Electronics&communication engineerig Project topic 2011-2012

INTERACTIVE VOICE RESPONSE SYSTEM

EC E1 Arun kumar Ravindra kumar Anil kumar Amit kumar upadhyay

INTRODUCTION
What can be done using an Interactive Voice Response System? When connecting an IVRS 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 the Internet Uses leading speech recognition technology to process either spoken words or full sentences Who should use IVRS? Using Inter voice hardware and software, we can develop voice automation applications, which 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. What are interactive voice response (IVR) systems? Interactive Voice Response (IVR) systems allow callers to interact with the communications

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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?

2.5 DESIGN FLOW OF HARDWARE AND SOFTWARE Design flow of hardware and software

BLOCK DIAGRAM OF IVRS

Fig. (c)Block Diagram of IVR System

BLOCK DIAGRAM EXPLANATION The main blocks of the system are as follows: Ring Decoder DTMF Decoder MICROCONTROLLE R MAX 232 Relay Isolation Transformer Voice Card Ring Decoder Ring decoder consists of: Bridge Rectifier Capacitor Filter Opto Isolator DTMF Decoder In DTMF signaling, two frequencies are allocated to each digit in the push button keypad. The main function of the DTMF decoder is to detect the two frequencies and until and unless these two frequencies allocated for a particular digit are obtained, that particular digit will not be recognized by the DTMF decoder. The decoder uses digital counting technique to detect and decode all 16 DTMF tone pairs into 4 bit code. Its features are: Complete DTMF Receiver Low power consumption Internal gain setting amplifier Adjustable guard time Central office quality Power-down mode Microcontroller It is the central controller of the whole project. It scans all channels continuously. It transfers the logical values serially to the PC. Various tasks are assigned to peripherals. Relay Relay is used as a switch to provide the connection between the telephone line and the voice card as well as the DTMF decoder.

MAX 232 Convert the voltage levels. Dual driver/receiver that includes capacitive voltage generator to supply 232 voltage 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. 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.

SYSTEM DESIGN
SELECTION OF DTMF DECODER This is the most important task of building an IVRS. As the number pressed by the caller is needed to be decoded before sending it to the microcontroller, a DTMF decoder is needed. We can use DTMF decoder IC8870. Its features are: Complete DTMF Receiver Low power consumption Internal gain setting amplifier Adjustable guard time Central office quality Power-down mode SELECTION OF MICROCONTROLLER To achieve the task we must analyze the needs. Those are: To achieve fast operation To achieve great sensitivity So we can select the microcontroller89C52. As it is having sufficient amount of RAM for such simple operations of reading. It supports high speed operation and has greater sensitivity when put into scanning mode of its inputs. SELECTION OF RELAY Relays available are HK, PLA, OEN and GOODSKY. These are the different manufacturers of relays. Also, according to the DC voltages, relays available are 5V, 6V, 12V,

18V AND 24V. According to the type, relays available are SPST, DPDT and SPDT. Also, relays can be PCB mountable and Panel mountable. According to the need we can use a 12V, DPDT, PCB mountable relay manufactured by GOODSKY SELECTION OF MAX 232 MAX 232 can be used inorder to have serial communication between microcontroller and computer. This supports short distance serial communication. We can use MAX 232 in IC format due to readymade availability of this. Need of these capacitors is due to fact that MAX 232 datasheet shows need of such capacitors in order to pull data from one point to another point

WORKING OF IVRS
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 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 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 card.

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 frequently asked

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 customers feel 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 to look more official. Subscription IVR hosting plans make it easier for businesses and organizations to use these automated phone services. This is a big advantage of days past, when only large companies with big telecommunications and computing budgets 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 menu

APPLICATIONS
BANKING AND 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 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 Roaming Postpaid Calling Card, Prepaid Calling Card, and Wireless Prepaid (or Mobile Prepaid) Mobile Number Portability Number Change Announcement Fax Stored-And-Forward Service Signaling Protocol Converters Telecom Call Centre

Approximated cost :- Rs .5500/CONCLUSION

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.