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Dialogic D/300 JCT-E1 is the entry level board for anyone who needs digital network interface with PSTN network as well as voice resources in the single board. I feel, D/300 board is most used entry

Dialogic D/300 Board

Dialogic D/300 JCT-E1 board

level CTI board for many high end, feature rich IVR applications like unified messaging system, Fax Server, Caller Ringback Tone, Speech enabled voice applications.

Features of Dialogic D/300 JCT-E1 board

1. Digital Network Interface

It has both E1(2.048MBPS) and T1(1.544 Mbps) support. It supports digital interface network protocols like ISDN PRI, R2MF. ISDN PRI is widely used protocol for connecting CTI board with PBX systems. With D/300 board, it is quite easy to configure it to work with many ISDN variants as per PBX from one country to another or manufacturer.

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Dialogic, the name that goes almost synonymous with IVR, has announced availability of the DiaStar™ Server, Release 2.0, as per their press release, Parsippany, NJ , USA.

Dialogic Diastar

Dialogic Diastar Release 2.0 Available now

Project DiaStar is open source project sponsored by Dialogic Corporation that gives access to Dialogic’s enhanced media and signaling functionality using Woomera protocol. The new release has features like :-

• Call Progress Analysis (CPA) Enhancements -User-Defined Tone Detection with detection results available in both Asterisk Dialplan and the Asterisk Manager Interface (AMI)
• Robust support of SIP Video from the Asterisk Dialplan, including:
o Play and Record Audio and Video
o H.263 Support
o MPEG4 Support
• Video Transcoding between H.263 and MPEG-4
• Video Transrating
• Video scaling to enable playback of video on different sized video screens
• SIGTRAN signaling support
• Native media bridging

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Everyone involved in IVR industry may have heard reasons why normal users, customers ‘hate’ using IVR ( Interactive Voice Response) Systems. There are many reasons why people hate using IVR and how IVR could be made more user-friendly with good VUI design practices. I thought I would update top five things about IVR that people hate about.

1. Duplicate Information

When customer calls to any call center looking for support, query etc., they are normally answered by IVR and customer needs to provide their information like phone number, account ID etc. ( depending on services they subscribe to). After all these ‘question-answer-round’ and agonising repeat-confirmation round by IVR, customer is finally connected to a CSR or human agent. But immediately, customer is asked the same questions which he had already answered to IVR!

Simple POP-UP screen at CSR dsktop is the solution and many call center do not use them and the customer ire falls on IVR!

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What is Speaker Verification
Speaker verification, also known as speaker recognition, can be defined as process of authenticating ones claimed identity by comparing their voice and previously recorded or computed speech characteristics (voiceprint, which is as unique as finger print ). While speech recognition is widely used in IVR, speaker verification or recognition is different than speech recognition and is relatively recent addition to numerous usage of IVR systems.

Speaker verification is one of the recent and advanced IVR feature which is increasingly being used some IVR applications where personal identification is very important, for example, Banking, attendance registration etc. Speaker recognition can also be thought as a e-signature for verifying identity electronically.

How it can be used in IVR ?

As the name suggests, speaker verification is essentially used for authentication a IVR caller to manage his account. Since now, IVR systems have been authenticating its caller with ‘password’ or PIN ( Personal Identification Number) by pressing telephone keys or DTMF or even speech recognition.

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Voice portal services in India are one of the most successful VAS ( Value Added Service) in terms of revenue generation. Voice portal is steadily growing in India. Voice Portal operators like OnMobile, One97, Cellebrum ( Now Spice Digital), IMI Mbile, Rajasthan Patrika, etc. are few players who are spearheading the voice portal growth in India. Presently, voice portal services in India normally work on a “short code” ( short dialing number for users) and ‘users-pay-per-minute-of-usage’ basis.

Voice portal is set to continue growing in near future despite its high cost to users ( ( Rs. 6 per minute, while normal voice call in India is now as low as 45 paise per minute). It is also expected that the price will come down with introduction of subscription model, where voice portal users subscribe to its service and can avail at much lower rate that Rs. 6 per minute.

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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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