proposed system development cost is not so high. System can accept existing software and

hardware can be used for its installation. One of the costs is paid for installation of the database.

But its cost is negligible over the benefits. Company uses the server environment for storing the

news pages that takes too much area on server and company pay for it, but now a database will

remove this problem.

To conduct the economic feasibility I have also see by the cost/benefit analysis. Cost/benefit

analysis is the procedure that determines the benefits and savings that are expected from

proposed system and compare them with cost. My system shows the benefits over the cost, so I

decided to design and implement the system.

Operational Feasibility

In operational feasibility I have seen that the users can easily use developed system. In

my system users such as editor, reporters, and news agencies support the proposed

system. They want to change existing system due to storage problem, updating, and fast

accessing. Organization management wants save time as well. Users can easily access

the system facilities and use it easily. During operational feasibility study I have seen

above these things as well as there is no disturbance in organizational structure. In my

project less manpower need and no extra training will require understanding the system

working.

So my proposed system shows the benefits such as fast and easy accessing for

newsreader, save manpower, large storage capacity etc. so this software is operationally

feasible.
Control flow/Process Diagrammatical Structures

regarding different Modules of IVRS

MAIN MODULE
 END MODULE

ANSWER MODULE
HANGUP MODULE

On Hang up MODULE
On System Error MODULE
 ALL ABOUT
IVRS
• In telephony, interactive voice response, or IVR, is a phone technology that allows a
computer to detect voice and touch tones using a normal phone call.

• The IVR system can respond with pre-recorded or dynamically generated audio to further
direct callers 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.

• Once constructed IVR systems generally scale well to handle large call volumes.

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 dialed (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 realized 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. 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 withheld or unavailable, the caller can be asked to indentify themselves by
other methods such as a pin number or password.

• The use of DNIS (Dialed number information services) will ensure that the correct
application and language is executed by the IVR system.

• Voice activated Dialers. (VAD) Voice activated IVR systems are now used to replace
the switchboard or PABX (Private Automatic Branch Exchange) operators.

• These are used in many hospitals and large business 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 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. 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.

• Clinical Trials. IVR systems are used by large pharmaceutical companies to conduct
global clinical trials and manage the large volumes of data generated. The application
used by the IVR in clinical trials is generally referred to as a Voice form application. 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.
 PROJECT CATEGORY
System based Application programming including RDBMS

• RDBMS provides a set-oriented database language.

• For most RDBMS, this set-oriented database language is SQL.

• All information in a relational database (including table and column names) is

represented explicitly as values in tables.

• Every value in a relational database is guaranteed to be accessible by using a combination

of the table name, primary key value, and column name.

• All views that are theoretically up datable can be updated through the system.
Tools/platform/Software Specifications

Front End: Xtend IVR Editor with VB Script support

Back End: Oracle 8i & Microsoft Access

Operating System: WINDOWS 2000 PROFESSIONAL/ WINDOWS XP/ WINDOWS

2000 SERVER

Hardware specification

Pentium IV 1.6 GHz & 256 Kb or later

256 MB SDRAM
40 GB HDD
17” SVGA Color Monitor
105 Keyboard
Scroll Mouse
1.44 MB FDD
24x/32x DVD CDROM drive
Laser Printer 6P

Hardware requirement regarding IVR

1. 1. Basic Microcontroller based

Hardware
• To interface Telephone line
• To provide various control signals
• Give commands serially to PC

2. 2. Telephone Line Interfacing

Circuit
• Ring Detection Circuit
• Protection Circuit.

3. 3. DTMF Decoder Circuit

• To detect DTMF Pulses on telephone
line.

4. 4. Audio Amplifier (optional)

• To drive PC Sound Card audio output

*(Note: The Application is developed on developer edition of a Software so the application is

just a Simulation to Standard Edition)

Front End
Xtend IVR
Xtend IVR is a Rapid Application Development toolkit for implementing Interactive Voice
Response Systems quickly and easily. Any Computerized Telephony Integration solution can be
implemented with reduced cost, time and complexity using our toolkit. Possible application areas
include:

• Banking
• Price & Stock Enquiry
• Payment Reminder systems
• Package & Delivery Tracking
• Employee Benefit
• Complaint Booking
• Voice Mail
• All Telephone Enquiry solutions

Xtend IVR is the only toolkit in the market with extensive support for multiple voice devices.
Supported devices include all VoIP, Digital (E1/T1) and Analog devices from Eicon (Diva
Server), Dialogic (Global Call API), Ai-Logix, Telephony API, Opal (OpenH323) and Skype.
Development of drivers for other popular voice devices is in progress. Please check with our
website at http://www.xtendtech.com/ivr for an updated list of all supported voice devices.

