ELECTRONICS WORKSHOP MICROCONROLLER BASED INTERACTIVE VOICE RESPONSE SYSTEM

Semester V Project REPORT

Submitted in Partial Fulfillment of the Requirements for the Degree of
BACHELOR OF ENGINEERING

in

ELECTRONICS ENGINEERING
By

Niket Shah Vatsal Parekh Nishan Mody

(Roll No. 55) (Roll No. 45) (Roll No. 43)

Under the guidance of Prof (Miss) Darshana Sankhe

Department of Electronics Engineering

Dwarkadas J. Sanghvi College Of Engineering

Vile Parle (west) Mumbai 400 056 NOVEMBER, 2007

Dwarkadas J. Sanghvi College Of Engineering

Vile-Parle (West), Mumbai-400 056.

PROJECT APPROVAL SHEET

THIS IS TO CERTIFY THAT

SHRI NIKET D. SHAH SHRI NISHANT V. MODY SHRI VATSAL J. PAREKH ROLL NO. 55 , 45 , 43 HAVE PRESENTED A PROJECT ENTITLED MICROCONTROLLER BASED IVR SYSTEM In Partial Fulfillment of the Requirements for the Degree of BACHELOR OF ENGINEERING in ELECTRONICS ENGINEERING

AND THE SAME IS APPROVED BY:

1) ______________________________________

2) ______________________________________

DATE: - ____________

ACKNOWLEDGEMENT
Among wide panorama of people who helped us and motivated to complete our project, we are grateful in presenting to you the rare shades of technology by documenting our project INTERACTIVE VOICE RESPONSE SYSTEM It has been a wonderful learning experience for all of us to work on this project. Having access to the innumerable facilities in our college was of great assistance in the completion of our project. We express our sincere gratitude to our guide Mrs. Darshana Sankhe for her full co operation and timely help, as well as our H.O.D. Mr. T. L. Hegde for their active encouragement and interest in our work that helped us to accomplish our goal. We would also like to thank Prof. Prasad Joshi, Prof. Rahul Abhyankar and Prof. Harish Narula for their assistance. Lastly we are obliged to the laboratory assistants whose contributions were valuable towards the completion of our project.

NOVEMBER 03, 2007

NIKET SHAH VATSAL PAREKH NISHANT MODY

TABLE OF CONTENTS
Certificate Acknowledgement I II

Topic 1. Abstract 2. All about IVRS 3. Introduction To Project 4. Hardware Section 5. Layout 6. Component List 7. Software Section 8. VISUAL BASIC 9. WIN32 Application Software 10. Testing 11. Troubleshooting Conclusion Bibliography Contact Us

Page No. 1 2 4 5 15 17 18 20 25 29 30 III IV V

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

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

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

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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
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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. 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 authenticity. Applications include patient randomization and drug supply management.

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Introduction To Project:

M I C R
TX DB-9

8870 DTMF Decoder

RS 232
RX

O
Off-Hook Control Signal

C O N T

Ring Detection

Telephone Line Interface Circuit

Telephone Line

Amplifier

From PC Sound Card

The fig shows block diagram of Interactive Voice response system.

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Hardware Section
The various working blocks of IVR systems are: 1) Ring Detector 2) Relay Circuit 3) DTMF Decoder 4) Telephone Interface circuit 5) Microcontroller

Ring Detector:
Ring Detector is starting block of IVR system. The basic function of this section is to detect the incoming ring. When a person calls the institute this section detects the ring and generates pulse accordingly and off-hooks the telephone. It is form very simple circuit consisting of zener diode and simple diode with MCT2E which is a opto coupler. The Opto-couplers typically come in a small 6-pin or 8pin IC package, but are essentially a combination of two distinct devices: an optical transmitter, typically a gallium arsenide LED (light-emitting diode) and an optical receiver such as a phototransistor or light-triggered diac. The two are separated by a transparent barrier which blocks any electrical current flow between the two, but does allow the passage of light.

Relay circuit:
The basic function of Relay is to switch the telephone line between Ring Detection and DTMF Decoding & Audio transmission. Telephone line is generally monitored by microcontroller via Opto coupler to detect the ring. Once the ring is detected the relays is activated by Microcontroller to Off-Hook the phone and decode the DTMF signals pressed by caller.

