In the crowded IVR Tools market and competing technologies for making IVR development easier and faster, I thought it would be an worthwhile to know how many people use what kind of IVR development tools for their IVR Software.

POLL to find out % of IVR Tools users

So, I though I would start a poll in this IVR Blog to find out how many uses what kind of IVR development tools. Though I tried to add as many as possible tools, I may have forgotten to add some. Please leave comment with the IVR Tool and I would update the options.

The poll is at the right side this blog just below the SEARCH Textbox. I request all kindly to vote. Once may choose 2 or more choices.

I hope to publish the result after a month or so with country wise data too.

Happy voting!

Anything that says “Open Source” is thought to be freely available, customizable and really exciting for many software users. (Specially people from India who are very price competitive, but I am sure Open source software sounds tempting to people all over the world!) Open Source alternative for any popular application software has almost become a industry practice and specialised Software, IVR too followed the same with some CTI vendors providing open source IVR platform for developers.

Thus Asterisk has almost become synonymous with Open Source IVR as well as Telephony Systems. Many companies have developed numerous Telephony solutions based on Asterisk.

While Open Source has many backers and takers, a newbie may still be confused when to choose Open Source
IVR or Telephony Application! First let us look at what one saves by using Open Source Telephony platform :-

A typical IVR System consists of the following components:-
1. Application Software ( IVR Call Flow)
2. Operating System/ Database
3. CTI Cards
4. PC or Server

By using Open Source Telephony platform, one saves #1 and #2 above! But is it a significant saving for you in the long term ?

1. According to me, one should choose Open Source if a company has spare manpower who is proficient in Linux and good in Linux based programming Languages. Many start up companies where the founders are normally engineers with programming background may choose Open Source IVR as they would be able to maintain the IVR without any extra cost! But for a company which may have to dedicate one or two manpower to develop and maintain the IVR systems, it may not be beneficial at all, in the long run!

2. Another advantage of choosing Open Source IVR is, the CTI cards seem to be less costlier than the CTI cards which have APIs. It is majorly because of the fact that, these CTI boards use host PC’s computing resources and does not have on-board DSPs to perform all those telephony signalling, audio processing. So if one is really constrained by budget, one may choose Open Source Telephony platform.

Some people are die hard fans of Linux and Open Source. For them, it is natural to choose Open Source IVR. But they should consider few things below :-

Other than Traditional Open Source ( Linux OS + Asterisk or FreePBX), there are IVR toolkits too available which provide the Toolkit free of cost and charges just per channel licenses at deployment! For example, VBVoice IVR Toolkit is freely downloadable along with 2 channel free license!

Apart from this kind of “offline” Tool kit, now a days, almost every company provides IVR in Cloud! Here anyone can design an IVR in a visual tool online and use as per usage!

Hope this may help how and when to choose an open source IVR!

The award winning , powerful IVR Toolkit Pronexus VBVoice is now rated as Avaya Compliant, as per recent press release by the Ontario based company, Pronexus. “Utilities OnCall, a VBVoice IVR application built by Vocantas, was successfully compliance tested with Avaya Aura® Communication Manager 6.0.1 and Avaya Aura® Session Manager 6.1 by Avaya’s DevConnect Technical Team and officially accepted as compliant.”

Pronexus VBVoice is now Avaya Compliant

With this compliant certification by Avaya, VBVoice customers can be sure of their applications built using VBVoice toolkit would work in Avaya environment, the press release says.

Here is the complete Release :-
Pronexus VBVoice Now Rated “Avaya Compliant”
IVR toolkit VBVoice now a powerful solution for developers working inside Avaya environment

OTTAWA, ON, Feb. 2, 2012 – Pronexus, the developer of the leading Interactive Voice Response (IVR) toolkit Pronexus VBVoice™, announced today that they are compliant with telephony solutions from Avaya, a global leader in business communications. With the Avaya certification, Pronexus customers can be sure their VBVoice applications that use HMP drivers and SIP protocol are going to work inside the Avaya environment.

Pronexus flagship product, VBVoice IVR software enables developing feature-rich inbound and outbound IVR solutions. Utilities OnCall, a VBVoice IVR application built by Vocantas, was successfully compliance tested with Avaya Aura® Communication Manager 6.0.1 and Avaya Aura® Session Manager 6.1 by Avaya’s DevConnect Technical Team and officially accepted as compliant.

The Avaya DevConnect program promotes the development, compliance-testing and co-marketing of innovative third-party products that are compatible with standards-based Avaya solutions. Member organizations have expertise in a broad range of technologies – including IP telephony, contact centers and mobility applications – helping companies extend the value of multivendor networks and transform voice into an intelligent business application that delivers true value to the bottom line.

