Many a times, I get request to help installing SPCI4/SPCI2 board installing in Windows 2003 Server. While installing mine, I prefer to ask Dialogic vendor to help remotely install and configure ( normally they provide free Remote Installation and Configuration, and they always do good job) the board, but many a times I also try configure myself. So, I thought I would try to list a step by step instruction for installing and configuring Dialogic Septel boards.

Dialogic SPCI4/SPCI2 Installation

While for beginners, all these terms like SPC, DPC, SS7, MTP License, ISUP License etc. may sound too technical and scaring, but these are just parameters which are needed to be filled up in two simple configuration files.

So here it goes :-

1. Try to get a new machine and install Windows 2003 Server fresh. Also install latest service pack. Please ensure you have at least two PCI slots available.

2. Download the latest version of DPKWIN.EXE from Dialogic Website. If you do not have the link, get it from your Dalogic Vendor.

3. Install the Septel Card in any of the available PCI slot.

4. Start the machine and let windows boot. If Windows Plug And Play detects the SPCI4 board, do not press Next, press cancel.

5. Also download Dialogic® PowerMedia™ Host Media Processing Software Release 3.0WIN from Dialogic Website. Demo license is available for free which works 45 days. After that you have to download new license again.

6. Now install the DPKWIN.EXE. It will install itself in C:\SEPTEL directory. After successful installation, go to windows Command Prompt and then to C:\SEPTEL. Type net start septel and press ENTER. You should get Service started message or “Service Name not found”. In that case, the DPKWIN.EXE version does not match with your SPCI4 board. You may try downloading older version of DPKWIN.EXE.

You can stop the Septel service by using the command : stop service septel.

6. Once you get “Service Started successful” then, you may think that the board is detected successfully and running now! The next exercise will be for configuration of the board.

You have two files to edit,

1. system.txt
2. config.txt

As the name suggests, system.txt is used to instruct which modules, protocols to be executed by the SPCI board.

config.txt contains the parameter required to communicate with remote telecom switch. Few parameters which of importance and must in config.txt files are

1. DPC (Destination Point Code)
2. OPC (Originating Point Code)
3. SIF (Signaling Information Field)
4. SLC (Signaling Link Selection)
5. Timeslot with link
6. CIC values.

After the configuration is done, one has to start the SS7 link by running gtload -d command on command prompt. After it loads successfully, open another command prompt, and run the command mtpsl act 0 0 .

These values are provided by the telecom service provider. Most of the time, telecom service provider uses their own jargon for the above values which may create confusion.

The protocols like MTP3, ISUP, MAP have to be bought from Dialogic separately and they provide license button which needs to be installed in the board. Without these licenses, the system stops after every 10 hours.

Depending on application requirement, both the system.txt and config.txt has to be modified accordingly.

Donjin’s Keygoe series of multimedia switches are communication platform which can handle almost all types of voice, video applications in any size. While the entry level KeyGoe Series product Keygoe1000 starts with 1 channel and can be increased to 240 channels, and high end KeyGoe Series like KeyGoe 3000 has up to 127 E1 lines.

KeyGoe Donjin Multimedia Switch

All KeyGoe Series products support all types of available telecom protocols like ISDN PRI, SS7, IP ( RTP, H.323 etc). So, a KeyGoe series of product is almost future proof which will never go obsolete. Keygoe series multimedia switches are independent rack 19″ rack-mountable.

In their voice resources, they support all types of CODEC, play audio files of many formats like WAV, ADCPM, Dialogic VOX format. They have inbuilt echo-cancellation, AGC ( automatic gain control), full duplex audio playing and recording. They have VAD ( Voice Activity Detection) as well as CNG ( Comfort Noise Generation).

KeyGoe series products provide 1:1 conference facility for all voice resources. They have built in FAX resources too.

They support Windows Operating System, Linux ( Kernel Version 2.6 and above) and have SDK with many sample codes in C++, C#, Delphi.

The installation and configuration is also quite easy with visual tools to configure various parameters.

KeyGoe Series products are very feature rich, low cost but performs very well. All types of IVR applications as well as telecom solutions can be provided using KeyGoe series of products. Developing Voice applications, Conference application, FAX applications are quite easy using Donjin KeyGoe products.

Donjin support has improved a lot over the time and they have now a big number of installation in India. KeyGoe series products are being used in Hosted IVR solutions, Voice based Value Added Services, Hosted Conference Services as well as hosted Outbound IVR ( Bulk Voice Calling).

KeyGoe series products from Donjin are available at Sunshine Telesoft (P) Limited. in India.

IVR system is not just a clubbing together of state of the art CTI boards, high end servers, very easy to drag and drop tool design IVR call flow for flexibility. One of the saddest part about IVR development is, the users may not appreciate about these technological break-through like SS7, ISUP, CPA ( Call Progress Analysis), accuracy and speed of speech recognition or the or intricacies involved in detecting disconnect tone, engage tone.

They simply care about what menus they hear and if the options they press or speak works! They are least bothered about the hard work some one may have put in to detect her key presses, or recognise heavily accented English numerals, but only if the IVR retrieves the information it promised in its menu. The appreciate only when they can understand the information read out to her listening first time without having to press a key to listen again!

It may not be possible to satisfy all the users of an IVR system, but by using well scripted menus in simple language and intelligently constructed sentences may surely help majority of the people to use IVR system without having to learn the IVR before using it.

