Interactive Voice Response System
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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.

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.
IVRS BLOCK DIAGRAM

Figure 1

IVRS- INTERACTIVE VOICE RESPONSE SYSTEM
The IVRS on the whole consists of the user telephone, the telephone connection between the user and the IVRS and the personal computer which stores the data base. The interactive voice response system consists of the following parts.
HARDWARE SECTION
1. Relay: For switching between the ring detector and the DTMF decoder.
2. Ring detector: To detect the presence of incoming calls.
3. DTMF decoder: To convert the DTMF tones to 4 bit BCD codes.
4. Micro controller: To accept the BCD calls, process them and transmit them serially to the PC.
5. Level Translator: To provide the interface between PC and micro controller.
6. Personal Computer: To store the data base and to carry out the text to speech conversion.
7. Audio Amplifier: To provide audio amplification to standard output and to act as a buffer between the telephone line and sound card.
SOFTWARE SELECTION
1. Visual Basics 6.0
2. Oracle 8.0
3. Microsoft Agent
OPERATIONS OF IVRS
The user dials the phone number connected to the IVRS. The call is taken over by the IVRS after a delay of 12 seconds during which the call can be attended by the operator. After 12 seconds if the ring detector output is low, it is ensured that the phone has not been picked up by the operator. The microcontroller then switches the relay to the DTMF and sends a signal via RS 232 to the pc to run the wave file welcoming the user to the IVRS. The user is also informed of the various codes present in the system, which the user dial in order to access the necessary information.
Thirty seconds are given to the user to press the codes, failure of which results in switch back of the relay. The DTMF decoder converts the codes pressed by the user to BCD. It is then pressed to the input pins of the microcontroller and is stored in the microcontroller memory. After these codes have been received, they are transmitted serially to the serial port of the PC via max232 IC. Any hardware failure in transmission falls in the lightning of a LED and the relay is switched back.
The serial port of the PC is continually polled by the software used such as Visual Basics and Microsoft Agent program and the received code words are put in the text box from the input buffer. The received personal identification number (PIN) is compared with the stored data base to determine the result. The corresponding wave file is played by the sound blaster card. It is coupled to the telephone line through the Audio Amplifier, which is connected between the sound blaster and the telephone line to amplify the blaster output, drive the telephone line acts as the buffer for sound blaster.

DIFFERENT PARTS OF IVRS
a) 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.
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.
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
b) RING DETECTOR
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). 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 311.

Figure 2
c) 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,
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.
DTMF DECODER (8870)

Figure 3
d) 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.
Audio Amplifier

Figure 4
e) 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 Switching

Figure 5
f) 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.
g) PERSONAL COMPUTER
The PC is a very important ingredient of the interactive voice response system. The codes pressed by the user are serially transmitted by the microcontroller to the PC via RS 232. A visual basic program controls MSCOMM and MMCONTROL, continuously polling the serial port for any input, when the microcontroller receives the first input signal the visual basics program runs the welcome wave file. It then waits for the codes which are transferred to the text boxes from the input buffer. This wave file is played by the visual basics program as the output from the sound card of the PC and is suitably amplified and is heard on the telephone.
SOFTWARE SUPPORT
VISUAL BASIC is an ideal programming language for developing sophisticated professional applications. The use of graphical user interface (GUI) enables user to interact with an application. Visual basic enables us to develop application that:
¢ Create read and write to text, database and binary files.
¢ Access database in format such as SQL, ORACLE, MS Access etc.
¢ Communicate with the application through the clip board dynamic data exchange, object linking and embedding.
¢ Use serial communication ports to communicate with modem and other devices.
The information needed by the user is stored in a database. Visual basic acts as user interface to access the information required by the client.
ORACLE is a programming language in which the required information is stored in a data base which is a collection of inter-related data. This inter-related data and set of programs is essentially a database management system. DBMS organizes and maintains the information.
MICROSOFT AGENT is a set of programmable software services that supports the presentation of interactive animated characters within the windows interface. MS agent enables software developers to incorporate a new form of user interaction known as conversation interface. In addition to the keyboard and mouse input, MS agent includes supports for speech recognition so that so application can respond to voice commands.

