Ivrs India

A
PROJECT REPORT
ON
“INTERACTIVE VOICE RESPONSE SYSTEM”
SUBMITTED TO
UTTAR PRADESH TECHNICAL UNIVERSITY, LUCKNOW
IN PARTIAL FULFILLMENT OF THE REQUIREMENT OF THE AWARD
OF
THE DEGREE OF
BACHELOR OF TECHNOLOGY
IN
ELECTRONICS & INSTRUMENTATION ENGINEERING
(2009-10)
SUBMITTED BY:
AYUSH AGARWAL (0606432024)

BHUVNESH KUMAR (0606432027)
DEEPAK KUMAR MALIK (0606432031)
DHARAMJEET SINGH (0606432035)
UNDER THE GUIDANCE OF:

Mr. SANTOSH KUMAR AGRAHARI
H.O.D DEPT. OF ELECTRONICS & INSTRUMENTATION ENGG.
HCST, MATHURA
HINDUSTAN COLLEGE OF SCIENCE & TECHNOLOGY

ELECTRONICS & INSTRUMENTATION ENGINEERIN DEPARTMENT
FARAH, MATHURA
HINDUSTAN COLLEGE OF SCIENCE AND TECHNOLOGY
ELECTRONICS & INSTRUMENTATION ENGINEERING DEPARTMENT
1
DEPARTMENT OF
ELECTRONICS & INSTRUMENTATION ENGINEERING
CERTIFICATE
THIS IS TO CERTIFY THAT THE PROJECT ENTITLED

IS
SUBMITTED BY
AYUSH AGARWAL (0606432024)
BHUVNESH KUMAR (0606432027)
DEEPAK KUMAR MALIK (0606432031)
DHARAMJEET SINGH (0606432035)
IN PARTIAL FULFILLMENT OF REQUIREMENTS FOR

THE AWARD OF THE DEGREE OF B.TECH IN
ELECTRONICS & INSTRUMENTATION ENGG.
SUBMITTED IN HINDUSTAN COLLEGE OF SCIENCE
& TECHNOLOGY, FARAH-MATHURA. AFFILIATED
TO UTTAR PRADESH TECHNICAL UNIVERSITY,
LUCKNOW IN THE RECORD OF THEIR OWN WORK
DONE UNDER MY SUPERVISION AND GUIDANCE
DURING SESSION 2009-10
Mr. SANTOSH KUMAR AGRHARI Mr. ANUJ BHARDWAJ
[H.O.D.] [Project In-charge]
Mr. Amit Jain

[Project Guide ]

2
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.
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 upgradation.
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 small software running in the backend
while the other jobs are performed on the front end.

3
ACKNOWLEDGEMENTS
We feel extremely satisfied presenting this project report

entitled:-
We would like to give our acknowledgements and sincere
vote of thanks to S K Agrahari (HOD, EIE Department) for giving his
precious time and sharing his valuable knowledge in guiding us through
this project.
We would also like to thank Mr. Anuj Bharadwaj(Sr. Lecturer, EIE

Department) for being patient and listening to our project and also giving
his thoughts which were implemented by us in the project.
We feel highly obliged to thank our project guide Mr. Amit Jain
( Lecturer, EIE Department) for giving us his precious time and guiding
us in every step in order to make the project a success.
Last but certainly not the least we would like to thank our Department Lab in
charges and fellow students who helped us a lot in getting all the components
ready in time for testing of the project.

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TABLE OF CONTENTS
CERTIFICATE…………………………………………………….2
ABSTRACT………………………………………………………...3
AKNOWLEDGEMENT…………………………………………...4
LIST OF FIGURES………………………………………………..8
LIST OF COMPONENTS………………………………………...9
1 INTRODUCTION……………….……………….……11
2 DESIGN FLOW OF HARDWARE

AND SOFTWARE……………………….……………15
3 PICTURE OF THE PROJECT…………………….16
4 AIM OF THE
PROJECT……………………………..……………….17
5 BRIEF
HSTORY……………..………….…………………..…18
6 LITERATURE SURVEY/ TECHNOLOGICAL

SURVEY…………………………………………….…21

5
7 RECENT TRENDS & DEVELOPMENT IN THE
FIELD………………………………………...………....24
8 PRINCIPLE OF
IVRS…………………………………………….…...…..27
9 SEQUENCE FOLLOWED IN THE IVRS....……….29
10 GENERAL DESCRIPTION ABOUT

TELEPHONY………….…………………………..….33
11 RING DETECTOR………………….……….....…….36
12 DTMF DECODER…………………………..……….45
13 MICROCONTROLLER(ATMEL 89C2051)…...….48
14 SERIAL COMMUNICATION INTERFACE......…52
15 RELAY………….……………………………….…..54
16 VOLTAGE CONVERTER………..…..……...…....56
17 ON/OFF HOOK SIMULATOR…………….......…58

6
18 VOLTAGE REGULATOR 7805……………...……….59
19 AUDIO AMPLIFIER……………..…….…………..…..60
20 TRANSFORMER…………….………………......….….61
21 WORKING OF PROJECT ……………….….…….…..62
22 PROJECT PHASES..…….…….…….………..…...……64
23 TESTING…………..………………………...….……….68
24 USES………………………………..……..…….…….….73
25 ADVANTAGES…………………...……………………..75
26 DISADVANTAGES………………...……………..……..76
27 FUTURE ASPECTS………………..……….………..….78
28 INSIGHTIVR………………………...…..……...……….79
29 MICROCONTROLLER AT89C2051 ASSEMBLY

LANGUAGE PROGRAM……………………...……….83
30 REAL WORLD APPLICATIONS…………...…………86
31 CONCLUSIONS…………….……………….…….……106
32 WEBSITES USED ………….………………………....…107

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LIST OF FIGURES
FIG FIG. NAME PAGE

NO. NO.
1 Block Diagram Of IVRS 30,31
2 Ring Detector Ckt. Diagram 37

3 Ring Detector Block Diagram 41
4 DTMF Decoder 45
5 Functional Block Diagram DTMF 44
6 DTMF Decoder IC 46
7 Microcontroller 89C2051 49
8 Serial Communication Interface 53
9 Relay 55
10 Voltage Converter 56
11 On/Off Hook Simulator 58
12 Audio Amplifier 60
13 Project Phases 64
14 Audio Interface To Computer 70
15 Insight IVR Network Topography 80

8
LIST OF COMPONENTS
COMPONENTS SPECIFICATIONS QTY.

USED
Resistors 1
2. 2K 4
10K 1
56K 1
100K 1
390K
Capacitors 33pF(non electro) 2

0.01 F( no n electro) 1
0.1 F (non electro ) 1
0.47 F/250V 1
1 F/63V(electro) 1
10 F/63V( electro) 5
Diode 1N4148 1
Zener Diode 20V, 500mA 2
Transistor BC547 1
Relay 12V/200 1
Crystal Oscillator KDS 11.05928MHz 1

KDS 3.54832MHz 1
Optoisolator MCT2E 1
DTMF Decoder CM8870 1

9
RS232Driver/Receiver MAX232 1
Voltage Regulator LM7805 1

LM7812 1
Transformer 12V 1
RS232 Connector DB9 (female) 1
Cable RS232 1
Connector Two-wire Two-wire 3

Phone (female) 1
IC Base 6 pin 1
16 pin 1
18 pin 1
20 pin 1
PCB 1

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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.

