In my previous post about Step By Step instructions to write your first IVR Application , I wrote about installing the Dialogic D4 PCI card on PCI slot and then installing Dialogic System Release on a Windows XP machine. In this part, I intend to provide the C++ code to initialise the card, make it ready to accept a call and then when it rings, pick the call and play an WAV file!

1. Setup Visual Studio 6.0. Please do not forget to select install the Visual C++ 6.0.

2. It is assumed that you know how to use Visual Studio C++ 6.0. Start a new project IVRS. You will have to include Dialogic INC directories as well as Lib in its option. Else you will see “Compile Error”.

3. Every Channel in a D4 PCI card is denoted by a string dxxxBnCk where n denotes the board ID and k denotes the channel number 1 through 4. For a D4 PCI Card, the list of channels are
a. dxxxB1C1
b. dxxxB1C2
c. dxxxB1C3
d. dxxxB1C4
There are other ways to find these strings to denote channels. There are also Dialogic APIs to find these. You can also check these strings attached Sample Voice application that comes with Dialogic System Release.

4. Now here is the C++ code.

To open the first channel
int hChanell;
hChannel = dx_open(dxxxB1C1,0)

If ( hChannel != -1 )
{
AfxBeginThread(threadFunc,chidchar);
}

// Initialise same way for other three channels, ie. dxxxB1C2, dxxxB1C3 and dxxxB1C4

Now threadFunc is a Windows Thread that performs the Call Flow.

DV_TPT def_rp_tpt[] = {
{IO_CONT,DX_LCOFF, 4, TF_LCOFF, 0, 0, NULL},
//{IO_CONT,DX_TONE,POTS_DISCTONE,TF_TONE,DX_TONEON,0,NULL},
{IO_EOT,DX_MAXDTMF,1,TF_MAXDTMF,0,0,NULL}

UINT threadFunc(LPVOID pParam)
{
char *ch = (char *)pParam;
int channel = atoi(ch);
unsigned char callid[81];
memset((void *)callid, 0, 81*sizeof(char));
char UniqueId[300];

char mobid[20];
char temp[100];
char channelname[20];
char callername[50];
time_t starttime,endtime;

char tm[100],tm1[100];
int retval=1;

FILE *file;
char szBuffer[200];

int NumRingAnswer;

// Ensure the phone is kept ON HOOK
if (dx_sethook(channel,DX_ONHOOK,EV_SYNC) == -1)
{
//WinPrintf(“dx_sethook failed”);
//return(0);
}

NumRingAnswer = 3; // Answer after 3 rings
while(true)
{

if (dx_wtring(channel,NumRingAnswer,DX_OFFHOOK,-1) == -1)
{
print(“ERROR: dx_wtring failed. errno = %d\n,Please make sure your drivers are properly installed”, errno);
exit(0);
}

// PostMessage(hWnd,WM_OFFHOOK,channel,0);

if(dx_gtcallid(channel,callid)==-1)
{
//Get the caller id
strcpy((char *)callid, “0000000000″);
strcpy((char *)mobid, “0000000000″);

if (ATDV_LASTERR(channel) == EDX_CLIDBLK)
{
//printf(“Caller ID information blocked \n”);
}
else if (ATDV_LASTERR(channel) == EDX_CLIDOOA)
{
//printf(“Caller out of area \n”);
}
else {
/* Or print the pre-formatted error message */
//printf(“Error: %s \n”, ATDV_ERRMSGP(channel));
}

}
switch (ATDX_TERMMSK(channel))
{
case TM_LCOFF:
//delete cml;
return false;
case TM_DIGIT:
case TM_EOD:
dx_clrdigbuf(channel);
}

strcpy(callername,(char *)callid);

sprintf(channelname,”%d”,channel);

sprintf(UniqueId,”%d”,::GetTickCount()); // Just to generate an unique ID

starttime=time(NULL);

dx_clrdigbuf(channel);

strcpy(szBuffer,”Welcome.wav”); // welcome.wav is the file played, it has to be 11025 KHz, PCM, 8Bit, Mono.