“We are very pleased to have our award-winning IVR software, VBVoice, compliance tested by Avaya and to announce that VBVoice now integrates seamlessly with all Avaya products,” said Valentin Doroga, Chief Architect of Pronexus. “As more developers turn to VBVoice to build their IVR applications, it has become more important than ever to integrate with large players like Avaya to ensure our users have access to the most cutting edge technologies.”

About Avaya
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information please visit www.avaya.com. For more information on the Avaya DevConnect program, visit www.avaya.com/devconnect.

About Pronexus

Since 1994, Pronexus has delivered proven voice applications and IVR development tools that developers rely on to help them integrate voice with business systems, including unified communications, customer relationship management and field service automation systems. http://www.pronexus.com.

In the last post, I had posted about Call Back services ( both automated and manual). While both Automated Call Back as well as Manual Call back services have different usage, I would like to post how one can implement this kind of service using any CTI board. While Analog CTI boards can also be used to implement automated call back services, I recommend everyone to use a digital CTI board. Mainly because of various problems of detecting Caller ID using a Analog CTI boards!

The easiest way to implement automated Call Back service is to use both incoming IVR as well as outgoing IVR. Incoming IVR will ‘sense’ the incoming call, then retrieve the Caller ID and disconnect it. While outbound IVR will read the Caller ID and dial out!

So this is the simple procedure of operating principle of automated call back service!

Detailed Systems:-

Here are suggested hardware:-
1. 30 Port Digital CTI board ( Dialogic D300, Donjin DN300 or Synway SHD 1 E1 Digital Multimedia Board or similar board from CTI manufacturers).
2. One Server Class PC. It should normally be tower type so that it can house the CTI board.
3. One Database Server, a separate server class PC or one may decide to install Database Server in the #2 Machine itself.
4. PRI Connection from a Telecom operator like Airtel, Reliance etc. ( in India).
5. Optional internet connectivity with global IP. This is required if one intends to accept call back requests from websites!

And then the Automated Call Back Application!

Here is the theory of operation :-

1. Two processes will run concurrently, one to detect and process any incoming call and the other to make pending outgoing calls ( outbound IVR)!

2. As soon as the Automated Call Back ( ACB ) Application sense an incoming call, it will detect the Caller ID and store them in a “Spooler” Table in the database with time stamp ( or any other related information) with a reset flag. After that, it will disconnect the call.

3. Outbound IVR process will keep checking the “Spooler Table” ( periodically, say every second) for any entry with reset flag. If it gets any, it reads that entry and makes the outgoing call and set the flag.

4. In order to accept call back request from websites, web visitor will submit a form with phone number, which will be stored in the same “Spooler Table” as in #2 above so that Outbound IVR can dial out and complete the call back service!

5. Once the call is connected, outbound IVR can either transfer the call to a human agent or implement any IVR call flow!

Few enhancements:-
1. If the incoming call is disconnected just after getting the caller ID, and then if the number is dialed back within 2/3 seconds, this could be almost thought as “Toll Free Number” as the caller does not get charged! More intelligence could be implemented like first time callers will get to hear a message that his call would be disconnected and would get an incoming call!

2. SMS could be integrated with Call Back services informing the caller with expected time of call back if its a mobile number.

Many industries need call back services. Hospitality industries, Insurance, Retail Marketing are few industries which require call back services. This service can also be provided as a hosted service.

Aculab, one of the leading CTI manufacturers in the world, too joined “Voice in Cloud” a year back and recently it has come out with new version too. I had a chance to speak to Faye McClenahan, Head of Strategic Marketing, Aculab about AculabCloud and how it is different from its peers!

AculabCloud: Complete Telephony Application in Cloud

While normal Cloud IVR providers tend to provide ‘voice to web applications’, AculabCloud promises to allow users to develop and deploy complete Telephony Applications rapidly using high level languages! Presently it supports Python and Microsoft .NET Technologies like C# etc. A complete telephony applications on cloud seems to be first of its kind from a CTI manufacturers.

Cloud Telephony does not require any explanation now a days as Cloud seems t be the buzz word in any branch of computing world! The Cloud Telephony by Aculab has some uniqueness as follows :-

1. It comes from Computer Telephony background of more than 30 years
Most of the Cloud Telephony providers till now were either have background of web services or IVR Rad tool providers. AculabCloud is by Aculab who has more than 30 years experience in manufacturing CTI boards and more than 20 years in HMP ( Host Media Processing) Software development. So, one can expect the its system to be more robust, reliable and faster.

2. It aims to telephony solutions, not merely voice extension

While many Cloud Telephony providers aims to provide a Voice Extension ( or voice interactivity) to any computer application, AcuabCloud aims to provide developers to build a complete Telephony Applications and pay as per its usage! According to me, this is a big difference from other Cloud Telephony Solutions.

