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IVR (Interactive Voice Response) system can do many things and one of the most common task it performs is “Call Transfer”. Both inbound and outbound IVR may transfer the active call to some other telephone number or human agent once the IVR user chooses.

Though in a call center environment, human agent may get information about the caller in a POP UP window in its desktop PC, but when call is transferred to any telephone number, this kind of POP UP window with caller information may not be available! But, IVR may surely do a “Value Added Call Transfer” by announcing caller details in voice! It may even offer the transferee the option reject or divert to voice mail, transfer to another telephone number! In PBX terminology, it is called Call Whisper or Call Screening and when IVR implements it, we may surely call it “Value Added Call Transfer”.


How to Implement Value Added Call Transfer :

Implementing value added call transfer with IVR is quite, may be simple extension of any existing call transfer. It can be implemented using both analog and digital CTI card. While implementing value added call transfer, “bridged call transfer” would be employed using two channels.
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One of the major problem faced by any IVR developer using analog CTI board is “Detecting Disconnect” after call is hung up by IVR caller. With different disconnect tones used by different PBX manufacturer does not help either.

Detecting Call End or Disconnect is very easy while using digital CTI board with digital interfacing like ISDN, SS7 etc., but detecting DISCONNECT is not that straight forward or easy while using analog CTI boards. It is mainly because of exchanging “control information” with analog technologies!

There are few techniques or information using which DISCONNECT event can be detected and Call End process can be initiated in any CTI application:-

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Apex Voice Communication has announced on the sideline of Mobile World Congress, support for Diameter protocol, successor to Radius protocol today in Barcelona, Spain. Supported in the OmniVox3D SIP Application Server and accessed through its OmniView(R) Service Creation Environment, the new Diameter Command Icon enables online charging, including Authentication, Authorization and Accounting (AAA) functionalities.

Apex Voice Communication

OmniVox3D now supports Diameter Protocol

Omnivox3D is flagship product from Apex Voice Communications which is Service Delivery Platforms (SDPs) and Application Servers for voice and video enhanced services.

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IVR ( Interactive Voice Response) system has many usage in different industries for different purpose,and IVR can also be used for any kind of “registration process” across industries! One may find it interesting, IVR for complaint management is also part of a larger “registration process”!

IVR for registration process

IVR Registration

There are requirement of prior registration for various events like seminar, exhibition, events, presentation. IVR provides simple registration process where any willing participants has to just dial one telephone number, press one key and he is registered! IVR can detect caller ID as the phone number of the caller and with increasing use of mobile phone, phone number is almost as unique as any identity!

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Hosted IVR

IVR (Interactive Voice Response) System is solution that perform specific tasks related to presenting, sharing gathering information of a company with its customers or any one over phone. With fast development of internet, IVR systems too have moved from on-premise system to hosted service.


How it evolved

Like any other computer software, IVR has evolved from standalone application to highly networked application with many intelligence as per industry where it is being used. For example, a typical voice portal application fetches data from many different servers located at various geographical locations. The main CTI server is normally located at telecom service provider while all contents, MIS etc are contactly updated, monitored from office of the voice portal operators, all using internet as backbone.
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Caller Ring Back Tone or CRBT has become major revenue earner for both teleom companies as well as value added service providers. Not to mention, music companies. Though, I personally prefer the “good old” ring back tone to the latest music number, but many people have been using it on their cell phone, or even land line numbers.

Occasionally, I keep getting mails about how CRBT can be implemented, recently one guy mailed me specifically, “could we implement CRBT locally in our PABX installed in our office ?”, It got me thinking, and I thought I would share my thinking here. Yes, anyone can implement CRBT or caller ring back tone ( Color Ring Back Tone is also used by some, specifically in Dialogic Application Notes) in their PABX system as long as it has digital interface for CTI boards. Technically, that is. Be careful with music copyright though!

But, in a way, CRBT was always present in PBX system in the form of HOLD music during transferring a call, call parking, call on hold ( in a limited way of course)! The same hold music was converted to CRBT which became very successful in terms of hype and revenue.

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Angel.com, a leading provider of enterprise-focused, on-demand voice solutions, today announced it is providing a number of leading brands from AstraZeneca® with its revolutionary, new Caller First(SM) voice solutions.

Angel.com has deployed a number of Caller First focused inbound and outbound IVR solutions for AstraZeneca.

“It’s exciting for Angel.com to be named one of AstraZeneca’s preferred vendors and to support them in their ongoing commitment to improving their customer experience as the landscape of healthcare continues to change,” said Dave Rennyson, President of Angel.com.

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IVR Menu System

Like any other computer software, IVR too work inputs of responses provided by the user. Though, a computer application software has widely used input devices like keyboard, mouse, voice, even hand movement, IVR applications have limited, only two types of inputs or responses. One is telephone keypad which has 12 keys and automatic speech recognition!

Another specific difference between a normal computer application software and a IVR software is, IVR can provide the options sequentially in voice while computer application software can software options in various menus, buttons, drop down menu, quick links using related graphics etc. So IVR provides its options or tasks it can perform to a caller in series of voice announcement along with key option to press or word, phrase to speak for choosing the tasks. This is known as IVR menu.

With advent of hosted IVR services, IVR application has become designing of this menu system only, while the integration of CTI hardware with various PBX systems have become standard modules provided by hosted IVR service provider.

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What is Click To Call ?
“Click To Call” normally refers to a website feature where an website visitor asks to talk to webmaster or website representative ( may be even call center) by entering his phone number. So, this Click to Call facility in a website mainly involves establishing a call between a website visitor and a representative or customer service agent. It may involve monitoring of website visitors in real time and dialing the phone number entered by the visitor manually. But using an IVR ( Interactive Voice Response), this process can be automated as well as many intelligence could be put to use!

There are many benefits of having Click To Call feature in an website in its contact us page or any page where a website visitor may need any further assistance ( for example, in e-commerce website while checking out, restaurant site for reservation enquiry etc.). Click to Call facility may reduce call waiting time for both the visitor and website representative as they are called/connected when both are free to talk on phone.

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OTTAWA, ON– Pronexus, now entering its 16th year of operation and the developer of VBVoice, the leading Rapid Application Development (RAD) Toolkit for Interactive Voice Response (IVR) applications, announced today that IVRHost, a software-as-a-service platform, selected VBVoice software toolkit to develop their application “HearMyTweet”.

HearMyTweet is a service that allows “Tweeters” to listen to their own or others Twitter messages/updates from any phone via an IVR solution. This service can be valuable for an individual who enters their PIN to access their personal account, or a company that provides a free number to hear their Twitter messages.

“HearMyTweet is easy to use and will enhance your Tweets to make them easier to listen to. It’s a great way to share your Tweets with the ‘twitter-phobic’ or just help get your word out there” said Lee Decker of IVRHost. “With Pronexus’ IVR toolkit VBVoice we were able to develop a flexible feature-rich IVR application with web service integration that our users love.”

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