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DTMF DECODER:
This circuit detects the dial tone from a telephone line and decodes the keypad pressed on the remote telephone. The dial tone we heard when we pick up the phone set is call Dual Tone Multi-Frequency, DTMF in short. The name was given because the tone that we heard over the phone is actually make up of two distinct frequency tone, hence the name dual tone. The DTMF tone is a form of one way communication between the dialer and the telephone exchange. MT-8870 operating functions include a bandsplit filter that separates the high and low tones of the received pair, and a digital decoder that verifies both the frequency and duration of the received tones before passing the resulting 4-bit code to the output bus.

Telephone Interface circuit:

This circuit allows you to couple audio from a computer soundcard into telephone line. The RJ-45 jack is set up to feed the circuit through the phone line. The active signal for a single phone is on the red and green wires. The capacitor blocks any DC current from flowing through the transformer. The resistor limits the current of the 90V ringing signal. The transformer isolates the telephone side of the circuit from the soundcard side. The zener diodes clamp the 90 volt ringing signal and other transient spikes to protect your recorder.

Microcontroller:
It is a heart of the circuit. It accepts a suitable signal from ring detector circuit and

triggers the relay activation circuit.

It is also used to generate control signals. It receives the decoded DTMF pulses from the DTMF decoder. On receiving the pulses it generates the control signals which are then given to the computer. The computer in return generates the sound signal. Once the signal is generated and played on telephone line, the microcontroller starts scanning the telephone

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line for DTMF pulses. Now when the caller dials the respective key, the microcontroller receives the pulse and generates corresponding control signal.

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Circuit Diagram:

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How telephone line works?

A telephone uses an electric current to convey sound information from your home to that of a friend. When the two of you are talking on the telephone, the telephone company is sending a steady electric current through your telephones. The two telephones, yours and that of your friend, are sharing this steady current. But as you talk into your telephone's microphone, the current that your telephone draws from the telephone company fluctuates up and down. These fluctuations are directly related to the air pressure fluctuations that are the sound of your voice at the microphone. Because the telephones are sharing the total current, any change in the current through your telephone causes a change in the current through your friend's telephone. Thus as you talk, the current through your friend's telephone fluctuates. A speaker in that telephone responds to these current fluctuations by compressing and rarefying the air. The resulting air pressure fluctuations reproduce the sound of your voice. The current which powers your telephone is generated from the 48V battery in the central office. The 48V voltage is sent to the telephone line through some resistors and indictors (typically there is 2000 to 4000 ohms in series with the 48V power source). The old ordinary offices had about 400 ohm line relay coils in series with the line. Here is a simplified picture of typical traditional telephone line interface: to 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. The DCresistance of typical telephone equipment is in 200-300 ohm range and current flowing through the telephone is in 20-50 mA range.

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RING DETECTOR CIRCUIT

In IVR SYSTEM the logical signal from ringing is needed instead of ringing tone. The ring circuit must pass the ring signal information to microcontroller and still provide electrical isolation between telephone line and modem electronics. This ring detection is usually done using one opt isolator circuit, which replaces the traditional ring circuit. The opto isolator output can be easily connected digital electronics, but the opto isolator input side needs more electronics: one capacitor for not letting DC to pass through opto isolator, one resistor to limit the current passing through opto isolator LED and one reverse connected diode in parallel with opto isolator LED to prevent negative voltages from damaging the LED. This is the basic ring detection circuit.

Usually there is also two zener diodes (usually 10-20V models) 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 for modems. The circuit just gives the idea how modem ring detector circuit work. The actual component values selection must be so that the circuit meets the national telephone regulations (this can be usually easily done by using suitable zener diodes and maybe chancing the resistor value a little).