RECENT DEVELOPMENTS
SPEECH ENABLED-IVRS
Today IVRS applications allow self service to automated bank, account information, airline schedules and movie times. Automated speech recognition enhances the flexibility and power of IVRS applications. Today IVRS system can be mode more attractive by replacing the touch tone interfaces with speech enabled applications. Some applications recognize a very limited set of spoken letters and numbers that primarily represents the touch key pad. Most advanced application can enable recognition of more complex phrases and sentences spoken in conversational manner at a natural speed. With this speech enabled IVRS systems, the caller can obtain information and perform transactions by natural speaking.
The addition of speech recognition capabilities provides opportunities for incremental revenues, increases the variety of automated service delivered over the telephone and increases the demand for telephony equipment just as interactive touch-tone applications fuelled the development of new businesses; speech recognition is creating new opportunities for imaginative entrepreneurs.

COMMERCIAL APPLICATIONS OF IVRS
Business are currently using speech enabled IVRS in the following ways,
¢ Package tracking
¢ Stock quotes and trading
¢ Insurance claming
¢ Travel booking
¢ Pharmacy prescription refills
¢ Restaurant reservation information
¢ Banking transactions
¢ Social services administrations
¢ Delivery by government agencies

ADVANTAGES OF IVRS SYSTEM
¢ The addition of speech recognition capabilities help IVRS owners derive more benefit from their investment in existing IVRS resource.
¢ Motivating organizations to embrace speech solutions is the potential for dramatic reductions in operational cost.
¢ Increased automation frees the customer service agents from any routine administrative tasks and reduces cost related to customer service staffing. That is fewer agents are able to serve more customers.
¢ Resources that have been developed to support an internet presence can support an IVRS as well. Thus organizations can use some of the same data modules bid for speech enabled IVRS application for their intranets. This could deliver a high degree of code reuse.
DISADVANTAGES
¢ Defects of the Public Switched Telephone Network (PSTN) is applicable to IVRS also.
¢ Visual basic, the software used is platform dependent.
¢ In its present condition IVRS cannot be used in internet applications.
¢ The security measures adopted are also not up to the mark.

CONCLUSION
Interactive Voice Response System has been the latest technology, each provides the foundation for providing convenient new IVRS services for customers as well as reduced operational costs, improved customer satisfaction and retention, increased return on investment and a stronger market presence for the IVRS services provider. A speech interface gives caller more flexible navigation outputs that are less complex and more rigidly hierarchical touch tone menu options.
IVRS can be used in organizations to know about various departments, mode of working and levels of control. Hardware circuitry of IVRS is very compact and it can be used as a card in computer. By the wide spread of internet it is possible to know information from anywhere in the world with the advanced features of Interactive Voice Response System.

BIBILIOGRAPHY
1. David Benenaty. BELL LABS TECHANICAL JOURNAL- Vol- 1-Jan 2002-Wiley Publishers
2. Frenzel . COMMUNICATION ELECTRONICS- Principles & Applications-
3. Emmanuel .C.Ifeachor, Barrie.W.Jervis . DIGITAL SIGNAL PROCESSING “
4. interscience.wiley.com
5. intervoice.com



CONTENTS
1. INTRODUCTION
2. INTERACTIVE VOICE RESPONSE SYSTEM
3. DIFFERENT PARTS OF IVRS
4. RECENT DEVELOPMENTS
5. COMMERCIAL APPLICATIONS OF IVRS
6. ADVANTAGES OF IVRS
7. DISADVANTAGES OF IVRS
8. CONCLUSION
9. BIBILIOGRAPHY
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02-02-2010, 02:18 PM


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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.



IVRS BLOCK DIAGRAM
Figure 1


IVRS- INTERACTIVE VOICE RESPONSE SYSTEM
The IVRS on the whole consists of the user telephone, the telephone
connection between the user and the IVRS and the personal computer which
stores the data base. The interactive voice response system consists of the
following parts.
HARDWARE SECTION
1. Relay: For switching between the ring detector and the DTMF decoder.
2. Ring detector: To detect the presence of incoming calls.
3. DTMF decoder: To convert the DTMF tones to 4 bit BCD codes.
4. Micro controller: To accept the BCD calls, process them and transmit
them serially to the PC.
5. Level Translator: To provide the interface between PC and micro
controller.
6. Personal Computer: To store the data base and to carry out the text to
speech conversion.
7. Audio Amplifier: To provide audio amplification to standard output and to
act as a buffer between the telephone line and sound card.
SOFTWARE SELECTION


1.
2.
3.