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As TOFFLER says we are living in a THIRD WAVE SOCIETY i.e. an
information era, and world of automation has geared a sudden momentum
in our present times, and Interactive Voice Response System makes this
information transfer more interactive to user or customer and is totally
atomized.
IVRS has the capability to respond to the most frequently asked questions
and to provide the information required by you. Information and services
can be achieved through any touch-tone telephone.
IVRS is a unique blend of both the communication field and the software
field, incorporating the best features of both these streams of technology.
All suchtelephones become, in effect, computer terminals for retrieval of

information and service requests.
This capability greatly enhances any company's position, particularly

with the advances in hand-phones and the inevitable growth of wireless
communications for the general consumer.

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Functionality
Customer calls on a telephone number, the Voice System answers the

call, greets the customer and prompts for instructions via spoken menu.
In response to the caller's commands, database information may be
retrieved or service requests executed.
Responses to the caller are via pre-recorded digitized voice on computer.
Impact on Business
Increase customer service levels

Extend customer service hours
Improve information dissemination
Increase employee productivity
Secure voice conveyed transactions
Reduce operations cost
Industries Benefited
The Voice System has proved to be beneficial in the following industries:

-
Financial institution
Government
Transportation
Civil
Defense
Stock Markets
Insurance Courier companies and many others
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INTRODUCTION
What can be done using an Inter voice System?
When connecting an Inter-voice system 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 Inter voice?
Using Inter voice hardware and software, we have developed voice

automation applications, A simple Voicemail system is different from an
IVR in that it is person to person whereas an IVR is person to computer.
IVR could ask if the caller wishes to hear, edit, forward or remove a
message that was just recorded.
IVR 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.

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DESIGN FLOW OF HARDWARE AND SOFTWARE

15
PICTURE OF THE PROJECT-

16
What are interactive voice response (IVR) systems?
Interactive Voice Response (IVR) systems allow callers to interact with

the
communications 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?
IVR system should store responses made by callers.

Should be able to provide different responses to callers based on time of
day called. Should be able to capture either touch-tone or voice responses
by callers.
AIM OF THE PROJECT
We have decided to choose this topic “IVRS” because
• IVRS is a Acronym for Intelligent Voice Response System
• The system used is Intelligent for Interaction

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• Will consider the nature of the user, to provide the correct response.
• And will provide the user with all sorts of related information for his
concern
So we have decided it to implement this system for educational purpose
i.e. marks enrolment
BRIEF HISTORY OF IVRS
CALL centres originated as a cost-cutting measure by US companies

several decades ago, but they only really started to take off in the UK in
the 1970s.
The initial centres were in-house operations in larger organizations and

they tended to share and be formed by the same basic assumptions and
drivers.
The idea was that if you could cluster the majority of telephone based
contacts with the customer in a single department you could have people
focused just on call-related services.
Several advantages would follow. First, as a coherent department focused

on telephone services, such a ‘centre’ could be managed more
coherently.
A second motive was that through careful management of the centre, you
would inevitably get the benefit of having more calls handled by fewer
people.
The faster the operator could complete a call, the more efficient and
effective the contact with the customer was deemed to be," he explains.
Divide the number of calls by the number of operators, and you could see
at a glance how ‘efficiently’ your centre was operating.

18
The bigger the number, the better. The shorter the call duration and the
shorter the time to resolution, the better.
Second, it led to a high turnover in staff as people became burned out by

the pressure cooker atmosphere.
A third issue, which took rather longer for companies to grasp, was that
agents were not being given the opportunity to learn very much about the
customer, or to add much value to the customer’s relationship with the
organization.
In fact in many instances an emphasis on keeping call times as brief as

possible would actually cause the agent, at best, to sound impersonal and
unsympathetic to the customer.
At worst the experience would be decidedly unsatisfactory and would

possibly do lasting damage to the company’s brand and reputation in the
customer’s eyes.
Morrell points out that call centres were given a huge boost in the UK in
the 1980s when telecoms deregulation led to a fall in the price of fixed
line calls. Channeling contact to the customer through the telephone
became an even more cost effective option for companies.
Since the UK led the way in telecoms deregulation in Europe, this was a
major factor in the UK having more call centre seats than any country
with the exception of the US.
There were obvious problems with this approach. First, it led to a ‘sweat
the agent’ attitude, since the pressure was on to set call centre agents
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more and more ‘stretching’ targets by way of calls per hour that they
were supposed to complete.
We currently have in excess of 800,000 call centre places across the UK,
and the number is projected to go beyond 1,000,000 within the next three
years.
Colin Mackay, a Director of the industry body, the Call Centre Managers
Association (CCMA), points out that pioneering centre set up by Direct
Line and then by First Direct, proved how powerful these centres could
be for financial services organizations.
"It meant that they could reach large numbers of the public without the
requirement for sales people on the street," he said.
As Mackay notes, about 80% of the questions that people have about
financial services products, from mortgages to loans and insurance, can
be answered over the phone, without the need for a face-to-face meeting.
Operations such as Direct Line were able to demonstrate considerable

cost savings and efficiencies over conventional financial services product
distribution strategies.
Scotland and the north-east of England did very well out of the first two
decades of call centre operations in the UK. As Mackay explains, call
centre operators tended to favour regions outside the expensive south-east
of England, where building premises were far cheaper, and where there
was a reasonably well-educated potential work force.
The fact that the north-east of England and Scotland had seen a massive
decline in their heavy industries meant that there was also competitive
pressure for jobs, so wages were more competitive too, than down south.

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LITERATURE SURVEY/ TECHNOLOGICAL SURVEY
A Survey was carried by us was found that the system we are going to
implement is not present in any of the college in “Pune University”
Literature related to our topic is as follows:
• Interactive voice technology development

For telecommunications applications
A Speech and Acoustics Laboratory, NTT Human Intel face Laboratories,
Japan
• Efficient client–server based implementations of
mobile speech recognition services
Technologies used-
DTMF signals (entered from the telephone keypad) and natural language
speech recognition interpret the caller's response to voice prompts.
Other technologies include the ability to speak complex and dynamic
information such as an e-mail, news report or weather information using
Text-To-Speech (TTS). TTS is computer generated synthesized speech
that is no longer the robotic voice generally associated with computers.
Real voices create the speech in tiny fragments that are spliced together
(concatenated) before being played to the caller.
An IVR can be utilized in several different ways:
1. Equipment installed on the customer premise

2. Equipment installed in the PSTN (Public Switched Telephone
Network).
3. Application service provider (ASP).
4. Virtual Hosted IVR
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Many business applications employ this technology including telephone
banking, order placement, caller identification and routing, balance
inquiry, and airline ticket booking.
A simple Voicemail system is different from an IVR in that it is person to

person whereas an IVR is person to computer. IVR Voice forms can be
used to provide a more complex voicemail experience to the caller. For
example, the IVR could ask if the caller wishes to hear, edit, forward or
remove a message that was just recorded.
An Automatic Call Distributor (ACD) is often the first point of contact

when calling many larger businesses. An ACD uses digital storage
devices to play greetings or announcements, but typically routes a caller
without prompting for input.
An IVR can play announcements and request an input from the caller.
This information can be used to route the call to a particular skillset. (A
skillset is a function applied to a group of callcenter agents with a
particular skill)
Interactive voice response can be used to front-end a call center operation
by identifying the needs of the caller. Information can be obtained from
the caller such as account numbers.
Answers to simple questions such as account balances or pre-recorded

information can be provided without operator intervention. Account
numbers from the IVR are often compared to caller ID data for security
reasons and additional IVR responses are required if the caller ID data
does not match the account record.