Xtend IVR includes support for open interfaces like Telephony API (TAPI), Speech API (SAPI),
ActiveX Data Objects (ADO) and Open Database Connectivity (ODBC), due to which the
toolkit works with nearly all available Telephony hardware, Speech Engines and Databases.
Xtend IVR integrates with and can be extended using most programming languages.
Xtend IVR works right from a single port voice device to a 512 port T1/E1 solution with no
changes in code. This means that an IVR can be developed for a single port implementation and
can then be extended to a 512 port IVR system without having to make any source code changes.
Xtend IVR also supports clustering of systems to provide for higher port densities of 1000+
ports and to provide for fail-over/redundant backup.

The power of Xtend IVR resides in its scripting language which is simple to learn, flexible and
easy to code. Complex telephony operations like call transfer; speech recognition etc. can be
coded in just a couple of lines of script. The scripting language includes the ability to call
functions written in Vbscript, JavaScript and Prescripts (Windows Scripting Host), functions
written in C# or VB.Net (.Net Framework) and the ability to call programs written in FoxPro,
Clipper, Visual Basic, C, C++ and other legacy languages.

Xtend IVR is fully Internet enabled and supports http, get/post, SMTP and pop3 which
enable information to be obtained from or submitted to the Internet. This enables easy integration
with existing Internet solutions.

The Number to Speech Technology supported by Xtend IVR enables easy creation of regional
language solutions by providing support for speaking Amounts, Dates and Numbers in Indian
English and Hindi.

Multi-lingual support enables developers to handle multiple language prompts easily with no
modifications in the code.

The user interface of Xtend IVR can be completely customized. This includes the About box,
Window Caption and the ability to call your own executable from the user interface. Besides
this, a tamper free client installation can be ensured by compiling and distributing the
compiled script.

Xtend IVR supports advanced features like background play, real-time voice snooping/mixing
and voice logging capability that enables one to provide superior voice solutions with minimal
effort.
The Developer Edition of Xtend IVR is available for free download and contains
comprehensive help, a one port runtime that works with all supported voice devices, debugging
and emulation technology to enable an IVR to be developed using any multimedia system and
does not have any time or feature restrictions.

Minimal system requirements for the Developer Edition of Xtend IVR include a Pentium 800
MHz system with 128 MB RAM, 80 MB of free disk space and multimedia support running
Windows 2000/XP or above. Emulated telephone calls are possible via the multimedia system.
However, a supported voice device like Dialogic D/4 PCI, D300JCT or Eicon Diva Server is
required to be able to test the scripts in action on actual telephone lines.

Key Features
Built-in scripting language - Simple to learn, flexible and easy to code

The power of Xtend IVR resides in its scripting language which is simple to learn, flexible and
easy to code. Complex telephony operations like call transfer; speech recognition etc. can be
coded in just a couple of lines of script.

Support for Multiple Voice Devices - Digital, Analog, H323, SIP, TAPI & Skype Supported

Xtend IVR implements a driver model for interfacing with voice devices. This enables Xtend
IVR to support practically any voice device in the market. At present, drivers are available that
support Digital (E1/T1), SS7, H323 & SIP and Analog voice devices from Eicon and Dialogic.
Examples of supported devices include Diva Server PRI/E1, Diva Server Analog 4P, Diva
Server V-PRI/E1, Diva Server V-4PRI, Diva Server V-PRI/T1, Diva Server Soft SS7, Diva
Server SoftIP, D/4 PCI, D/4 PCI UF, D/300 JCT E1 etc. Additional voice devices are being
supported on a ongoing basis, depending on customer requests and device availability.

Comprehensive Database Support - Use ADO or ODBC to query SQL Server, Oracle or Access
Xtend IVR provides simple database functions to access SQL Server, DB2, Oracle, Sybase,
Access and other standard databases via ADO and ODBC. In most cases, direct SQL statements
can be inserted inside the script to obtain the required data. Advanced database functionality can
be implemented by interfacing to any of the supported languages.