3. Data Security

One of the major considerations while opting for cloud telephony is data security and protection. AculabCloud has architectures in such a way where sensitive data can be kept at users premise.

AculabCloud has now more than 200 registered developers globally and has many telephony applications developed which has made more than 2millions call.

It has two servers in Europe and USA and has tied up with many Telecom Service providers across countries to provide DID numbers locally.

For more about AculabCloud, one may visit to AculabCloud page here.

In the beginning of the year 2011, I had predicted about some IVR technologies as well as IVR applications which are likely to see high usage, on looking back, except speaker recognition, I can feel reasonably satisfied about the result of the predictions.

Among others, hosted IVR and bulk voice calling has almost gone mainstream now even in India. IVVR has been making steady progress with top VAS ( value added service) players in India creating application and content for it. Though 3G penetration has not made any spectacular progress!

As for usage of IVR in payment gateways, it is definitely getting wider acceptance as well as becoming more and more trusted method of charging one’s credit card!

I have not found any substantial acceptance of speech recognition in IVR applications in India, though in other countries speech recognition has become quite common.

Speaker Recognition is another technology which has failed to make much of a buzz in year 2011. But I am still hopeful of this technology.

So, for 2012, here are my predictions:-

1. RAD tools – IVR Toolkit
Rapid application development tools are gaining popularity as well as acceptance among many developers. Almost all serious IVR companies now a days have their own RAD tool for designing IVR call flow.

2. Web enabled IVR

Year 2012 should see many improvements on Web Enabled IVR designing tool. Hosted IVR provider would design and develop easy to use web based IVR call flow designer.

3. IVVR

I think, this year IVVR should find many deployments as well as usage. Hopefully, India would be able to provide low cost 3G connections which may propel consumption of video contents.

4. Wider acceptance of Open source IVR

I think, open source IVR would gain more popularity this year. With increasing acceptance of hosted IVR, the competition would be more intense and open source IVR would be advantageous.

These are all I can think of right now. Please share your predictions too!

We wish a very Happy New Year 2012 to all our readers, advertisers and well wishers! Hope this coming new year 2012 would be year of great achievements, prosperity and happiness! Also, let us hope year 2012 sees end of terrorism, domestic violence and child labour!

With 2012, this blog would complete eventful four years! Before the end of year 2011, IVR World blog, we would like to list few article of this year :

1. Smart use of IVR based Missed Call : Phone verification

2. Will Click to Call service replace Predictive Dialer ?

3. IVVR For tourism Industry

4. When a machine treats a person humanly: IVR for payment reminder

5. Interesting Hosted IVR: Virtual Receptionist

6. IVR Benefit: Updated information all the time

What is automatic call back systems ?

Automatic call back service can be defined as calling back by customer care department of some organisation to its client when it is unable to attend the call by the client or solve the clients problem satisfactorily and make a follow up call later. Call back service is employed majorly in a situation when all agents are busy in a call centre and unable to attend an incoming call.

Caller gets disconnected or gets an information before disconnection that she would be called back in some fixed time. So this way, the caller does not have to hold the phone listening to some ‘Hold Music’. The call centre can also register more such requests instead of giving ‘busy tone’ to callers while dialing the toll free number of customer service.

There are two types of call back services.
1. Automated Call Back Services
2. Manual Call Back Services

1. Automated Call Back Service

Automated call back service is where the caller registers itself for the call back service through various means. The call centre also schedules the automated call back service to the client automatically. It can also inform the caller expected time of call. Some of the methods how this kind of automated call back service is registered :-

a. Call by missed call
Missed Call has become a free tool for message transfer in India specifically.
or call back by submission of form in website. Apart from intentional missed call, there are also instances where some calls go unattended due to all agents being busy.

b. Online Registration

All organisations now a days have a website and every website has a contact us form which includes a text box for phone number too. This form is filled up web visitors and submit the form. This number is then automatically schedule for call back. Some intelligence like calling back in office hour as per visitors timezone, language etc. could also be stored.
Apart of online contact form, there are many online form submission like online registration, online enquiry etc. where automated call back service is scheduled.

2. Manual Call Back Systems

In manual call back services, the phone numbers are collected using ‘offline methods’ like filling up feedback form at shops, restaurants etc. After collecting the name and phone numbers from such forms, it is manually processed and entered in the call back system by a person to schedule the call back service.

With SMS ( short messaging service) becoming very common and known by every mobile phone users, SMS is widely used to alert about the time and subject of the call back service. It prepares the person who is expecting the call back service.

Call back service is beneficial for both the caller as well as the call centre or any company. It captures the enquiry and assures of follow up. Above all, it maintains all records which can be used for various analysis.

In the next part, I would try to explain how to implement automated call back service.

One of the often-mentioned advantages of IVR Toolkit like VBVoice, Velocity etc. are its quick implementation of IVR system. To be more precise, implement the IVR call flow quickly with minimum requirement of coding!