if(dx_playwav(channel,szBuffer,def_rp_tpt,EV_SYNC)<0)
{
printf(ATDV_ERRMSGP(channel));
}

tch (ATDX_TERMMSK(channel))
{
case TM_LCOFF:
return false;
case TM_DIGIT:
case TM_EOD:
break;
}

endtime=time(NULL);
sprintf(tm,”%s”,asctime(localtime(&starttime)));
sprintf(tm1,”%s”,asctime(localtime(&endtime)));
// Just to record time of call

if (dx_sethook(channel,DX_ONHOOK,EV_SYNC) == -1)
{
//WinPrintf(“dx_sethook failed”);
//return(0);
}

PostMessage(hWnd,WM_ONHOOK,channel,0);

// if it discovers a file civrs.dat in its directory, then it closes itself.
strcpy(szDirectory[channel],defLanguage);

if ( (file=fopen(“civrs.dat”,”r”))==NULL )
{
}
else
{
exit(0);
}
}
return 1;

}

6. The variable names etc. may produce some errors! This code may not work as it is if pasted! But this code is intended for use a reference and starting point

I will update the code with fully working code soon.

Recently I got an inquiry about writing an IVR Application in C++ from a beginner. And I remembered how I struggled to find some resources or simple, easy-to-understand source codes to get started! Finally I gave up of finding any such C/C++ resources and worked really hard to read the sample source codes bundled with Dialogic System Release! So, I thought I should try to write step by step instructions to write a simple IVR application for a beginner just to play a WAV file when a caller calls the IVRS number. ( There are many tools to develop IVRS, but writing IVR Application in C++ has many advantages!)

Hardware and Software Tools Requirement:
1. PC with minimum one PCI Slot free.
2. Dialogic D4 PCI board.
3. MS Windows XP operating System installed in the PC
4. MS Visual Studio C++ 6.0 ( comes with MS Visual Studio 6.0)
5. Dialogic System Release 5.11 or 6.0
6. Dialogic Global Call protocol 3.0 or higher. GC 4.0 is bundled with Dialogic System Release 6.0.

1. Once you have acquired the above, you need to install the Dialogic D4 PCI board in the free PCI slot of the PC, then switch on the PC. Windows XP may pop up a window informing a new device found. I normally ignore the pop up and click on the cancel button.

2. Insert the Dialogic System Release CD. It should start installing the System Release Software automatically. If it does not, I go look for the SETUP.EXE and double click on it. One may even download the Dialogic System Release Software from Dialogic website. I normally ask the vendor to provide me link to download from whom I buy the Dialogic Board.

3. I select complete install and tick everything! While doing it might complaint some SNMP board found, I just click OK! After it is successfully installed, Windows XP installs its driver in pop up window! You do not need to do anything there!

4. It will ask for rebooting the System. Just reboot.

5. Now, after the reboot, go to program files, Dialogic System Release, and then click Configuration Manager – DCM.

6. It should start trying to detect the Dialogic D4 PCI board! If it detects, it will show up if not, your bad luck, you may have to redo STEP #2 through #5 after uninstalling it!

7. If the D4 PCI board is detected successfully, just start the board by clicking the GREEN Play Button! It will take some time to start and it may sometime give error in starting too! Normally I right click on the D4 PCI board and then click on the Restore Default option and it normally starts successfully after that. On successful start, the GREEN Play button become inactive and STOP button will turn RED and become active!

After successful completion of this 7 steps, you may now think of writing your IVR application! Just to remind, you must always start DCM ( Dialogic Configuration Manager) before you attempt to run your application.

Part II will come soon.