Extensive Language Integration - Call Vbscript, C#, VB.Net, FoxPro, VB or C++ functions

The scripting language includes the ability to call functions written in Vbscript, JavaScript and
Perl script (Windows Scripting Host), functions written in C# or VB.Net (.Net Framework) and
the ability to call programs written in FoxPro, Clipper, Visual Basic, C, C++ and other legacy
languages.

Exhaustive Examples - Over 40 samples demonstrating ivr capabilities

Over 40 samples demonstrating the different capabilities and functionality of Xtend IVR are
included in the developer and standard editions. Samples include tele-banking, examination
result announcement, calling web services, .Net integration, streaming voice channels and many
more.

Scalability and Multi-Port Capability - Scale up to 500+ ports with no changes to code

Xtend IVR works right from a single port voice device to a 512 port T1/E1 solution with no
changes in code. This means that the developer can code for a single port IVR and deploy the
same for a 512 port IVR simply by purchasing and installing the 512 port Xtend IVR Runtime.
All multitasking and inherent inter-process complexities are automatically handled by the toolkit
leaving the developer free to concentrate on the application being deployed. Xtend IVR also
supports clustering of systems to provide for higher port densities of 1000+ ports and to provide
for fail-over / redundant backup.

Text to Speech - Speech API 4.x and 5.x compliant

Support of all Speech API 4.x and 5.x compatible engines for Text to Speech. UT8 strings are
supported for TTS enabling support of foreign language speech engines.
Speech Recognition - Speech API 5.x compliant

All Speech API 5.x engines are supported for Speech Recognition. The ability to dynamically
create and load multiple recognition grammars is supported as is the ability to perform speech
cut-through on complete recognition of sentence, on recognition of the first word and in presence
of speech.

Multi-language prompts - Implement prompts for multiple language prompts easily

The scripting language is designed from ground up for easy multi-language prompt support and
enables the user to quickly implement ivr support for multiple languages without having to make
any substantial modifications to code.

Innovative Number to Speech - Speak out numbers in English, Hindi and Malayalam

The extensible number to speech conversion enables any number, date or monetary value to be
spoken out. Languages currently supported include English, Hindi or Malayalam. Country
dependant number to speech ensures that numbers are converted correctly based on the
prevailing standard of that country. At present US, UK and Indian standards are supported.

Background Playback - Add corporate or advertising jingles into your ivr

Ability to play a wave file in the background while simultaneously playing prompts enables one
to incorporate background jingles or corporate tunes instantly into an ivr solution.

Real-time Voice Streams - Soft conference between difference voice devices

Voice streams from any full-duplex voice device can be streamed to any other voice device
channel thereby enabling soft interconnect of voice streams. This enables functionality such as
the ability to snoop ivrs calls in real time, stream ivrs conversations to a multimedia device and
to conference channels to each other. For example, an incoming call in Skype could be
conferenced to an incoming call on the Dialogic Diva Server voice card.

Voice Logging - Maintain voice records of IVR interactions

Complete voice logs for any channel can be implemented via the insertion of a single voicelog
command into the script. This is useful for maintaining raw voice records of ivrs usage for
official purposes or for debugging ivrs problems.

Background Threads - Implement additional housekeeping tasks

Support for general purpose ports to implement additional functionality not directly related to,
but playing a supporting role to the IVR. For example, polling a serial device every 10 seconds
or for retrieving mail every 3 minutes etc. These general purpose ports run the same scripting
language, enabling one to quickly implement background tasks.

Multimedia Streams - Stream live audio

Support for multimedia devices for streaming audio to multiple channels. For example, the input
of the sound card mic can be taken and provided to all callers who dial into the system. Such an
implementation could be used for providing a real-time radio / music channel service to callers.

Support for Fax - Fax HTML documents

Supports faxing of tiff images or HTML pages. Ability to implement fax-back systems, or dial-
back fax systems. Supports color faxing under specific cards. Fax support is available as a
separate software pack that must be purchased independently.

