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.
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.