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DTMF DECODER
This circuit detects the dial tone from a telephone line and decodes the keypad pressed on the remote telephone. The dial tone we heard when we pick up the phone set is call Dual Tone Multi-Frequency, DTMF in short. The name was given because the tone that we heard over the phone is actually make up of two distinct frequency tone, hence the name dual tone. The DTMF tone is a form of one way communication between the dialer and the telephone exchange. A complete communication consists of the tone generator and the tone decoder. In this article, we use the IC MT8870DE, the main component to decode the input dial tone to 5 digital output. These digital bits can be interface to a computer or microcontroller for further application (e.g. remote control, phone line transfer operation, etc...) The MT-8870 decoder uses a digital counting technique to determine the frequencies of the limited tones and to verify that they correspond to standard DTMF frequencies. A complex averaging algorithm is used to protect against tone simulation by extraneous signals (such as voice) while tolerating small frequency variations. The algorithm ensures an optimum combination of immunity to talk off and tolerance to interfering signals (third tones) and noise. When the detector recognizes the simultaneous presence of two valid tones (known as signal condition), it raises the Early Steering flag (ESt). Any subsequent loss of signal condition will cause ESt to fall. As technology matures, pulse/dial tone method was inverted for telephony communication. It uses electronics and computer to assist in the phone line connection. Basically on the caller side, it is a dial tone generator. In DTMF there are 16 distinct tones. Each tone is the sum of two frequencies: one from a low and one from a high frequency group. There are four different frequencies in each group. A normal telephone only uses 12 of the possible 16 tones. There are 4 rows and 4 columns. The rows and columns select frequencies from the low and high frequency group respectively. When a key is being pressed on the matrix keypad, it generate a unique tone consisting of two audible tone frequency. For example, if the key '1' is being press
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on the phone, the tone you hear is actually consist of a 697hz & 1209hz sine signal. Pressing key '9' will generate the tone form by 852hz & 1477hz. The frequency use in the dial tone system is of audible range suitable for transmission over the telephone cable. The exact values of the frequencies are listed below:

FIG: DTMF Table of Frequency Combinations The tone frequency associated with a particular key is deciphered as follows. Each key is specified by its row and column locations. For example the "2" key is row 0 and column 1. Thus using the above table, "2" has a frequency of 770 + 1336 = 2106 Hz The "9" is row 2 (R3) and column 2 (C3) and has a frequency of 852 + 1477 = 2329 Hz. On the telephone exchange side, it has a decoder circuit to decode the tone to digital code. For example, the tone of 941hz + 1336hz will be decoded as binary '1010' as the output. This digital output will be read in by a computer, which will then act as a operator to connect the caller's telephone line to the designated phone line. The telephone exchange center will generate a high voltage signal to the receiving telephone, so as to ring the telephone bell, to notified the receiving user that there is an incoming call.

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This project article focus on a simple DTMF (dual tone multi-frequency) decoder circuit. This circuit can be interface to a computer, allowing caller to computer interaction. Many communication application can be build for example, a computerize call receiving/diverting phone network system. Remote control to Home/Office electrical appliances using a telephone network. DTMF is a popular project especially in DSP (digital signal processing) subject. DSP software algorithm can be implement to generate as well as to decode DTMF tone. It is very interesting,

IC 8870 DTMF decoder

Fig: IC 8870 Minimum circuit The minimum circuit required for the operation of IC 8870 as DTMF decoder is as shown below The 8870 DTMF decoding chip identifies the tone given at its input and gives the decoded output in binary format at the out put pins, using the process explained above. The microcontroller is programmed to identify and energize the respective relay to activate the particular extension identified by the 8870 decoding chip.

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Detection of dial tones is reflected on the bit TOE, while the output Q4, Q3, Q2, Q1 indicate the dial tone that is being detected on the telephony system. A complete table of the decoded digital output for individual dial tone is available in the coming section

Key Tone 1 2 3 4 5 6 7 8 9 0 * # A B C D

Output Logic Q4 0 0 0 0 0 0 0 1 1 1 1 1 1 1 1 0 Q3 0 0 0 1 1 1 1 0 0 0 0 1 1 1 1 0 Q2 0 1 1 0 0 1 1 0 0 1 1 0 0 1 1 0 Q1 1 0 1 0 1 0 1 0 1 0 1 0 1 0 1 0

These are the decoder output table for the given dial tone detected. Notice that there are key tones for A B C and D. These are special tone which is normally not found on our telephone. It is a common standard build into the decoder chip. The circuit is relatively simple and straight forward, and all components can be easily found.