IVRS applications in Banks are known as Phone Banking. Every modern bank now a days uses IVRS as phone banking. Phone Banking on IVRS help bank provide the following services to its customers:-

1. It serves customer with routine checking of balance.
2. It can give status of issued check as well as make stop payment to checks as per check number.
3. It can place request for issuing new checkbook, demand draft.
4. Voice Recognition as well as DTMF pin authorization can be used for verifcation of caller apart from registered phone or mobile phone for phone banking operation for enhanced security.
5. Outbound IVR can alert customers of high value check clearance, withdrawal as well as authorization to prevent fraud.
6. Customer will be able to request Cash Delivery to home.
7. Customer can place request for address change.
8. Customer can request for transferring to his other same bank account like DEMAT account which now every bank has.
9. Customer can alerted of low balance with outbound IVRS.

Benefit of banks:
1. It will serve its customers better, also it will help bank build customer profile.
2. It will decrease customer footfalls in banks premises which is essential now a days with security concerns.
3. It will reduce cost of operation for banks.

Benefits to Customer
1. Customer can bank from home, office without needing to travel to bank.
2. Customer gets alerted for every banking transaction.
3. Customer can feel more secure about his/her banking transactions.
4. Customer can bank even when he does not have internet access.
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Typical call flow of Phone banking IVR application

1. Customer Calls and greeted.
2. Ask customer account number and authorisation code.
3. Ask for voice verification.
4. Menu for Banking Operations.
5. Option to speak to customer care or bank executive.
6. Press Banking menu key.
7. Press required digits.
8. Confirm Action.
9. Repeat #4 through #8.

Hardware and Software:
For a large bank, it should use Digital CTI card. Customised software is better option for banks and it will need to integrate with existing Banking Software. Many banking software should support IVR operations.

I have been thinking about building list of IVRS companies for long time now. There must be thousands of IVR Companies in the world! But if you type IVR Company or IVRS Companies, or IVRS Comapny in any search engines like Google, Yahoo. Live, check how many results they produce! Their listing of IVRS Companies will be really, really bad! I am just wondering, how come I could not search list of IVRS companies ?

Here is a list I have made after searching google for last one month! I would like to request all, please comment on this article if I have missed out your IVR Company, in this List of IVRS Companies! ( I am quite sure I must have missed out many IVRS Companies here)

1. Niche Tech Services (P) Ltd.
2. MicroStrategy, Inc.
3. IV Telecom

4. Database Systems Corp. (DSC)
5. C-Zentrix
6. Parwan Electronics Corporation (PEC)
7. Ventures Unlimited.co.in
8. Aria Telecom Solutions
9. Veltronics India Pvt Ltd.
10. phonon.in
11. iTG Software Engineering India (P) Ltd
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12. LB Infotech
13. Softway Consultancy Pvt. Ltd.
14. Drishti Software
15. Cyber Futuristics (India) Pvt. Ltd.
16. IVRS Development
17. Kukars Infotech
18. Mobilhub Technologies
19. ALLIANCE INFOTECH private limited
20. AMDALE SOFTWARE TECHNOLOGIES limited
21. Cube Software Pvt Ltd.
22. Dial Connection
23. PARSEC Technologies Pvt. Ltd.
24. TechTree IT Systems (P) Ltd.
25. DevIndia Infoway
26. S.A.N. Softwares
27. Cyber Infrastructure (p) Ltd.
28. Global telecom
29. IVR-Solutions

To see your IVRS company name and link here, please comment!

I keep getting requirement from many customers to deploy IVR in 2 days time after they have bought the CTI card.

Is it possible to deploy IVR in 2 days ? According to me, Impossible unless you have the following assets in place:

1. Voice Artist both male and female and for at least three language if the IVR is to be deployed in India. ( In India, normally IVR has to be in three languages, 1. English 2. Hindi and 3. Any one of the 17 Languages called MIL ( Modern Indian Language)

2. A Studio with sound recordists available 24 hours.

3. Script Writer.

4. Call Flow designer.

5. Coder who uses either C++ or Any third Party development tools.

For deploying IVR, one should not keep only 2 days! That is the bottom line. IVR may be really a complicated system which may require proper planning. There are then unknown problems like integration of switch! I have a experience with IRIS IVDX switch. We had to literally strugle to implement Call Transfer using a D300 card with ISDN PRI-E .

