IVR Basics: Part 4

IVR Basic commands

Checking license installed on the server
plicmon localhost

Converting wav files to mmf
wav2mmf –c 0 –f
wav2mmf –c 0 –f tempmmd *.wav

load and unload mmf files
vsh vmm mmfload test
vsh vmm mmfunload test
where test is the mmd,mmi file name.

load and unload mmf application wide
vsh vmm mmfload,applicationame test
vsh vmm mmfunload,testapp test
where test is the mmd,mmi file name and testapp is Name of the application.

Check the application status on IVR ports
tappman –c -p port -status
e.g.  tappman –c mps.1 -p201 –status

Assign application on IVR port
tappman –c -p -a assign start
e.g.  tappman –c mps.1 –p1-210 –a IRCTCMainVer1.2 assign start

Unassign application from IVR port
tappman –c -p kill unassign
e.g.  tappman –c mps.1 –p1-210 kill unassign

IVR Basics: Part 3

Application on MPS system

There are three major types of applications:

• Call processing applications are assigned to physical phone lines. A separate instance of both the application and VENGINE process is required for each physical phone line to which the application is assigned.

• Administrative applications perform system maintenance functions and support the call processing applications. They are not assigned with physical phone lines. However, they also require a separate instance of VENGINE for each instance of the application.

• Web-based applications perform many of the same functions as call processing applications, but through a browser interface over the World Wide Web. They are not assigned to physical phone lines.

MMF file:

A Multi-Media Format (MMF) file contains audio elements (vocabulary and Caller Message Recording [CMR]) and/or fax data. An individual message in an MMF file is called an element. One MMF file normally contains many elements. A single MMF actually consists of two files:

• The index file consists of element names, sizes and other attributes organized by means of Element Access Pointers (or EAPs) and has a .mmi extension.

• The data file contains audio data (audio, fax, Telecommunications Device for the Deaf (TDD) tones, and so on) and has an .mmd extension.

JSB: 

The Java Services Bridge (JSB) provides a message interface between Nortel Networks Interactive Voice Response (IVR) applications (created with PeriProducer) and any Java facility accessible through a Java API. With the JSB, a Nortel Networks application written in PeriProducer can call the static methods of any Java class, can instantiate new instances (create a new instance of an object) of Java classes, and can invoke the instance methods of an instantiated class. The JSB executes within the context of the Application Services Environment (ASE) as a standard service daemon.

IVR Basics: Part 2

DTMF:

DTMF (dual tone multi frequency) is the signal to the phone company that you generate when you press an ordinary telephone's touch keys. In the United States and perhaps elsewhere, it's known as "Touchtone" phone (formerly a registered trademark of AT&T). DTMF has generally replaced loop disconnect ("pulse") dialling. With DTMF, each key you press on your phone generates two tones of specific frequencies. So that a voice can't imitate the tones, one tone is generated from a high-frequency group of tones and the other from a low frequency group.

DNIS:

DNIS (Dialed Number Identification Service) is a telephone service that identifies for the receiver of a call the number that the caller dialed. DNIS works by passing the touch tone digits or DTMF (dual tone multi frequency) to the processing unit where a special facility can read and display them or make them available to the call processing application. DNIS tells the controlling program on this system which number was dialed.

IVR Software utilizes DNIS in several ways. First, IVR programs are initially invoked based upon the call's DNIS. Thus, a specific IVR program can be assigned to each identified phone number routed to a phone system. Once the IVR program has been invoked, it in turn can query the phone system to determine the number dialed. This is important when multiple phone numbers route to the same IVR program.

SS7 protocol:

Signaling System No. 7 (SS7) is a set of telephony signaling protocols which are used to set up most of the world's public switched telephone network telephone calls. The main purpose is to set up and tear down telephone calls. Other uses include number translation, prepaid billing mechanisms, short message service (SMS), and a variety of other mass market services.

SS7 signaling is termed Common Channel Signaling (CCS) in that the path and facility used by the signaling is separate and distinct from the telecommunications channels that will ultimately carry the telephone conversation. With CCS, it becomes possible to exchange signaling without first seizing a facility, leading to significant savings and performance increases in both signaling and facility usage.

TMS:

TMS (Telephony Media Server): The Nortel Telephony Media Server (TMS) is the core functional module of the MPS 1000. The basic TMS assembly contains local data processors, shared memory, digital signal processors (DSP) for basic resources, data network interfaces (Ethernet), and Computer Telephony (CT) bus interfaces for voice communications. The TMS is installed with at least one phone line interface, a Digital Communications Controller (DCC), in one of the four slots.

A single TMS can support up to eight digital T1 (24 channels/span for a total of 192 lines) or E1 (30 channels/span for a total of 240 lines) spans by using an individual DCC to connect to the Public Switched Telephone Network (PSTN).

IVR Basics : Part 1

Q 1: What is IVR ?

Interactive Voice Response (IVR) is a technology that allows a computer to detect voice and dual-tone multi-frequency signaling (DTMF) keypad inputs. IVR technology is used extensively in telecommunication. In telecommunications, IVR allows customers to access a company’s database via a telephone keypad or by speech recognition, after which they can service their own inquiries by following the instructions. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users 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. In telecommunications applications, such as customer support lines, IVR systems generally scale well to handle large call volumes.

Q 2: Why should we use IVR?

Using a well-made IVR application, you can offer your callers more than an automated answering service. IVR offers aopportunity for your company to stay in touch with your customers anytime, day and night. IVR allows your customers to order a product, request a catalog, find your closest store, access information about your company, or just offer an opinion about your business.

• IVR is always available - 24 hours a day/7 days a week.

• IVR supplies you with monthly usage reports and maintains vital information .

• IVR is very efficient and accurate.

Q 3: What is function of MSC?

The mobile switching center (MSC) is the primary service delivery node for GSM, responsible for routing voice calls and SMS as well as other services (such as conference calls, FAX and circuit switched data). The MSC sets up and releases the end-to-end connection, handles mobility and hand-over requirements during the call and takes care of charging and real time pre-paid account monitoring.

In the GSM mobile phone system, in contrast with earlier analogue services, fax and data information is sent directly digitally encoded to the MSC. Only at the MSC is this re-coded into an "analogue" signal (although actually this will almost certainly mean sound encoded digitally as PCM signal in a 64-kbit/s timeslot, known as a DS0 in America).

Q 4: What are the integral parts of Nortel Networks IVR?

• Speech recognition, speaker verification and speech synthesis.

• Fax data receival and transmission.

• Call referral.

• Database interface, Host Interface.

• Caller Message Recording (Voice Mail).

• Computer Telephony Interface.

• Voice over Internet Protocol (VoIP) and Session Initiation Protocol (SIP).

Q 5: How call is routed to IVR application ?

a) The caller places the phone call to the IVR system.

b) The call is routed through the Public Switched Telephone Network.

c) The call is then routed to the company’s Private Branch Exchange (PBX).

d) The call is routed from the PBX to the IVR. A PeriProducer application answers the call and interacts with the caller.

e) Calls may be transferred to Customer Care Representatives.