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Interfacing Audio to Telephone Line

A non-polarized capacitor is placed in series with the transformer line connection to prevent DC current from flowing in the transformer winding which may prevent the line from returning to the on-hook state. The capacitor should have a voltage rating above the peak ring voltage plus the on-hook voltage (typically 138V total), so a 400V capacitor is recommended. Audio level from the transformer is about 100 mill volts which can be connected to a high impedance amplifier or tape recorder input. The 620 ohm resistor serves to reduce loading of the line if the output is connected to a very low impedance. For overvoltage protection, two diodes are connected across the transformer secondary to limit the audio signal to 700 mill volts peak during the ringing signal.

Isolation transformer:
This is the very important block as it isolates the computer with the high voltage telephone line (having a potential difference of 60v). The isolation transformer used is 1:1 600 ohms. The primary is connected to the output of the computer and the secondary is connected to the feedback telephone line and controlled by relay circuits (mentioned earlier).

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PCB Layout Component Layout

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Track Layout

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Component List Part

C1 C2 C3 C4 C5 C6 C7 C8 Q2 D1 D2 D3 D4 D5 IC 1 IC 3 J2 J3 K2 Ok2

Value
0.1 F 0.22 F 10 F 0.47 F,250V 220 F O.22 F 10 F 250 F CRYSTAL Zener, 20V Zener, 20V 1N4148 Zener,3.3V Zener,3.3V 7805T LM386 RJ-45 DCJ0202 351 RELAY DPDT

Parts
R1 R2 R3 R4 R5 R13 R15 RN2 T1 U$1 COIL 1

Value
390K 100K 10K 100K 10K 1.2K 180 CONNECTOR BC547 CM8870CP TRANSFORMER(1:1)

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Software Section

Software

Aspect

1. B a s

C Programming For Microcontroller

VB Programming
For PC

i c

A p p l ication 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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Algorithm (Microcontroller End):

Step 1 : Check if the ringing signal is present in the telephone line. Step 2 : If ringing signal is present then wait for 10 seconds, & go to step 3 or else go to step 1. Step 3 : If ring continues then activate the relay or else go to step 1. Step 4 : Establish a dedicated line connection. Step 5 : Wait for the response of the caller. Step 6 : Deactivate the DTMF decoder by relay control circuit to save the decoder from getting false input.

Step 7 : Pass the audio signal via the isolation transformer. Step 8 : Check if the signal is continued. If yes go to step 3 else go to step 7. Step 9 : Terminate the call. Step 10 : Stop the system.

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A BRIEF DESCRIPTION OF VISUAL BASIC

VISUAL BASIC is a high level programming language evolved from the earlier DOS version called BASIC. BASIC means Beginners' All-purpose Symbolic Instruction Code. It is a fairly easy programming language to learn. The codes look a bit like English Language. VISUAL BASIC is a VISUAL and events driven Programming Language. These are the main divergence from the old BASIC. In BASIC, programming is done in a text-only environment and the program is executed sequentially. In VISUAL BASIC, programming is done in a graphical environment. Because users may click on a certain object randomly, so each object has to be programmed independently to be able to response to those actions (events). Therefore, a VISUAL BASIC Program is made up of many subprograms, each has its own program codes, and each can be executed independently and at the same time each can be linked together in one way or another.

WHY TO USE VISUAL BASIC 6?

VISUAL BASIC:
Visual basic aims at providing an interface that is intuitive and easy to use. The programmer employees user friendly features such as windows, menus , buttons and list boxes. It also provides ready to use components. Whenever the programmer needs a specific user interface such as button, he selects the appropriate component that can be moved resized and renamed as required.

NEED FOR VISUAL BASIC:

There are several programming tools that allow us to build such visually appealing and intuitive interfaces. These tools allow us to design menus, buttons, windows etc.
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However, the disadvantage of such tools is that the interface is designed using code. The programmer has to code the user interface features specifying the size, position etc. This makes designing the user interface a major task in itself.

ADVANTAGES OF VISUAL BASIC:

Interfaces are easy to use and easy to learn. No coding is required to display component. Visual basic programming environment displays a list of available components, programmer picks up the required one to display it. Component can be moved, resized and even deleted, if so required. No restriction on number of controls to be placed on a form. Programmer can create user interface visually, he can align, move or resize the components without having to resort the code. Components have some code built in them.

DISADVANTAGES OF VISUAL BASIC:

The development environment is highly graphical in nature and therefore requires more memory. Visual basic requires computers of higher configuration in comparison to conventional programming tools. Larger capacity hard disk More RAM Faster processor

Primarily, visual basic environments can be used only with GUI operating systems such as Windows.