Visual Basics 6.0
Oracle 8.0
Microsoft Agent



OPERATIONS OF IVRS
The user dials the phone number connected to the IVRS. The call is
taken over by the IVRS after a delay of 12 seconds during which the call can be
attended by the operator. After 12 seconds if the ring detector output is low, it is
ensured that the phone has not been picked up by the operator. The
microcontroller then switches the relay to the DTMF and sends a signal via RS
232 to the pc to run the wave file welcoming the user to the IVRS. The user is
also informed of the various codes present in the system, which the user dial in
order to access the necessary information.
Thirty seconds are given to the user to press the codes, failure of
which results in switch back of the relay. The DTMF decoder converts the codes
pressed by the user to BCD. It is then pressed to the input pins of the
microcontroller and is stored in the microcontroller memory. After these codes
have been received, they are transmitted serially to the serial port of the PC via
max232 IC. Any hardware failure in transmission falls in the lightning of a LED
and the relay is switched back.
The serial port of the PC is continually polled by the software used
such as Visual Basics and Microsoft Agent program and the received code words
are put in the text box from the input buffer. The received personal identification
number (PIN) is compared with the stored data base to determine the result. The
corresponding wave file is played by the sound blaster card. It is coupled to the
telephone line through the Audio Amplifier, which is connected between the
sound blaster and the telephone line to amplify the blaster output, drive the
telephone line acts as the buffer for sound blaster.


DIFFERENT PARTS OF IVRS
a) 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.
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
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Anu James
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14-05-2010, 10:18 AM

I need a project and implimentation on DTMF and Microcontroller PIC 16F877
Thanks for the IVRS report
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Sidewinder
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15-05-2010, 10:12 AM

Some of the available topics based on DTMF are :
topicideashow-to-dual-tone-multiple-frequency-dtmf-detector-implementation-full-report
topicideashow-to-dtmf-controlled-four-legged-robot
topicideashow-to-dual-tone-multi-frequency-dtmf-signaling
topicideashow-to-dtmf-signal-controlled-house-monitoring-system-hms-full-report?pid=15955#pid15955
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16-10-2010, 10:45 AM

Interactive Audio


Sound, Waves, the Ear
3D audio
Overview

Fundamentals of Sound
Psychoacoustics
Interactive Audio
Applications
What is sound?


Sound is the sensation perceived by the sense of hearing
Audio is acoustic, mechanical, or electrical frequencies corresponding to normally audible sound waves

Dual Nature of Sound


Transfer of sound and physical stimulation of ear
Physiological and psychological processing in ear and brain (psychoacoustics)

For more information about this article,please follow the link:
googleurl?sa=t&source=web&cd=2&ved=0CBwQFjAB&url=http%3A%2F%2Fcc.gatech.edu%2Fclasses%2FAY2002%2Fcs7497_spring%2FLectures%2Faudio.ppt&ei=wzO5TPyZGdWRjAeL0dmwDg&usg=AFQjCNGjjGuy3-SrqHJ_PoZabWfoQbRAuQ
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INTRODUCTION
IVRS is an important development in the field of interactivecommunication which makes use of the most modern technology availabletoday. IVRS is a unique blend of both the communication field and the softwarefield, incorporating the best features of both these streams of technology. IVRSis an electronic device through which information is available related to anytopic about a particular organization with the help of telephone lines anywhere inthe world.IVRS provides a friendly and faster self service alternative to speakingwith customer service agents. It finds a large scale use in enquiry systems ofrailways, banks, universities, tourism, industry etc. It is the easiest and mostflexible mode of interactive communication because pressing a few numbers onthe telephone set provides the user with a wide range of information on the topicdesired. IVRS reduces the cost of servicing customers.
IVRS BLOCK DIAGRAMIVRS- INTERACTIVE VOICE RESPONSE SYSTEM
The IVRS on the whole consists of the user telephone, the telephoneconnection between the user and the IVRS and the personal computer whichstores the data base. The interactive voice response system consists of thefollowing parts.
HARDWARE SECTION
1. Relay: For switching between the ring detector and the DTMF decoder.
2. Ring detector: To detect the presence of incoming calls.
3. DTMF decoder: To convert the DTMF tones to 4 bit BCD codes.
4. Micro controller: To accept the BCD calls, process them and transmitthem serially to the PC.
5. Level Translator: To provide the interface between PC and microcontroller.
6. Personal Computer: To store the data base and to carry out the text tospeech conversion.
7. Audio Amplifier: To provide audio amplification to standard output and toact as a buffer between the telephone line and sound card.
SOFTWARE SELECTION
1. Visual Basics 6.02. Oracle 8.03. Microsoft Agent
OPERATIONS OF IVRS
The user dials the phone number connected to the IVRS. The call istaken over by the IVRS after a delay of 12 seconds during which the call can beattended by the operator. After 12 seconds if the ring detector output is low, it isensured that the phone has not been picked up by the operator. Themicrocontroller then switches the relay to the DTMF and sends a signal via RS232 to the pc to run the wave file welcoming the user to the IVRS. The user isalso informed of the various codes present in the system, which the user dial inorder to access the necessary information.Thirty seconds are given to the user to press the codes, failure ofwhich results in switch back of the relay. The DTMF decoder converts the codespressed by the user to BCD. It is then pressed to the input pins of themicrocontroller and is stored in the microcontroller memory. After these codeshave been received, they are transmitted serially to the serial port of the PC viamax232 IC. Any hardware failure in transmission falls in the lightning of a LEDand the relay is switched back.The serial port of the PC is continually polled by the software usedsuch as Visual Basics and Microsoft Agent program and the received code wordsare put in the text box from the input buffer. The received personal identificationnumber (PIN) is compared with the stored data base to determine the result. Thecorresponding wave file is played by the sound blaster card. It is coupled to thetelephone line through the Audio Amplifier, which is connected between thesound blaster and the telephone line to amplify the blaster output, drive thetelephone line acts as the buffer for sound blaster.
DIFFERENT PARTS OF IVRS
a) MICRO CONTROLLERTHE ROLE OF MICRO CONTROLLER