SMS Support - Send or Receive SMS including long sms and Unicode

Supports the ability to send and receive SMS messages via a standard GSM modem.
Comprehensive support for Unicode text, long sms and Flash messages are present. SMS support
is available as a separate software pack that must be purchased independently.

Call Conferencing - Create party or conference calls

Has built-in facility to implement multi-party conferences using on-board resources to minimize
CPU usage. Call conference support is available as a separate software pack that must be
purchased independently.
Run-time Customization - Modify runtime GUI to match customer application

Xtend IVR has the capability to change the logo bitmap and also set the messages that appear in
the window title and it’s about dialog box so as to facilitate developer customization.

Plug-in Interfaces - Extend the scripting language using C++

Xtend IVR supports a plug-in interface to enable easy extensions to its scripting language. This
permits implementation of additional functionality if such customization is required. For
example, the in-built database functionality and SMTP / pop3 access is implemented as plug-in.

Script Compiler - Protect script from end customer modifications

Xtend IVR supports compiled scripts, so that end user modification of script files can be
prevented. To prevent any sort of tampering, Xtend IVR scripts are tokenized, encrypted and
check-summed.

Full-fledged Developer Edition - Free download (includes one port runtime)

Unlike a conventional development environment which requires the use of two phone lines to
test and debug the IVR prompts, the Xtend IVR Developer Edition simulates an incoming call in
software which allows the IVR development to be done on any multimedia system. In fact the
developer edition is completely free for you to try out and can be downloaded from
http://www.xtendtech.com/
 Back End
Oracle 8i
Oracle was found in 1977 as Software development laboratories by Larry Ellision, Bob Miner
and Ed Oates, there were no commercial database products. The company, which was later
renamed Oracle, set out to build a relational database management system as a commercial
product and was first to reach market. Since then, oracle has held a leading position in RDBMS
market, but over the year its products and service offerings have grown beyond the relational
database server. In addition to tools directly related to database development and management,
Oracle sells business intelligence tools, including Query and analysis tools, data mining products
and an application server with close integration to database server.

In addition to database related servers and tools the company also offers application software for
enterprise resource planning and customer relationship management, including areas such as
financial, human resources, manufacturing, marketing, sales and Supply chain management.

Oracle 8i enables a programmer or database administrator to do the following:

 Modify a database's structure

 Change system security settings

 Add user permissions on databases or tables

 Query a database for information

 Update the contents of a database

 Problem Definition
• What is the difference between the Standard and Developer Editions?

Standard Edition comprises of the development environment and the runtime capable of
supporting the licensed number of ports. The standard edition is used for development and final
production implementations of IVR solutions. The standard edition runtime allows complete
customizability of the About box information and the main window bitmap as per user
requirements. Standard Edition is priced and licensing is enforced via a USB dongle.

Developer Edition comprises of the development environment and a single port runtime. The
developer edition is used to develop and demo an IVR solution using Xtend IVR. However, the
developer edition runtime should not be used in final production implementations of IVR
solutions. The runtime is full-fledged, supporting one telephone line and is not technically
limited in anyway. However restrictions on customizing the about box information and the main
window bitmap are present. Developer Edition is available as a free download.

• How do I start Xtend IVR?

When you install the Xtend IVR toolkit (Standard or Developer) it will add desktop icons named
"Xtend IVR 3.0" and "Xtend IVR 3.0 Developer Edition". You can run the Xtend IVR runtime
or the Xtend IVR Developer Edition by double clicking on the appropriate desktop icon.

• Why do I get the error message "HASP not found"?

You usually get this error message if you try to run the Standard Edition Xtend IVR runtime
without plugging in the USB dongle. By default, when you install Xtend IVR Standard Edition,
the drivers for the dongle are automatically installed. In case you have re-installed the Operating
System, please re-install the Xtend IVR Standard Edition also.

• How many phone lines does Xtend IVR support?

At present, Xtend IVR has a maximum supported limit of 512 phone lines on a single machine.
This is an artificial limit imposed primarily for ease of testing the database support,
language stability and the load factor. This limit will be increased in the future. If more than 512
phone lines are required to be supported, it is recommended that multiple machines be used.

• Are Text-To-Speech engines supported?