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Here are few checklist one must complete before they proceed to deploy a IVR system

1. Complete or at least 90% Call Flow in proper Flow Chart.

2. Complete script as per the flow chart.

3. Successful database integration if any.

4. Successful Integration with Switch and CTI Hardware. Or at least keep support from Switch End ready.

5. Make test calls available. Many a times I have found sites where you can not make call to the IVR number or no extension or phone number to make an Outgoign call. Also, when you are implementing features like, play IVR options when all agents extesnions are busy, play “All our customer care exceutves are busy, please wait or press 1 to lodge your complaint”, then you need at least 3 extensions.

6. Normally Switch has many features! If those features are propelry exploited, IVR can be really intelligent. For example, Automatic Change Number announcement.

1. Caller Dials a number say 2345. 2345 was changed to say, 3345.Now SWITCH will capture the DNI 2345, and transfer the the call to IVR number, say, 1200, sending 2345 as CLI.
2. IVR will receive the call, announce that the number 2345 ( captured by IVR as CLI), is changed to 3345, press 1 if you want to listen to the changed number again,  if you want us to transfer the your call to new number 3345, press 2 or disconenct.
3. IVR will transfer the call to 3345.

To achieve the above, SWITCH  has to capture the DNI of the caller and convert it to its CLI, before call is sent IVR. IVRS, being Analog, it can detect only CLI.

It might be little technical, but your SWITCH support will understand them!

7. Recording of all scripts as well as in all languages.

8. Availability of Sound Editing Software as well as Sound Editor.

I hope, I have argued successfully that deployment of IVRS is not a 2day job!

After more searches and after getting comments about more CTI Companies,

[With the price hike in Dialogic, many of my clients have been asking me about alternatives. I have also started searching for some alternatives of Dialogic. I will be building a list and comparative article on them. Kindly send me any company.]

Here is another company I am looking at:-

Synaway Information Engineering Co. Ltd

About the company :

Synway specializes in designing hardware/software building blocks for use in Computer Telephony Integration (CTI) applications, such as IVR,Call Center, Recording, Unified Messaging and Value-Added Service (VAS) in both PSTN and IP environments. Our products feature rich media processing resources including Fax, conferencing, Codecs, echo cancellation and call control with an array of signaling capability for SIP, SS7 packets, ISDN and CAS in worldwide IP/T1/E1/Analog networks.

In the past two decades, Synway has attracted CTI solution providers through superior service, field-proven products and matchless pricing for the highly reliable Telco and enterprise communications platform. With internally coordinatedMaximal Support Value (MSV) System, our service engineers provide pre-sales consulting, development support, and after-sales service, so you can monitor the service process effortlessly. Synway’s competitive pricing will ensure your matchless competitiveness in any project bidding or distribution-channel expansion globally. Our products have been applied by hundreds of customers worldwide.

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In fact, I am trying to configure and handle few calls using a card from them HD-240 using SS7 and ISUP.

After more searches and after getting comments about more CTI Companies,

[With the price hike in Dialogic, many of my clients have been asking me about alternatives. I have also started searching for some alternatives of Dialogic. I will be building a list and comparative article on them. Kindly send me any company.]

Here is another company I am looking at

PIKA Technologies

About the Company

PIKA Technologies’ reliable media processing building blocks connect computer systems to TDM and IP networks. Brand name companies design groundbreaking IVR, call center, custom PC/IP PBX, fax and logging solutions using PIKA Technologies’ components.

With two decades of experience in this industry, we are recognized for earning strong relationships with our customers around the world by delivering direct, expert technical support. Headquartered in Ottawa, ON, Canada, our company has ranked in The Branham300, an authoritative ranking of successful Canadian high tech firms, for six consecutive years.