22
The ability to use XML developed applications allows a Web server to
act as an application server, freeing the developer to focus on the call
flow.
It was widely believed that developers would no longer require

specialized programming skills, however this has been proven to be
misguided as IVR applications need to understand the human reaction to
the application dialogue. This is the difference between a good user
experience and IVR hell.
Higher level IVR development tools are available in recent years to

further simplify the application development process.
A call flow diagram can be drawn with a GUI tool and the application
code (VoiceXML or SALT) can be automatically generated. In addition,
these tools normally provide extension mechanisms for software
integration.
HTTP interface to web site and Java interface for connecting to a

database.
In telecommunications, an audio response unit (ARU) is a device that
provides
synthesized voice responses to touch-tone key presses (DTMF) by
processing calls base on
(a) the call-originator input,
(b) information received from a database, and
(c) information in the incoming call, such as the time of day.
ARUs increase the number of information calls handled and to provide

consistent quality in information retrieval.

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RECENT TRENDS AND DEVELOPMENT IN THE
FIELD
It has become more common in industries that have recently entered the
telecom industry to refer to an Automated Attendant as an IVR. This
means that when discussing an IVR application, it is important to ensure
that the person you are talking to understand the term to mean the same
thing as you do.
Generally-speaking, those with a traditional telecom background are

more likely to refer to an Automated Attendant and IVR as separate
things, whereas those from an Emerging Telephony or VoIP background
are more likely to use the term IVR to define any kind of telephony
menu, even the most basic Automated Attendant.
First IVR System / 1991
ITD successfully implemented the first interactive voice response systems

in
Turkey at Pamukbank*, Yapý Kredi Bank and Akbank.
First Digital IVR / 1992
ITD made the implementation of the first biggest digital IVR system in
Turkey.
First National Switch Center (BKM) / 1993
ITD has important contributions at the formation of the first and only
transaction switching system project of Turkey. The system is
implemented jointly by BKM, Deluxe Data International and ITD. This
EFT (Electronic Funds Transfer) switch provides ATM & POS sharing
capabilities among member banks and serves as a critical link between
First Introduction of CTI Concept / 1994

24
ITD introduced the first Computer Telephony Integration at Biliþim '94.
ITD became the distributor of Genesys's Computer
First Speaker Independent Voice Recognition / 1995
ITD realized the first speaker independent
irst Internet Integrated Call Center / 1998
ITD began to work on the first internet integrated call center project at
Garanti
Bank and successfully made the implementation in February '99.
First Speech Recognition System / 2000
ITD launched Turkey’s First Speech-Enabled Call Automation System in

July
2001 with Global Menkul Deðerler. Callers dial the main number,
respond to various voice prompts using the Turkish language, and tell the
system the company name
Interactive Voice Response (IVR) product, interactive technology that

allows a computer to detect voice and keypad inputs. IVR technology is
used extensively in telecommunications, but is also being introduced into
automobile systems for hands-free operation.
Current deployment in automobiles revolves around satellite navigation,

audio and mobile phone systems. In telecommunications, IVR allows
customers to access a company’s database via a telephone touchtone
keypad or by speech recognition, after which they can service their own
enquiries by following the instructions.

25
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.
It has become common in industries that have recently entered the

telecom industry to refer to an Automated Attendant as an IVR. The
terms Automated Attendant and IVR are distinct and mean different
things to traditional telecom 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.
 What are interactive voice response (IVR) systems?
Interactive Voice Response (IVR) systems allows callers to interact with

your communications 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 you to efficiently exchange
information, reducing clerical processing.

26
How It Works?
An IVR system talks to callers following a recorded script. It prompts a

response the caller 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?
1. IVR system should store responses made by callers.

2. Should be able to provide different responses to callers based on
time of day called.
3. Should be able to capture either touch-tone or voice responses by
callers.
DETAILS OF TOPIC AND ANALYSIS
 PRINCIPLE OF IVRS
Interactive voice response refers to technology supporting the interaction

of customer with the service provider generally over the telephone lines.
When a person wants to access any of the services of the Interactive

Voice Response System, he presses a number through his telephone
keypad. The pressed number appears across the line and the ring detector
circuit senses this ring.
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After a specified number of rings the relay is activated through the
microcontroller, which in turn connects the line to DTMF decoder.
The activation of relay causes the number pressed to appear across the
DTMF decoder.
The decoder decodes the number pressed and then the decoder output is
passed through the microcontroller to the computer.
Now, when the caller presses a number, the number pressed is decoded
by the DTMF decoder and passed to the computer through the
microcontroller using MAX232.
The computer recognizes the number and accesses the particular file from
the database to output the voice message.
The output voice is passed through the voice card where the digitized
serial data is converted into analog voice form and passed to the line. The
caller gets the information through the line.
In the computer we get the signal from hardware circuit and provide a
voice response automation on the telephone line via sound card output.
Output from the sound card is connected to the audio-coupling
transformer and then signal is coupled on the telephone line

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SEQUENCE FOLLOWED IN THE IVRS SERVICE
• Caller dials the IVRS service number.
• The computer waits for a specified number of ringing tones at the end of
which, the connection is established.
• The connection is established by lifting the handset of telephone base

from ONHOOK condition.
• Now, a pre-recorded voice greets the caller conforming that the number
dialled corresponding to the particular service.
• Next, the menu is presented to the caller again in the voice form, giving
him the various options to choose from.
• If the information to be relayed back is confidential, then the system

may even ask the dialler
, to feed in a password number.
• The database is accordingly referenced and the necessary information is

obtained.
• Next, the same information is put across to the user in voice.
• The caller generally given the option to :
a. Repeat whatever information was voiced to him.

b. Repeat the choices.
c. Break the call by restarting ON-HOOK condition

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BLOCK DIAGRAM OF IVRS

30
31
CIRCIUT DIAGRAM:-

32
GENERAL DESCRIPTION ABOUT TELEPHONY
Any telephone set will always be in any of the conditions mentioned

below:
 ON-HOOK
It is the state whenever telephone handset is placed on the cradle. During

this state, the telephone line is open circuit with the exchange and the
voltage of –48 V is available on each telephone line from the exchange.
 OFF-HOOK
This is the state whenever telephone handset is displaced from the cradle.
During this state the voltage level is between ± 5V to ± 12 V. The
telephone OFF – HOOK resistance is typically 600 Ω .
SIGNALING TONES
• Dial tone:
This tone indicates that the exchange is ready to accept dialed digits from
the subscriber. The subscriber should start dialing only after hearing the
dial tone. Otherwise, initial dialed pulse may be missed by the exchange
that may result in the call landing on the wrong number. The dialed
tone is 33 Hz or 50 Hz or 400 Hz continuous tones.

33
• Ring tone:
When the called party is obtained, the exchange sense out the ringing
current to thetelephone set of the called party.
This ringing current has the familiar double ring pattern.

Simultaneously, the exchange sends out the ringing tone to the calling
subscriber, which has the pattern similar to that of ringing current, the
two rings in the double ring pattern are separated by a time gap of 0.2s
and two double rings patterns by a time gap of 2s.The burst has duration
of 0.4s. The frequency of the ringing tone is 133 Hz or 400 Hz.
• Busy tone:
Busy tone is bursty 400 Hz signal with silence period in between. The
burst and silence duration has the same value of 0.75s. A busy tone is sent
out to the calling subscriber whenever the switching equipment or
junction line is not available to put through the call or called subscriber
line is engaged.
• Number unobtainable tone:
The number unobtainable tone is a continuous 400 Hz signal. This tone

may be sent to the calling subscriber due to a variety of reasons. In some
exchanges this tone is 400 Hz intermittent with 2.5s ON period and 0.5s
OFF period.
In analog electronic exchange it is 400 Hz pattern with 0.5s ON period

and 0.5s OFF period. In digital exchange it has 0.1s ON-OFF period at
400 Hz In the keypad ten keys of decimal digits are used to call required
number. The touch-tone telephone produces decade or DTMF signals for
DTMF type. The keypad produces twotone sinusoidal outputs.