The 8751 is the heart of the IVRS system. It controls the operation ofvarious parts of the IVRS system. When a telephone call is detected by the ringdetector, the micro controller switches the relay to the DTMF and sends a signalto the PC via RS 232 to run the wave file welcoming the user to the IVRS. Thenumber given by the user is decoded by the DTMF IC and is stored in thememory of the microcontroller. The code stored in the microcontroller is send tothe serial port. If any hardware failure occurs, it is the microcontroller which istaking necessary measures. The IVRS system makes use of a stand by computerso as to working 24hrs a day for customer satisfaction. In these cases themicrocontroller switches from the first computer to the second.
THE BASIC FEATURES
A microcontroller is meant to read data, perform limited calculationson the data and control its environment based on those calculations. Themicrocontroller 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 of0 to 4kb. There are four register banks with 8 registers each. The control registersused are TCON, TMOD, SCON, PCON, IP and IE. The program counter is 16bit while the status word and stack pointer is 8 bit. The 8751 has 4 parallel I/0ports. Hence the dual ports of these may be used as general I/O digital lines.Asystem clock generator using an external crystal and two external capacitors provide the required clock for the microcontroller. There are 5 INTERRUPTsources used by 8751 and each can be listed under any of the priority levels. The5 interrupts are listed below.
b) RING DETECTOR
he ring detector is connected directly to the telephone line throughthe relay which is controlled by microcontroller (8751). The function of the ringdetector is to detect if the telephone is ringing or not.The ring detector consists of op-amp LM 311 which acts as acomparator to convert 98 V (rms, 130 Vpp) ring signal to –5V (low level) stepsignal for the microcontroller’s INTO pin. The output of the comparator goeshigh 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 toswitch the relay to the dual tone multi frequency (DTMF 8870). The capacitorC1 blocks incoming DC and resistors RA and RB are the voltage dividers toreduce 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 actsas the DC value for the input signal which triggers the comparator. This chargedoes not get discharged easily due to high resistance R3, R4 and R5 are used asvoltage dividers to provide reference voltage of 2.5V to pin 2 of LM 311.
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28-03-2011, 11:18 AM


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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.
IVRS BLOCK DIAGRAM
IVRS- INTERACTIVE VOICE RESPONSE SYSTEM