Expertise on demand

We are made up of employees who possess experience across a range professional expertise, whether that be engineering, technical support, operations, etc.. Each employee is ready and willing to help our customers be successful. “Our employees are our greatest asset,” explains Jim Pinard, Co-founder and President. “It is because of our reliable and knowledgeable people that we are able to earn a reputation for delivering technical expertise when it is needed.”

Quality commitment

We are committed to quality leadership and continuous improvement within all aspects of our design, product development, manufacturing and customer care activities. Our focus is to meet or exceed the expectations of all our customers, in a cost effective and competitive manner. We believe quality is the responsibility of every individual, function and position.

Choosing a CTI( Computer Telephony Integration) card might not be easy for them who are going to deploy them for the first time or who want to develop their first IVR Application. I am trying to give a short introduction of CTI cards and some thumbs rule to pick your first CTI card.

Number of Port Or Number of Channels:
CTI cards come in number of channels or ports! It means number of telephone lines you can connect to the CTI card and number of calls your IVRS will be able to handle simultaneously. So for development purpose, you might be interested in a single port or single channel! But such is life, you will not find any single port CTI cards! The minimum number of ports/channels in a CTI card is normally 4! But then it makes sense! In a real life and real world situations, single port IVRS will be of no use! Even in development, if you could get a single port card to test, how could you make an application which would handle two or more channels/ports? So, you have to buy a 4PORT CTI cards! Be prepared, if you ask any vendor for a CTI Card, first thing they would ask is how many ports or channels! Smartly reply that you are looking for a 4Port card!

Analog or Digital
CTI card should be analog or digital ? well, this is little confusing, it actually means CTI card will connect to Telephone Exchange ( EPABX) using digital technology or analog technology ? By analog technology, we mean a telephone line ( which you connect to a telephone instrument) connectivity to the CTI card. How is it analog ? well, it uses TIP and RING connection, you know there is a call on the phone when there is a RING, and you UNHOOK, or lift the telephone headset to connect the call! You know the caller has disconnected when you hear engage tone! (I hope you know what is and engage tone). So, the analog CTI card detects the RING, unhooks the phone, and it detects ENGAGE TONE and it ONHOOK the phone to disconnect, puts the headset on the cradle! So all these activities are analog and takes time! And also there is limitation of number of channels! But in a digital connectivity, all those like RING, Disconnect Tone(engage Tone), everything comes in messages! And they use digital links. And all these jargons like E1/T1, ISDN PRI, R2MF, SS7 comes in! These are digital protocols to connect the CTI t the telephone exchanges! And the minimum number of channels in a DIGITAL CTI card is 30 voice ports! It uses a 2MBPS link. The number of voice channels will go up to 31 if you use a SS7 protocol on the same 2MBPS link (commonly known as E1 or PCM). So, the thumb rule is settle for analog card if you number of channels requirement is less that 20. Else go for a digital card.

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Development SDK and Tools
Most important part for developers is, what SDK(Software Development Kit) the CTI vendor provides and on what platforms! Normally one should opt for a CTI cards who has SDKs for MS Windows, UNIX/LINUX and also Sun Solaris! Though configuration for Analog cards are normally pretty easier than their digital counterparts! So, if you are a new in the field, technical support is a must from the vendor! And if you have to go for a digital card, ahem, you choose only a CTI Card vendor who has a very good technical support! Else you are asking for a trouble!

Price
Well, you will have to negotiate with the vendor!

The menus that IVRS can provide are either voice enabled or DTMF enabled. Now what does that mean?

• In a voice enabled IVRS, caller will have to choose his required menu option by speaking out a word or a phrase as if he is talking to a human! IVR is supposed to recognize his speech and provide him required information as per his choice!
• In a DTMF enabled IVRS, caller has to press a button on the keypad of his telephone instrument or mobile phone( Dude, where is my button on my iPhone 3G phone ?). DTMF stands Dual Tone Multiple Frequencies! It is in-band signaling ( meaning it’s a signaling that works in voice band, 300Hz to 3400Hz). So when you press a button or a key on your telephone instrument, you produce a DTMF, remember you get to hear a sound whenever you press a key? You are producing a DTMF corresponding to the number of the key. This number is detected by IVRS and provides you with your desired information.