34
Rows and columns determine the frequency. This keypad is working
with different frequencies but only two frequencies are transmitted at a
time. So
the signal coming from this type of telephone is called Dual Tone Multi
Frequency (DTMF).
TELEPHONE INTERFACE SECTION
It consists of following subsections:
 Ring Detector Section
Ring detector circuit does the function of detecting the ring activating
signals and then counts the number of rings.
 Ring activating signals
This is send by telephone exchange to the subscriber. This signal causes

an audio tone in the subscriber’s telephone set. This ring tone is an
alarming signal, which diverts the attention of the subscriber towards the
instrument. The ring signal produced at the central office is composed of
a 10v ac, 400Hz signal that is always present on the telephone line with
the handset in ON-HOOK position.
The ring-activating signal is |ON for 0.2 sec and the subscriber can hear
the sound of ring in that duration of time. For next 0.4 sec the ring-
activating signal goes OFF. Now the subscriber can’t hear the sound.
Again this repeats for six times with the pause of 2 sec.
Thus the subscriber hears six rings.
697Hz
770Hz
852Hz
941Hz

35
FEATURES OF PROJECT
1) Ring detection circuit.

2) Optoisolator for interfacing telephone line with
microcontroller.
3) DTMF decoder to decode number pressed on phone.
4) Microcontroller –heart of project used for serial interfacing
with PC and to
automate the telephone pick up process.
5) MAX232 driver/receiver for RS232 cable
6) Interactive Voice Response System Software in Visual Basic.
Ring Detector: -
 Ring Signal
When the central office want to make your telephone ring it will send an
AC ringing voltage to the line which will ring the bell in your telephone.
Most of the world uses frequencies in 20..40 Hz range and voltage in
40..150 volts range.
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.

36
The DC-resistance of typical telephone equipment is in 200-300 ohm
range and current flowing through the telephone is in 20-50 mA range.
Circuit: -

37
The ringing circuit used by us is same as used in modems.
The ring circuit must pass the ring signal information to microcontroller
and also provide electrical isolation between telephone line and
microcontroller. This ring detection is done using one optoisolator circuit.
The optoisolator output can be easily connected digital electronics

(microprocessor), but the optoisolator input side needs more electronics:
one capacitor for not letting DC to pass through optoisolator, one resistor
to limit the current passing through optoisolator diode and one reverse
connected diode in parallel with optoisolator diode to prevent negative
voltages from damaging the diode.
This is the basic ring detection circuit.

We have also used two zener diodes (usually 10-20V) 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 used by us.

38
Ring Information to microcontroller: -
Now after ring has been detected the microcontroller need to be informed
to do required task:
Picking up phone
Sending signal to PC that call has been made for IVR.
For this some components are added to above ring detection circuit. In
this the collector pin of optoisolator is connected to +5V supply through a
10K resistor and emitter is grounded. The collector terminal is also
connected to microcontroller pin no 16.
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).

39
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 C 2 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 IC.
When the called party is obtained, the exchange sense out the ringing
current to the telephone set of the called party.
This ringing current has the familiar double ring pattern.

Simultaneously, the exchange sends out the ringing tone to the calling
subscriber, which has the pattern similar to that of ringing current.
The two rings in the double ring pattern are separated by a time gap of
0.2s and two double rings patterns by a time gap of 2s.
The burst has duration of 0.4s. The frequency of the ringing tone is 133
Hz or 400 Hz.

40
41
DTMF Decoder: -
To decode the signal from tone generated by number we have used

DTMF decoder IC,
MT8870/CM8870 that provide the BCD equivalent of that number as
shown in table
We are using DTMF decoder in the following configuration:

42
FUNCTIONAL BLOCK DIAGRAM
Every time when DTMF registers the number the StD pin which is
initially at low goes high remains for few millisecond and then again goes
low which depends on the time constant set in circuit by value of R2*C7
combination used in DTMF configuration atDTMF pin 16 and 17 which
forms the steering circuit.
In R3 and R4 sets the gain ratio of 10:1 and C9 blocks the DC

component on telephone line to avoid any false detection.
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.
Any number pressed on the telephone in form tone, it is combination of

two frequencies (low and high) which are separated by filters and then
according to the following block diagram DTMF decodes the number
pressed.

43
44
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.
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.
Its features are:-
• Complete DTMF Receiver

• Low power consumption
• Internal gain setting amplifier
• Adjustable guard time
• Central office quality
• Power-down mode

45
46
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.

47
MICROCONTROLLER 89C2051: -
Following task are done by microcontroller in our hardware:
1 As power is switched on microcontroller is reset and sets the Mode and

the baud rate required for serial communication with PC.
2 Monitors ring detector circuit. When ring detector circuit gives low
signal to μC it picks up the phone by applying high signal to ON/OFF
hook simulator.
3 Microcontroller now informs the PC that call has been made by sending
character ‘A’ to the PC to activate IVRS software. Now μC checks the
StD pin status of DTMF decoder.
When StD is at logic high level means that a number has been
registered. So microcontroller reads it, and transmit that number hex
equivalent in binary format to PC through TxD pin (serial
communication).
4 Whenever the user press hash key (#) on telephone pad, then call is to
be
terminated or if user does not press any number for 70 sec then also call
is to be
terminated.
Microcontroller sends a low signal to ON/OFF hook switch simulator

to
terminate the call.
Then simultaneously sends ‘B’ to the PC to convey the information

that
call has been terminated, now software has to be ready for next call.
In our hardware microcontroller module circuit is as shown below:

48
49
 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.
50
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.

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Source Description
INTO Internal Request from P3.2 pin
Timer O Overflow interrupts from timer O
activated by flag TFO.
INT I External request from P3.3pin
Timer I Overflow interrupts from timer I
Serial Prot Completion of transmission and
reception of one serial frame activates
TI and RI
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.

52
• 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.
53
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 is used as a switch to provide the connection between the

telephone line and the voice card as well as the DTMF decoder.

54
55
VOLTAGE CONVERTER: -
Voltage Converter is nothing else but +5V multichannel Driver/ Receiver

IC – MAX232. In RS232, a '1' is represented by -3 to –25V,while a ‘0’
bits is +3 to +25 V.
For this reason, to connect any RS232 to a μC system we must use

voltage converters Such as MAX232 to convert the TTL logic level to
the RS232 voltage levels.
We need line driver (Voltage Converter) to convert the RS232’s signals

to TTL voltage level that will be acceptable to the μC TxD and RxD
pins.
So for efficient transmission the +5v is need to be converted to the

required level needed for transmission through RS232 cable (-10V and
+10V), which achieved by connecting capacitor as specified by MAX
2232 datasheet shown below:
APPLICATIONS-
Portable Computers
Low-Power Modems
Interface Translation
Battery-Powered RS-232 Systems
Multidrop RS-232 Networks

56
57
ON/OFF Hook Simulator:
When Logic low signal is obtained at μC pin 16, microcontroller put high
signal at pin no 19, which switch on the relay through transistor.
The relay output terminals are connected to the pins of Hook Switch,
which get shorted when we pick phone.