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INTRODUCTION TO FORMS
Forms are the first Microsoft Visual Basic objects you get acquainted with. Although you can write useful programs with only rudimentary user interfaces command-line driven utilities, for examplemost Visual Basic applications include one or more forms, and so you need to be familiar with their properties and features. Despite their different natures, forms and controls have one important thing in common: All of them are Visual Basic objects, and as such they expose properties, react to methods, and raise events. In this sense, Visual Basic is said to be an objectbased programming language because the developer's job consists of reading and modifying objects' properties, calling their methods, and responding to their events. Moreover, Visual Basic can be considered a visual programming environment in that the appearance of such objects can be defined by means of interactive tools at design time and without writing any code. Forms and controls expose dozens of properties, and when you explore them in the Object Browser you might legitimately wonder how you can learn the meaning of all of them. It takes some time until you realize that there are a few recurring patterns and that most of the properties are shared among forms and among most types of controls. In the end, properties that are peculiar to form objects or to a given class of controls are relatively few.

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SERIAL COMMUNICATION IN VB
MSCOMM COMMUNICATION
The MSComm control provides serial communications for your application by allowing the transmission and reception of data through a serial port.

Syntax MSComm Remarks

The MSComm control provides the following two ways for handling communications:

Event-driven communications is a very powerful method for handling serial port interactions. In many situations you want to be notified the moment an event takes place, such as when a character arrives or a change occurs in the Carrier Detect (CD) or Request To Send (RTS) lines. In such cases, use the MSComm control's OnComm event to trap and handle these communications events. The OnComm event also detects and handles communications errors. For a list of all possible events and communications errors, see the CommEvent property.

You can also poll for events and errors by checking the value of the CommEvent property after each critical function of your program. This may be preferable if your application is small and self-contained. For example, if you are writing a simple phone dialer, it may not make sense to generate an event after receiving every character, because the only characters you plan to receive are the OK response from the modem.

Each MSComm control you use corresponds to one serial port. If you need to access more than one serial port in your application, you must use more than one MSComm control. The port address and interrupt address can be changed from the Windows Control Panel.

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Although the MSComm control has many important properties, there are a few that you should be familiar with first.

MSCOMM CONTROL PROPERTIES

Properties CommPort Settings PortOpen Input Output

Description Sets and returns the communications port number. Sets and returns the baud rate, parity, data bits, and Sets and returns the state of a communications port. Returns and removes characters from the receive Writes a string of characters to the transmit buffer.

EXAMPLE
The following example shows how to send every character the user types to the serial port:
Private Sub Form_KeyPress (KeyAscii As Integer) Dim Buffer as Variant MSComm1.CommPort = 1 ' Set and open port MSComm1.PortOpen = True Buffer = Chr$(KeyAscii) MSComm1.Output = Buffer End Sub

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WIN32 APPLICATION

This is the Main window of the software. It is used to select different functions like

Add/View/Edit student information Start listening telephone line (Enable Serial Communication)

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This window is used for following purposes: 1) Adding students database. 2) Adding Students academic information.

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This form is used for searching database of student based on department roll no and year of graduation.
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The viewer can view academic result.

This window is used for following purposes: 1) Knowing information about all student like Students identity no, roll no. , of particular branch
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2) It also enables viewer to view academic result.

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Testing
1) Test circuit part by part on bread board. 2) Mount the circuit on PCB partly and solder it. 3) Check for continuity after particular section is soldered. 4) Now check the expected output of that section. For e.g. Ring Detector should give DC output to DTMF Decoder. 5) This way we mounted, soldered circuit on PCB and checked continuity. 6) Since our project involved programming from start we had to check its function from start. At every point we had to check functioning of program as we progressed in project. Every time we checked it was a comprehensive test we did.

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Troubleshooting
We did face problems once our entire project got soldered. 1) We were not able to interface computers output back on phone line from computer. For tackling this problem we checked with our amplifier section which we had to remove. 2) Then we tried to couple it directly with the pc but problem still persisted. We then added a 1 F capacitor. The problem was output of computer had DC shift which then got filtered by using capacitor. 3) On software section also we had problems in detecting string of pulses which the got rectified by few changes in software.

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