The IVRS on the whole consists of the user telephone, the telephone connection between the user and the IVRS and the personal computer which stores the data base. The interactive voice response system consists of the following parts.
HARDWARE SECTION
1. Relay: For switching between the ring detector and the DTMF decoder.
2. Ring detector: To detect the presence of incoming calls.
3. DTMF decoder: To convert the DTMF tones to 4 bit BCD codes.
4. Micro controller: To accept the BCD calls, process them and transmit them serially to the PC.
5. Level Translator: To provide the interface between PC and micro controller.
6. Personal Computer: To store the data base and to carry out the text to speech conversion.
7. Audio Amplifier: To provide audio amplification to standard output and to act as a buffer between the telephone line and sound card.
SOFTWARE SELECTION
1. Visual Basics 6.0
2. Oracle 8.0
3. Microsoft Agent
OPERATIONS OF IVRS
The user dials the phone number connected to the IVRS. The call is taken over by the IVRS after a delay of 12 seconds during which the call can be attended by the operator. After 12 seconds if the ring detector output is low, it is ensured that the phone has not been picked up by the operator. The microcontroller then switches the relay to the DTMF and sends a signal via RS
232 to the pc to run the wave file welcoming the user to the IVRS. The user is also informed of the various codes present in the system, which the user dial in order to access the necessary information.
Thirty seconds are given to the user to press the codes, failure of which results in switch back of the relay. The DTMF decoder converts the codes pressed by the user to BCD. It is then pressed to the input pins of the microcontroller and is stored in the microcontroller memory. After these codes have been received, they are transmitted serially to the serial port of the PC via max232 IC. Any hardware failure in transmission falls in the lightning of a LED and the relay is switched back.
The serial port of the PC is continually polled by the software used such as Visual Basics and Microsoft Agent program and the received code words are put in the text box from the input buffer. The received personal identification number (PIN) is compared with the stored data base to determine the result. The corresponding wave file is played by the sound blaster card. It is coupled to the telephone line through the Audio Amplifier, which is connected between the sound blaster and the telephone line to amplify the blaster output, drive the telephone line acts as the buffer for sound blaster.
DIFFERENT PARTS OF IVRS
a) 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.
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.
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Interactive Voice Response System


.doc   Interactive voice response (IVR) .doc (Size: 925 KB / Downloads: 22)


Introduction

Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF keypad inputs.
In telecommunications, IVR allows customers to interact with a company’s database 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 prerecorded 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.
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.
It has become common in industries that have recently entered the telecommunications industry to refer to an automated attendant as an IVR. The terms, however, are distinct and mean different things to traditional telecommunications 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. The term voice response unit (VRU) is sometimes used as well.
Most of the services provided in today’s world are voice interactive, you call up your bank and computerized voice will speak to you, and guide you to enter a particular number from your phone to get the desired service. This service is only available through the fast speed computers and having huge amount of memory. We implemented interactive service for industrial applications.
You can switch on/off devices using your mobile phone or land line phone five numbers loads can be connected to the five relay provided. Not only you can switch on /off devices it will also dial out a telephone number in case of security threat or any safety or protection parameters goes beyond safety limit. In case of any of the above, for ex. Temperature of the machinery has gone beyond safety limit, the device will first switch off the plant and dials out the presorted telephone number and delivers the emergency message. It will dial out foe five times at the interval of one minute and again monitor the parameters, and if the parameters are not within limit again it will dial out. This cycle will repeat until the parameters become normal.
Application: this project and implimentation could be used for variety of purpose where you want to control something remotely.
A) Suppose you own a company and are three or more partners and are always traveling. You have an office located some where. And have a main server you do not want that somebody other then your partner should handle this server due to security reason. At the same time you do not want to keep your server all the time on so there this device comes to your help only requirement for this device is a parallel telephone connection. And of course power supply you can switch on your server remotely from any where in the world. When you dial the number where this device is connected with the server, after five number of bell ringing you will hear please enter your password. When you enter the password. If your password is correct then device will further respond otherwise without giving any further response device will disconnect you. If you number is correct you will receive these message
Press one for normal on off, press two for password change press three for telephone number change, press star to listen this menu again.
So if you press 1 and 1&1 you get message requested channel is on or 1&0 requested channel is off 1&2 to now the status of previously on or off channels similarly with all the five channels same combinations are applies you can press star(*) to go back to previous menu.
Now pressing two you can change the password and device will respond like this please enter your password and your password has been changed. Similarly by pressing three you can change telephone number and device will respond please enter new telephone number &your telephone number has been changed.
B) This was one example of this device similarly this could be used to control or switch on any process control machinery where all functions are automatic. Electric grid could be controlled remotely. Or automatic production machinery could be controlled even during odd hours with your mobile phone.
Security features of this device suppose there is fire at the machinery space this device will switch off the machinery first and the dial our pre stored number to your phone and will deliver the emergency message. And will keep dialing until you come and personally reset this device.

SYSTEM APPLICATIONS

• Airline / Railways / Bus Stations Arrival/Departure timings Reservation Status Telebooking.
• Banks/Financial Institutions Auto attendant Account status Balance Amount in the account Loan information etc.
• Telemarketing Market divisions of Industrial units
• Telesurvey Market research organizations
• Hotels Auto attendant Reservation Room availability status
• Retail stores Teleordering / Teleinformation
• Stock market Shares information
• Voice messaging Voice Mail

FEATURES

Wireless operation of electronic switches.
Interactive system
Acknowledgment is provided
On/off all electronic appliances
Accessing more number switches with ease
Security code to activate the system
User friendly system Wireless operation of electronic switches.
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