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VOLAGE REGULATOR
Voltage regulator ICs are available with fixed (typically 5, 12 and 15V)
or variable output voltages. The maximum current they can pass also
rates them. Negative voltage regulators are available, mainly for use in
dual supplies. Most regulators include some automatic protection from
excessive current (over load protection) and overheating (thermal
protection).
LM 7805 VOLTAGE REGULATOR
DESCRIPTION
These voltage regulators are monolithic circuit integrated circuit designed
as fixed voltage regulators for a wide variety of applications including
local, on card regulation. These regulators employ internal current
limiting, thermal shutdown, and safe-area compensation.
FEATURES
• Output current in Excess of 1.0 A
• No external component required
• Internal thermal overload protection
• Internal short circuit current limiting

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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.

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TRANSFORMER
Transformer is a major class of coils having two or more windings

usually wrapped around a common core made from laminated iron sheets.
It has two cols named primary and secondary. If the current flowing
through primary is fluctuating, then a current will be inducted into the
secondary winding. A steady current will not be transferred from one coil
to other coil.
Basic Transformer
Transformers are of two types:
1. Step up transformer
2. Step down transformer
In the power supply we use step down transformer. We apply 220V AC

on the primary of step down transformer. This transformer step down this
voltages to 6V AC. We Give 6V AC to rectifier circuit, which convert it
to 5V DC.

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WORKING OF THE PROJECT
• 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 then ‘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.

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• 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

63
Hardware
1. Basic Microcontroller based Hardware
_ To interface Telephone line
_ To provide various control signals

_ Give commands serially to PC

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2. Telephone Line Interfacing Circuit
_ Ring Detection Circuit
_ Protection Circuit
3. DTMF Decoder Circuit
_ To detect DTMF Pulses on telephone line
4. Audio Amplifier (optional)
_ to drive PC Sound Card audio output
Software
1. Basic Application 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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SOFTWARE TO BE USED:
• Visual Basic 6.0

• MS –Access 2003
ADVANTAGES OF USING VISUAL BASIC 6.0

• Office/VSTO development.
The Office object model was created with optional parameters, a feature
of VBA, in mind and makes heavy use of it. As Visual Basic supports this
it has an advantage over C#
• COM inter-op with older applications.
And in this case I am specifically referring to COM interop without a
complete type library, something common in VB6 or Visual FoxPro. This
is where Option Explicit Off is a great helper and time saver.
ADVANTAGES USING MS-ACCESS 2003
Although there is always overlap, the following rules might help when
deciding when or when not to use MS Access:
• MS Access is best used for long-term data storage and/or data sharing.
• MS Excel is best used for minor data collection, manipulation, and

especially
66
Visualization.
• SPSS is best used for minor data collection and especially data analysis.
• It is easy to export data from MS Access to Excel 􀃆 SPSS
• Cheap, readily available (packaged with MS-Office Premium).
• Easy to use (relative to other systems –Oracle may require one FTE to
maintain
the server as a database administrator and another FTE to serve as an
application
developer).

67
TESTING
We have worked over our project in different modules. During testing we

encountered many problems and debugging of those is discussed in this
section.
1. Ring Detector Module :-
We have designed a stand-alone circuit shown in FIGURE to test the

output o f the Opto isolator I C. The following observations were made:
-Output voltage at collector Pin of MCT2E
+5.0V when No Ring Signal.
+ 3.2V when Ring Signal at Line.
2. Hook Switch Testing :-

We de-so ldered the Hook Switch o f the telephone PCB to know how it
is switching from On to Off state or vice versa. Ho ok Switch works in
following manner: -

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3. DTMF Decoder Testing :-
We connected the LED’s at DTMF output pins Q3-Q0 and at StD pin.
Whenever any key is pressed o n keypad than the corresponding LED’s
glow at pins Q3-Q1 and LED connected to StD pin change from low to
high and then to low, the transition is very fast but visible.

69
Audio Interface form Computer to Telephone line: -
To send the voice data from PC over Telephone line

we use the direct coupling.
If we connect audio output directly to Mic wires of the handset Voice
level is attenuated, noiseless.
If we connect audio output directly to speaker wires of handset Voice
level is better than first.
If we connect audio output directly to the main telephone line Voice level
is better than both.
Whose circuit configuration is as shown: -

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DEBUGGING
Problem1: -
The DTMF stops responding whenever we connect any pin of the serial
port
of PC is connected through RS232 cable to our circuit.
Solution: -
First we assume that the voltage at serial port is interfering in the

circuit but when we connect only ground pin to the circuit than also it
stops responding.
We think that this problem is due to unavailability of the proper

earthing then we check the circuit in college where the earthing is proper
but problem remain unchanged.
Now we think that the MAX232 driver is creating the problem in

DTMF part than we remove the DTMF part from the circuit and check
the serial data received on serial watcher. The RS232 port is not creating
any problem.
By isolation method of testing and referring the datasheet of DTMF

we change the Input components of DTMF as shown in fig.

71
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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
dialled (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 realised 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.
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Information 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 witheld or unavailable, the caller can be

asked to indentify themselves by other methods such as a pin number or
password.
These are used in many hospitals and large business to reduce the caller
waiting time.
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.
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 authencity. Applications include patient
randomization and drug supply management.

74
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.

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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 computingbudgets 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 menus.
APPLICATIONS
8.1 BANKING & 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
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• 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
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• 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 Center
FUTURE ASPECTS
In future, the concept of Interactive Voice Response System can be used

in various transport departments like Bus transport, Metro rail, Railways
and Airports as the transport companies not only need to be fast and
responsive, but also need to provide customers with an easily accessible
information system providing:
• Information Enquiry
• Schedule Enquiry
• SISR Information Enquiry
• Teleticketing System
So, in near future, all the information regarding routes, timings etc. will
be known through the Interactive Voice Response System.
Also, this concept may be implemented in Cinema halls and Multiplexes

where the caller will get to know the timings of his favourite movies as
well as he can book his tickets through this system.

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What is Insight IVR?
Insight IVR is a powerful software that allows companies to turn their

vision of an interactive call flow into reality. The software consists of
two main parts:
- The Call Handling Engine

- The Application Generator
Insight IVR is built on a software platform that has been developed over
the last 20 years. The product has been proven around the world to be
flexible, robust, and reliable.
Insight IVR provides voice messaging capabilities whereby callers can

access the IVR system, leave messages, retrieve messages, and review
messages.
IVR also enables customer prioritisation. In a system whereby individual

customers may have a different status, for example, a bronze, gold or
platinum card holder, the service will automatically prioritise the
individuals call and, in the case of a platinum card holder, move them to
the front of the calling queue.
Each message is individually dated and time stamped and kept in the
order they were received.
There is no limit to how long a message can be, and as soon as the
message is left, it is available for your IVR application to access.
• Eliminates the need to record prompts

• Allows for quick, on-the-fly changes to a script
• High-quality, Professional Sounding Voice

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80
The diagram above depicts Insight’s typical network topography. The
IVR system is connected to a telephone network through which it can
send and receive calls. Since Insight now supports direct VoIP
connectivity, your system can also be stationed anywhere with an Internet
connection. For example, a call originating from India can terminate
directly via IP to an IVR Server in the United States.
THE CALL HANDLING ENGINE
• Handles both TDM and VoIP without the need for a gateway
• Handles up to 4 million calls per day on a single system
• “Pay as you grow” allows you to start with 4 ports and scale up to
480 ports as your business grows
• Handles up to 100 different applications on a single system
• Every Call is Answered Immediately
• Port settings can be changed on the fly
• On-screen Call statistics
• Remote Diagnostics and support
THE APPLICATION GENERATOR
System Features
• Text to Speech
• Speech Recognition
• Touch Tone Detection
• Database Interaction
• Voice Messaging
• Call Transferring
• Voice To Email