Well, you can definitely have a hybrid menu using both the methods!

Now that you know availability of two kinds of menus, are you in fix to decide which one to choose for your IVRS ? Here I am, I am listing out the advantage and disadvantage of both the menu system. And I will also give you thumbs rule for choosing menu.

Here are the advantages of having voice or speech enabled menu

• Big advantage for Mobile users. Its much easier just to speak out the menu since mobile phones are small to press buttons! You need to listen the menu, bring it in front to look the screen, press the button, then again put the phone in your ear!
• Unlimited and user-friendly menu options.
• Easy menu browsing. One can jump from one menu to the other easily.
• Simple speech, no jargon of learning tone dialing, pulse dialing or DTMF key.

Here are disadvantages

• ASR ( Automatic Speech recognition) does not work successfully in every condition. It may not work in noisy conditions, weak signal, disturbance on lines.
• It might irritate many people for making them to talk to a machine. And then its not easy to talk some phrases or words like a conversation.

Advantages of DTMF based menu

• Ease of use in case of landline and while people using a hands-free for mobile.
• Widely known and trained standard. Almost everyone now a days know about tone dialing or using IVRS by pressing keys.
• Very reliable as the DTMF signals does not get distorted even while speaking simultaneously.
• Easy to develop and commission. Faster response by IVRS.

Disadvantage

• Finding keys may be difficult as per menu prompts, specially for new mobile phones with touch pad only keys.
• Many people does not understand pulse dialing, tone dialing, hash buttons, star button etc.

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So, over all, having DTMF is better where your target user of the IVRS is more and come from diverse background. If you are expecting educated, tech-savvy clients to dial your IVRS, give the ‘xing’ thing, Voice based menu!

Over all its recommended that DTMF be used and Voice based menu should be used as alternative of DTMF based menu. So, hybrid menu options can be chosen. For IVRS using as VAS(Value Added Service) or Voice Portal, having Hybrid Menu has become essential.

To develop IVRS, you need the following hardware and software tools

1. Hardware
2. Software

1. Hardware
1. PC – Available readily. Check your vendor if warranty becomes void when you open the chassis of the PC. Because you will open the PC to install CTI hardware.
2. CTI Cards.
There are many CTI vendors. And then there is Dialogic. Dialogic is now a EICON Company. Here is the list :
a. Dialogic – All kinds of CTI boards available. And very good SDK(Software Development Kit). Costly. The CTI bigboss.
b. Brooktrout – well, it has also become a Dialogic Company now.
c. ALTEDGE Boards – They have TAPI compliant analog boards.
d. Donjin JCT boards – Analog and Digital Voice Boards
e. Comtek 4 Port – Analog Boards
There may be more companies who manufacture low cost CTI cards. I will keep updating them. Intel is the shark in CTI hardware who is buying out competitors!
3. Emergency Power back.
4. EPABX with 3 to 4 extensions for testing and for analog CTI cards. For digital cards, I hope you should attempt to develop at home. You need costlier infrastructure then IVRS itself!

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2. Software
What to choose to develop IVR Software ? Here are the available tools
a. Good Old C and C++ : Almost all CTI Hardware vendors provide SDKs for C and C++! My personal favorite.
b. Voice Guide : Good Tool to develop IVRS fast! Supports variety of CTI hardware.
c. CT Developer Studio 2 : Visual tool, very easy to use.
d. AGE : Fastest IVR application development tools.
e. Eurovoice objects version 2.0 : Simple and easy tool to develop IVR Software.
f. Xtend IVR : Excellent Tool! The best Part is it has free 1 port tool available for downloading!

That’s all folks! Buy any of the above and develop your IVR! Keep checking this blog, I will keep posting various details about both CTI hardware and Software Tools above! Also if I have missed out any IVR Software tools or CTI vendors/cards, please comment me or shout me at TECHNICAL DISCUSSION!