Xtend IVR supports any telephony compatible Text-to-Speech Engine that supports the Speech
API (SAPI 4.x & 5.x) and provides a 16 bit, 8 KHz waveform output. Xtend IVR has been tested
with the Microsoft TTS Engines as well as with the TTS Engines available from Lernout &
Hauspie (L&H).

• What Operating Systems does Xtend IVR work under?

Windows 2000, XP and 2003 are the supported platforms. Xtend IVR will work under Windows
98 & Me with reduced functionality.

• What kind of user support is provided?

Technical queries regarding feature implementations or bugs is available at

support@xtendtech.com and queries related to sales can be posted to sales@xtendtech.com

• What are the supported voice devices?

Drivers are available that support Digital (E1/T1), SS7, H323 & SIP and Analog voice devices
from Eicon, Dialogic and Ai-Logix. Drivers for TAPI, Opal H323/SIP and Skype are also
available. Additional voice devices are being supported on an on-going basis, depending on
customer requests and device availability.

• Which is the latest version of Xtend IVR?

Xtend IVR 3.0 is the latest version of Xtend IVR.

 • Is speech recognition possible in Xtend IVR?

All Speech API 5.x engines are supported for Speech Recognition. The ability to dynamically
create and load multiple recognition grammars is supported as is the ability to perform speech
cut-through on complete recognition of sentence, on recognition of the first word and in presence
of speech.

• Will Xtend IVR detect pulse and tone keystrokes?

Xtend IVR accomplishes tone and pulse detection via the telephony voice device API. If the
voice device supports this capability, then Xtend IVR will support it. Note: Voice Modems do
not support pulse detection capability.

• Does Xtend IVR support analog and digital lines?

Xtend IVR supports both analog and digital lines. For digital lines you need a voice card that
support the specific protocol provided in the E1/T1 connection. Note: All digital protocols may
not be supported by all voice cards.

• Is Database Access possible?

Yes. Database access is supported via the DB plug-in which supports ADO or ODBC. Full-
fledged examples are provided in the Developer Edition that illustrates how to achieve this.

• Play command and Record command do not work simultaneously in Xtend IVR?

If the hardware is half-duplex, then Xtend IVR will not be able to simultaneously play or record
wave files. For example, the D/4 PCI UF card from Dialogic is a half-duplex card. In most
cases, Xtend IVR automatically determines if the voice card is full-duplex or not and will
function correctly.
 • Do you need a Sound card to run Xtend IVR?

Xtend IVR includes a development environment that utilizes the sound card to simulate a voice
device. This enables the developer to create and test an IVR using a multimedia capable PC. The
runtime does not require the sound card.

• What is the recommended sampling rate for wav files?

8 KHz, 16 bit, mono.

Requirement Specification

• Administrator can create the user of the system.

• The Administrator can allocate the task of approval of Faculty and Students.
• Faculty sends feedback to the Administrator, who can approve the feedback.
• Administrator can see all activities requested by the Faculty, Students and other sources.
• Faculty can create test for students and other activities which can be approved by
Administrator.
• Administrator has the right to create the course for campus and the student has the facility
to view the details of the course.
Project planning and Scheduling

Start of the Project:


SRS completion:


Requirements Finalization:


System Designing:


Test Cases Designing:


Coding:


Testing:
References:

http://books.google.com/books?
id=Nmbexusn9q4C&pg=PA203&dq=vru+ivr&cd=9#v=onepage&q=vru%20ivr&f=false

Lam MY, Lee H, Bright R, Korzenik JR, Sands BE (2009)."Validation of interactive voice
response system administration of the Short Inflammatory Bowel Disease Questionnaire".
Inflamm.Bowel.Dis 15 (4): 599–607. PMID 19023897.

"Voice Extensible Markup Language (VoiceXML) Version 2.0". W3C.

http://www.w3.org/TR/voicexml20.

"Voice Browser Call Control: CCXML Version 1.0". W3C. http://www.w3.org/TR/ccxml.

"Speech Recognition Grammar Specification Version 1.0". W3C. http://www.w3.org/TR/speech-

grammar.

"Speech Synthesis Markup Language (SSML) Version 1.0". W3C.

http://www.w3.org/TR/speech-synthesis.

"The Seven Deadly Sins of IVR". Call Centre Management Association.

http://www.ccma.org.uk/ArticleDisplay.aspx?ID=61. Retrieved 2007-12-12.