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• Fax To Email
• Email
• Read/Write Text File
• Launch Program
Some Industries that Use Insight IVR
• Information Provider Company
• Human Resources Department
• Help Desk Applications
• Cable TV Company
• Retail Business
• Order Entry Applications
• Insurance Company
• Healthcare Industry
• Telecommunication Companies
• Transportation Industry
• Utility Companies
• Schools, Colleges & Universities
• Financial Institutions
• Financial Services Company

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 MICROCONTROLLER AT89C2051 ASSEMBLY
LANGUAGE PROGRAM
#include<reg52.h>
STD EQU P1.3 ;

Q3 EQU P1.2
Q2 EQU P1.1
Q1 EQU P1.0
Q0 EQU P3.7
RELAY EQU P1.7
RING EQU P1.4
ORG 20H ;
DTMF: DB 1
D0 BIT DTMF.0
D1 BIT DTMF.1
D2 BIT DTMF.2
D3 BIT DTMF.3
ORG 0000H
MOV SP,#60H
MOV PSW,#00H
CLR RELAY
MOV TMOD,#20H
MOV TH1,#0FDH
MOV SCON,#50H
SETB TR1
MAIN: SETB STD
SETB RING
JB RING,$ ;
AJMP PICK_PHONE
PICK_PHONE:
CALL DELAYS ;
MOV R2,#0AH
TP3: MOV R0,#0FFH
TP2: MOV R1,#0FFH
TP1: JNB RING,INFORM
83
DJNZ R1,TP1
DJNZ R0,TP2
DJNZ R2,TP3
AJMP DISCONN
INFORM: SETB RELAY ;
CALL DELAY
MOV A,#'A' ;
TASK: CALL TRANS
SETB STD
MOV R2,#0FFH
TA3: MOV R0,#0FFH
TA2: MOV R1,#0FFH
TA1: JB STD,TASK1
DJNZ R1,TA1
DJNZ R0,TA2
DJNZ R2,TA3
AJMP DISCONN
TASK1: CALL READ
MOV A,DTMF
CJNE A,#0CH,CHECK1
AJMP DISCONN
CHECK1: CJNE A,#0AH,CHECK2
MOV A,#30H
AJMP TASK
CHECK2: CJNE A,#0BH,CHECK3
MOV A,#40H
AJMP TASK
CHECK3: ADD A,#30H
AJMP TASK
TRANS:MOV SBUF,A
JNB TI,$
CLR TI
RET
DELAYS:MOV R2,#0AH
EP3: MOV R0,#0FFH
84
EP2: MOV R1,#0FFH
EP1: NOP
DJNZ R1,EP1
DJNZ R0,EP2
DJNZ R2,EP3
RET
DISCONN: MOV A,#'B'
CALL TRANS
CLR RELAY
CALL DELAY
CALL DELAY
AJMP MAIN
READ: MOV DTMF,#00H

SETB Q0
SETB Q1
SETB Q2
SETB Q3
JNB Q0,VB1
SETB D0
VB1: JNB Q1,VB2
SETB D1
VB2: JNB Q2,VB3
SETB D2
VB3: JNB Q3,VB4
SETB D3
VB4: JB STD,$
RET
DELAY:MOV R0,#0FFH
REP2: MOV R1,#0FFH
REP1: NOP
DJNZ R1,REP1
DJNZ R0,REP2
RET
END

85
Real World Applications
• Quiz
• Music Messaging
• Speech Recognition Debit Card Platform
• Zee Business Baazigar
• Voice Messaging
• Automatic Payment Reminder
• Virtual Calling Card
• Customer Service
• Polling
86
Quiz
A Quiz game show was required based on the concept of famous

television game show “WHO WANTS TO BE MILLIONAIRE” for
PSTN Network.
The Insight Solution
The caller calls into a specified “quiz” number. Caller is asked
different questions one by one.
Then the caller is informed of his score (achieved from correct answers)
at the end of each call, along with his cumulative score over a period.
The aim of the quiz is to reward the caller who gets most questions right.
The quiz contains questions on topics like Movies, Sports and General
Knowledge.
The questions are of varying toughness. Points are awarded to customers

according to the difficulty level of the question
87
88
Railways Speech Recognition
Customer Application
Railway handles two kinds of enquiries viz., arrival/Departure Enquiry and Reservation
Status Enquiry. Earlier Both Arrival/Departure Enquiry and Reservation Status
Enquiry were handled manually. An application was required to automate it.

IVR asks caller whether he wants to enquire Arrival/Departure status or Reservation
Status. In case of reservation status, the call is handled by Reservation Status
Enquiry IVR. If caller opts for the Arrival / Departure Enquiry then the caller is asked
whether he knows the Train Number or he knows the Train Name. In case caller opts
for the Train Number option, he is asked to enter the Train Number from touch tone
phone and is informed of arrival/departure status of entered train number. If caller
opts for the Train Name option then the caller is asked to say the “Train Name” and
either “Arriving”, if he wants to know the arrival details of the Train or “Departing”, if he
wants to know the departure details of the Train. The caller’s speech is recognized
and the caller is informed of corresponding train details from database.

89
Voice Messaging
A unique message dedication service was

required where a person can send a
personalized voice message to another person
for desired at a desired date and time .

Caller calls a predefined number which then
takes him through an interactive voice
response system (IVRS). There he is prompted
to record his personalized message. Caller
then enters his phone number, destination
number and specific date & time when he
wants to send the message. Message will be
played to destination number on desired date
and time and caller will be sent a confirmatory
SMS on his mobile of delivered message.
90
Automatic Payment Reminder

An application was required which can

automatically remind users of their
pending bill payments as their due
date approaches.
IVR Picks a Telephone number from

the Database whose payment is due.
System dials that number and if
connected plays the pre recorded
message that your bill payment is
due…Please pay the amount early to
avoid disconnection. System tries all
numbers a specified number of times
until the call made to them is
successful.

91
Customer Service Application

An application was required to service the valid account

holders regarding their queries and alert them if they are
approaching their account expiry. Account Holder should be
given assistance even in night when no Customer Service
Representative is available.

IVR works differently according to day and night. During day hours, if an
account holder calls in with his query, he is authenticated through his account
numbers. If authenticated, he is reminded of approaching expiry of his account if
time left in expiration is less than 3 months and then he is connected to his
particular service representative for his Query. If his account has already
expired then he is connected to operator to renew his account. During night
hours, if an account holder calls in, he is asked to record his query with his
account number. The technical representative is immediately alerted of the
message on his mobile/pager. Technical representative can also call into the
system to listen to all the recorded messages and service them accordingly.

92
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.
Call centers use IVR systems to identify and segment callers.
The ability to identify customers allows the ability to tailor services

according to the customer profile.
It also allows the option of choosing automated services. Information 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 computer telephony integration (CTI) will allow the IVR
system to look up the caller line identification (CLI) on a network
database and identify the caller.
This is currently accurate for about 80% of inbound calls. In the cases
where CLI is withheld or unavailable, the caller can be asked to identify
themselves by other methods such as a PIN or password.
The use of DNIS will ensure that the correct application and language is
executed by the IVR system.