While this is quite true that IVR Toolkit removes the requirement of coding the mundane subroutines interfacing the CTI boards, but question arises, is this advantage exclusively belong to IVR Tool-kits only ? I think otherwise! This advantage is equally shared by hard core C or C++ coding from old-school of IVR development!

IVR Tool-kits in a way can be considered modern day compact point and shoot digital cameras where anyone capable of pressing the shutter button can take beautiful pictures! And the learning curve to take picture consists of just three steps :

1. Insert batteries and switch on the camera
2. Point to the object and see the on the LCD screen
3. Press shutter button and look at the captured picture on LCD screen!

Rest of the things would be like aperture, shutter speed, ISO would be taken care by the camera itself! Similarly, with IVR Toolkit, just install the toolkit in your development tool like Microsoft Visual Studio, drag and drop the ‘IVR Controls’ to ‘define’ call flow your IVR and then compile and run! The IVR would be ready!

Now think of DSLRs or old SLR cameras which is used by professional photographers which offer them controls on Aperture, Shutter Speed, ISO as well as many other parameters to control light for a better picture! This breed of photographers still stick to SLR cameras precisely because of the controls over those aperture, shutter speed, ISO etc. !

Similarly, old school IVR development, IVR coders have control over CTI boards completely without depending on any third party tools! They have direct access to APIs those control all telephony related functions like sensing incoming call, ISDN PRI command exchange and much more!

And as for the quick implementation of call flow, they can implement fast too, simply exploiting another old school technique called ‘re-usable code’. Over the years, C++ programmers have also developed their re-usable code for controlling all basic CTI functions which they can use in any new IVR applications. The call flow of an IVR is nothing but a smart switch structure which does fixed set of tasks like playing audio file, detecting DTMF or speech recognition, connect call or disconnect calls!

And there is a time tested, excellent tool for re-using code which is widely known as “Copy-Paste”, just copy the code of subroutines or functions ( which control the CTI board) and paste them in your new project with new call flow and you are done!

So, the quick implementation of any IVR call flow is also possible by seasoned and experienced C++ IVR developers. But, for a beginner, most probably, IVR Tool kit is the best option to develop their IVR Systems in quickest possible time provided they already know some development tool supported by the IVR Tool kit. FOr example, if some one know C# or Microsoft .NET, one can easily build IVR application using Velocity or VBVoice.

One of the major advantages of CTI Applications is availability of huge computation power of computer along with telecom functions. Many telephone systems like PBX or answering machines can also have some computational power using which some call routing or other smart features can be implemented. But they can not perform highly complicated logical decision which is easily possible by a CTI applications.

One such small but widely used in some specific areas function of any telephone system is Call Screening! Call screening can be defined as filtering of incoming or outgoing call based on the caller ID or dialed number.

In incoming scenario, CLI ( Caller Line Identification) can be used to either allow incoming call or block it. Apart from CLI, DNI ( Dialed Number Identification) can also be used to allow of block calls. This is very useful in PRI connectivity in India where one PRI is normally provided with 100 different numbers along with one vanity number, known as “pilot number”. This kind of DNI based call screening could be used for many purposes!

In outgoing call screening scenario, the call could be allowed using either dialed number or dialing extension or both. Very often, in a office with PBX systems, few extensions are provided with direct dial facility to dial out. This kind of system exists in hotels too where some rooms can make international calls while others not. Similar restrictions are used by telecom service providers too where some numbers do not have international calling facility!

All these are instances of “call screening” of various types. Almost all call screening facility described above can be implemented in a PBX. But CTI based call screening have advantages:-

1. It is not easy to edit or change the “call screening” condition while using PBX features.

2. Only trained PBX personal can program or make changes in “call screening” logic. Also they can only add new numbers or extensions.

3. CTI based “Call Screening” systems have simple GUI based options to edit, change in call screening logic which can be understood and operated by any one who knows how to use computer mouse and read English.

4. Complex logic or even dynamically changing parameters ( like time of the day) can be used for call blocking/unblocking function.

5. Large list of phone numbers can be used for checking call blocking/unblocking conditions. Present day NDNC ( National Do Not Call) registry is nothing but such a list.

CTI based Call Screening system can also be used to routing of calls intelligently. It can also store all records of any blocked or unblocked calls and present them in refined ways. It is easy to share such call reports and convert to different formats like Excel Sheet which is understood by all.

CTI based “Call Screening” could be used in jails too where inmates would be allowed to receive calls from specified number at specified time only. Similarly, inmate would be able to make calls to specified number once in a month. All these would happen automatically, without any human intervention with proper call report.

So, if you require any type of “call screening” system for your office, hotel or hostel, it is time to implement a CTI based call screening system!