93
CTI allows a contact center or organisation to gather information about
the caller as a means of directing their inquiry to an appropriate agent.
CTI can also extract important or relevant information about the

individual customer from the database, making for a more effective and
efficient service.
The use of IVR and voice automation enables a company to improve its
customer service and lower its costs, due to the fact that callers’ queries
can be resolved without the cost of a live agent who, in turn, can be
directed to deal with specific areas of the service.
If the caller does not find the information they need, or require further
assistance, the call is then transferred to an agent who can deal with them
directly through CTI integration.
This makes for a more efficient system in which agents have more time to
deal with complex interactions, for example, customer retention, up
selling, cross selling and issue resolution.
This way, the customer is more likely to be satisfied with a personalised

service and the interaction is likely to be more fulfilling and rewarding
for the agent, as opposed to dealing with basic enquiries that require
yes/no responses, such as obtaining customer details.
Employee satisfaction is important in the telecommunications industry

due to the fast turnover of staff, IVR is therefore one way of retaining a
workforce and allowing them to do a more effective job.
IVR also enables customer prioritisation. In a system whereby individual

customers may have a different status.

94
for example, a bronze, gold or platinum card holder, the service will
automatically prioritise the individuals call and, in the case of a platinum
card holder, move them to the front of the calling queue.
Voice-Activated Dialers
(VAD) Voice-activated IVR systems are now used to replace the

switchboard or PABX (Private Automatic Branch eXchange) operators
and are used in many hospitals and large businesses to reduce the caller
waiting time.
An additional function is the ability to allow external callers to page

hospital staff and transfer the inbound call to the paged person.
Entertainment and Information
The largest installed IVR platforms are used for applications such as tele-
voting on TV game shows such as Pop Idol and Big Brother which can
generate enormous call spikes.
Often the network provider will have to deploy Call gapping in the Public
network to prevent Network overload.
The following are some of the more common uses of an IVR:
• Mobile (Pay as you go Top up)
• Telephone Banking (Balance, payments, and transfers)
• Mobile Purchases (particularly for mobile content, such as

ringtones and logos)

95
• Caller identification and routing
• Order Placements (Credit Card Payments)
• Airline (Ticket booking, Flight arrivals, Flight departures,

Checkin)
• Adult entertainment (Dating, Chat line etc)
• Weather forecasts
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. Users are given a passcode to access
their results.
Clinical Trials
IVR systems are used by pharmaceutical companies and contract research
organizations to conduct clinical trials and manage the large volumes of
data generated.
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.

96
Outbound Calling
IVR systems can be used for outbound calls, as IVR systems are more
intelligent than Dialler systems, they can recognise different line
conditions.
• RNA Ring No Answer
• Answered by Voicemail or Answering machine (In this

circumstances they can leave a message)
• Fax Tone (IVR can leave a Fax Message based upon a TIFF
Image)
• Answer (IVR can tell the customer who is calling and ask them to
wait for an agent)
• Recognise Divert messages and abandon call.
IVR uses Call Progress Detection to monitor Line conditions, and report
to the IVR Database.
Technologies Used
DTMF signals (entered from the telephone keypad) and natural language
speech recognition interpret the caller's response to voice prompts.
Other technologies include the ability to speak complex and dynamic

information such as an e-mail, news report or weather information using
Text-To-Speech (TTS).
TTS is computer generated synthesized speech that is no longer the

robotic voice generally associated with computers

97
Real voices create the speech in tiny fragments that are spliced together
(concatenated) before being played to the caller.
An IVR can be utilized in several different ways:

1. Equipment installed on the customer premise
2. Equipment installed in the PSTN (Public Switched Telephone

Network)
3. Application service provider (ASP).
4. Hosted IVR
A simple voicemail system is different from IVR in that it is person to

person whereas an IVR is person to computer.
IVR voiceforms can be used to provide a more complex voicemail

experience to the caller.
For example, the IVR could ask if the caller wishes to hear, edit, forward
or remove a message that was just recorded.
An automatic call distributor (ACD) is often the first point of contact

when calling many larger businesses.
An ACD uses digital storage devices to play greetings or announcements,

but typically routes a caller without prompting for input.
An IVR can play announcements and request an input from the caller.
This information can be used to profile the caller and route the call to an
agent with a particular skillset.
A skillset is a function applied to a group of call-center agents with a

particular skill.)

98
Interactive voice response can be used to front-end a call center operation
by identifying the needs of the caller. Information can be obtained from
the caller such as account numbers.
Answers to simple questions such as account balances or pre-recorded

information can be provided without operator intervention.
Account numbers from the IVR are often compared to caller ID data for
security reasons and additional IVR responses are required if the caller ID
data does not match the account record.
IVR call flows are created in a variety of ways. A traditional IVR

depended upon proprietary programming or scripting languages, whereas
modern IVR applications are structured similar to WWW pages, using
VoiceXML[1], CCXML[2], SRGS[3], SALT or T-XML languages.
The ability to use XML developed applications allows a Web server to

act as an application server, freeing the developer to focus on the call
flow.
It was widely believed that developers would no longer require

specialized programming skills, however this has been proven to be
misguided as IVR applications need to understand the human reaction to
the application dialogue. This is the difference between a good user
experience and IVR hell.
Higher level IVR development tools are available in recent years to

further simplify the application development process.

99
A call flow diagram can be drawn with a GUI tool and the application
code (VoiceXML or SALT) can be automatically generated.
In addition, these tools normally provide extension mechanisms for

software integration, such as HTTP interface to web site and Java
interface for connecting to a database.
In telecommunications, an audio response unit (ARU) is a device that

provides synthesized voice responses to touch-tone keypresses (DTMF)
by processing calls based on
(a) the call-originator input,
(b) information received from a database, and
(c) information in the incoming call, such as the time of day.
ARUs increase the number of information calls handled and to provide

consistent quality in information retrieval.
Outsourcing vs. Contact Center Automation
Contact Centres are very expensive to run, and can be seen as a drain on
companies' operations.
Contact Centres are usually seen as Cost Centres; however the ability to
up sell services and products can reduce operational expenditure.
Methods of reducing Contact Centre running costs include outsourcing

and automation.
Outsourcing to other countries can reduce operational expenditure by as

much as 30%, however, differences in culture and language can prove

100
problematic for customers, whose dissatisfaction can lead to customer
complaints and loss of business.
Also it is more difficult to upsell to customers from foreign Contact

Centres.
Automation in a Contact Center can also reduce operational expenditure

by around 30% though the introduction of technologies such as customer
profiling, CTI, and IVR using speech recognition.
The use of automation in the contact center promotes efficiency, allowing

contact centers to be located in the country from which the call is
originated.
Customer satisfaction can be monitored by the use of customer survey

applications. The information from survey applications can be used to
improve customer service.
VoIP
The increased usage of VoIP in voice networks is likely to affect how
IVR will be used in voice networks, this is due to the introduction of
protocols such as SIP.
The introduction of SIP means that point to point communications is no

longer restricted to voice calls but can now be extended to multimedia
technologies such as video.
This will bring a new meaning to automated services as IVR extends its
reach to video calls.
Many IVR manufacturers are currently working on IVVR (Interactive

Voice and Video Response) systems, especially for the mobile phone
networks. The use of video will give IVR systems the ability to use
graphical and video information to assist the caller.
The introduction of video IVR may allow systems in the future the ability
to read emotions and facial expressions.
101
It may be used to identify the caller, using technology such as Iris scan or
other biometric means. Recordings of the caller may be stored to monitor
certain transactions, and will be used to reduce identity fraud.
Unified Communications in the SIP Contact Center
With the introduction of SIP Contact Centers, Automation has finally

come of age. Calls arriving at a SIP contact Center must now be queued
against a SIP IVR system.
Call Control in a SIP Contact Center is controlled by VXML scripting

which is an extension of the language used to write modern IVR
Applications.
As calls are queued in the SIP Contact Center the IVR system can
provide Treatment, Automation, Wait for a fixed period, or play music.
Inbound Calls to a SIP Contact Center must be queued or terminated
against a SIP end Point.
In addition SIP IVR systems can be used to replace agents directly by the
use of BBUA (Back to Back User agents).
Interactive Messaging Response (IMR)
As communications have migrated to multimedia so has Automation. The

introduction of Instant Messaging (IM) in Contact Centers is starting to
take off. Agents can handle up to 6 different IM conversations at the same
time and so agent productivity is increasing.
IVR systems are now starting to handle IM conversations using existing

Speech Recognitian Technology.

102
This is different from email handeling as email automated response is
based on key word spotting.
IM conversations are different to email as IM is conversational. The use

of texting abbreviations and smilies requires different grammars than
those currently used for speech recognition.
IM is also starting to replace texting on Multimdeia Mobile handsets and

is expected to become more widely used.
Hosted vs. On-Premise IVR
With the introduction of Web services into the Contact Center,

integration has been simplified. The use of Web based applications allow
IVR applications to be hosted remotely from the Contact Center.
This allows the use of hosted IVR applications using speech to be made
available to smaller Contact Centers across the globe and is likely to lead
to an expansion of ASP (Application Service Providers).
IVR applications can also be hosted in the public network, which do not
require contact centre integration.
This will include public announcement messages or message services for

small business.
It is also possible to use two prong IVR services where the initial IVR
application is used to route the call to the appropriate contact centre.
This can be used to balance loading across multiple contact centres or

provide business continuity in the event of system outage.

103
Criticism
IVR is sometimes criticized as being unhelpful and difficult to use due to

poor design and lack of appreciation of the caller's needs.[4]
Some callers object to providing voice response to an automated system

and prefer speaking with a human respondent.
Companies have also been criticized for using IVR to reduce operational
costs but not offering similar services using agents.
Such methods tend to frustrate customers who feel that their right to
speak to an agent is being restricted.
Companies that deploy such services tend to ignore customer opinion.

Such services are used in debt recovery and giveaways (Such as Concert
tickets, Satellite/Cable Receivers etc).
Interactive Voice Response Services Typical Applications
In Today’s world everything needs to be done from the comfort of one’s

home or office. For this application is prepared in such a way that they
can be easily accessed through computers.
In the same way our project’s aim is to provide the entire information to
the user at the tip of his fingers.
Due to this project the traditional manual way of handling the customers
queries will be handled in a more technological and automated way.

104
This type of system performs operations similar to that of a human
telephone operator. The USP of the project is its relevance to the field of
telephony and its cost that will be bearable even by a small concern due
to its simpler and easily available components.
Scope Of The Project:
In today’s world everything needs to be done from the comfort of one’s

home or office. For this application is prepared in such a way that they
can be easily accessed through computers.
In the same way our project’s aim is to provide the entire information to
the user at the tip of his fingers.
Due to this project the traditional manual way of handling the customers
queries will be handled in a more technological and automated way. This
type of system performs operations similar to that of a human telephone
operator.
The USP of the project is its relevance to the field of telephony and its
cost that will be bearable even by a small concern due to its simpler and
easily available components.

105
CONCLUSION
To conclude this report we present a summary of the work done till

now. Right from the conceiving the idea of designing a device that can
trace a line and move accurately on it all the group members took
initiatives to search for the strategy that should be employed in
designing the device.
The system designed 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 will

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 our system.

106
WEBSITES USED:-

www.atmel.com

www.seimens.com

www.philipsemiconductors.com

www.howstuffworks.com

www.alldatasheets.com

www.efyprojects.com

 www.wikipedia.org

107

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A

AYUSH AGARWAL (0606432024)

UNDER THE GUIDANCE OF:

HINDUSTAN COLLEGE OF SCIENCE & TECHNOLOGY

“INTERACTIVE VOICE RESPONSE SYSTEM”

IN PARTIAL FULFILLMENT OF REQUIREMENTS FOR

Mr. Amit Jain

HINDUSTAN COLLEGE OF SCIENCE AND TECHNOLOGY

Interactive Voice Response System (IVRS) is one of the most important

IVRS is an electronic device through which information is

The IVRS system which will be designed will consist of simple

HINDUSTAN COLLEGE OF SCIENCE AND TECHNOLOGY

We feel extremely satisfied presenting this project report

We would like to give our acknowledgements and sincere

vote of thanks to S K Agrahari (HOD, EIE Department) for giving his

precious time and sharing his valuable knowledge in guiding us through

We would also like to thank Mr. Anuj Bharadwaj(Sr. Lecturer, EIE

HINDUSTAN COLLEGE OF SCIENCE AND TECHNOLOGY

2 DESIGN FLOW OF HARDWARE

3 PICTURE OF THE PROJECT…………………….16

6 LITERATURE SURVEY/ TECHNOLOGICAL

HINDUSTAN COLLEGE OF SCIENCE AND TECHNOLOGY

9 SEQUENCE FOLLOWED IN THE IVRS....……….29

10 GENERAL DESCRIPTION ABOUT

14 SERIAL COMMUNICATION INTERFACE......…52

17 ON/OFF HOOK SIMULATOR…………….......…58

HINDUSTAN COLLEGE OF SCIENCE AND TECHNOLOGY

21 WORKING OF PROJECT ……………….….…….…..62

29 MICROCONTROLLER AT89C2051 ASSEMBLY

30 REAL WORLD APPLICATIONS…………...…………86

32 WEBSITES USED ………….………………………....…107

HINDUSTAN COLLEGE OF SCIENCE AND TECHNOLOGY

FIG FIG. NAME PAGE

2 Ring Detector Ckt. Diagram 37

HINDUSTAN COLLEGE OF SCIENCE AND TECHNOLOGY

COMPONENTS SPECIFICATIONS QTY.

Capacitors 33pF(non electro) 2

Zener Diode 20V, 500mA 2

Crystal Oscillator KDS 11.05928MHz 1

DTMF Decoder CM8870 1

HINDUSTAN COLLEGE OF SCIENCE AND TECHNOLOGY

Voltage Regulator LM7805 1

RS232 Connector DB9 (female) 1

Connector Two-wire Two-wire 3

HINDUSTAN COLLEGE OF SCIENCE AND TECHNOLOGY

IVRS is an important development in the field of interactive

IVRS is an electronic device through which information is available

IVRS provides a friendly and faster self service alternative to speaking

It is the easiest and most flexible mode of interactive communication

HINDUSTAN COLLEGE OF SCIENCE AND TECHNOLOGY

All suchtelephones become, in effect, computer terminals for retrieval of

This capability greatly enhances any company's position, particularly

HINDUSTAN COLLEGE OF SCIENCE AND TECHNOLOGY

Customer calls on a telephone number, the Voice System answers the

Increase customer service levels

The Voice System has proved to be beneficial in the following industries:

What can be done using an Inter voice System?

When connecting an Inter-voice system into telephone lines (either

Who should use Inter voice?

Using Inter voice hardware and software, we have developed voice

HINDUSTAN COLLEGE OF SCIENCE AND TECHNOLOGY

HINDUSTAN COLLEGE OF SCIENCE AND TECHNOLOGY

HINDUSTAN COLLEGE OF SCIENCE AND TECHNOLOGY

Interactive Voice Response (IVR) systems allow callers to interact with