The answer to all these problems faced by IVR users and making IVR more useful and user friendly is ‘scripting of the IVR menus’! Script writing for IVR means, writing the IVR menu options in simplest language, well formed sentence so that the listener understands the message accurately without having to concentrate.

IVR scripting can be used in three areas to improve IVR usability:-

1. Scripting the menus
2. Dividing complex menus to simple sub menus
3. Scripting the phrases used for providing information

1. Scripting the Menus

This is quite straight forward. The menu options where IVR gives some options to the IVR user to either press telephone keys, or speak some word or phrase, should be properly scripted. Accuracy of the options is of course a must and forgone conclusion. For example, if the menu says, “To transfer your call to a customer care executive, please press 9″, then on pressing 9 by the caller, the IVR should transfer the call to customer care executive, not to the main menu!

2. Dividing complex menus

Script writers will divide complex options or large options will divide into some groups, and make it two level menus, in place of one. This will not only help first time callers, but also make it more user friendly faster with using ‘cut through’ key pressing!

3. Scripting phrases

Now a days, IVR has to retrieve many information from various locations through either database look up or by using API. Also, it may have retrieve information in bits and pieces from different servers, then knit them together, and then finally produce a sentence which would present a complete required message/information to the IVR user! Now that may not be easy for an IVR engineer! So, one must use a professional script writer for writing these phrases either to be recorded or used with TTS.

Without proper scripts used in IVR menus and in information, IVR will not be usable at all, even by expert IVR users! It will be very frustrating for users and all the great technologies used to design and develop IVR system will completely go waste!

It may not be easy to define a successful IVR ( Interactive voice response) System. In single line, one IVR system could be termed successful when it has lowest abandon rate by both genuine new and old callers. When an IVR system is designed to perform some specific task for a caller, if the caller completes those tasks using the IVR easily at the shortest time possible, then the IVR will have very less abandonment rate and the IVR could be termed successful IVR.

For example, if one IVR system retrieves outstanding bill for telephone number, the caller should be able to hear his/her outstanding bill at the shortest possible time, without failure with having to choose minimum options, either using DTMF/Key-press or voice command. If the caller disconnects the call before he hears his outstanding bill amount, then it would be ‘abandon of IVR call’. But if the caller listens to his outstanding bill amount, and then disconnects the call, it is ‘successful IVR call’.

So, apart from technical challenge (developing the IVR software, integrating with PBX/ IP-PBX etc.), the major consideration for IVR or any voice application for matter, remains making the most user-friendly IVR call flow or Voice User Interface (VUI) design. So, success of IVR will depend on majorly on the VUI design! The callers who are the users of IVR system, will care little about the technology involved for developing the IVR system and will care about only the information they want. If they do not find it easy to get the information they want, IVR system is useless for them. ( One may check #ivr #ivrs trending in twitter.com to find how people hate about IVRS, everywhere in the world!)

There are two types of caller, new caller and old or regular callers to any IVR system. One of the most common complaint by regular caller is the change of menu options! In any customer care IVR system, normally, regular caller outnumber new callers, if call flow is changed, suddenly, there is no longer any old or regular caller for the IVR as everybody becomes new caller. Everybody will have to listen to all menu options as long as the prompts play! This increases not only abandon calls, but also increase time spent on the IVR system by callers! Normally, IVR system should aim to complete its ‘task’ at the shortest time, to server more caller with fixed number of lines.

Recently, I have experienced increase in demand from IVR users who wanted to have options to change the call flow using some visual tools, I always wanted to discourage them! Though visual tool is an excellent way for developing IVR application, it should not be used to keep changing the call flow quickly or just for the sake of changing it and just because one has a easy visual tool to change it! Else the very purpose of installing IVR system would be defeated and one will own a failed IVR system with high call abandon rate!

Designing IVR call flow is very important for success of an IVR deployment, and sticking to the same call flow is also equally important. Call flow should be changed only when it is a must, other wise IVR call flow should not be changed. One is sure to see spike in abandoned calls when call flow is changed.

CTI (Computer Telephony Integration) Boards, Also known as CT Boards (Computer Telephony boards), is the interface between various IVR software running on the computer and the telephone network. It is normally a PC add-on boards which is installed inside PC/Server Chassis and which is connected to telecom network physically with through E1 or Analog FXO.

With introduction of VoIP communications, CTI is no longer just hardware based, it can also be software and using existing network interface cards in the server of PC. For example, Dialogic HMP 3.0 is software CTI like solution for VOIP or SIP phones. With 3G being introduced, we might see end of CTI boards!

Indian CTI market is getting crowded with new vendors now a days. Gone are the days when CTI boards mean Dialogic. We now have almost all vendors opening shop in India from all over the globe. Many Chinese companies have opened office in India and selling low cost CTI boards in price sensitive market like India.

Here are few new players which have become quite active lately in Indian market:-

1. Sangoma is a Canada based company which has 2 port analog USB based cards to 8 E1 PRI boards. They have also recently launched SS7 boards. They support Asterisk as well as has own API for developing voice applications. Alliance Infotech is their Indian distributor along with ForeMost Systems. All computations are done on the Host PC making their board sizes small. But it also increases CPU usage of the Host PC. Another disadvantage is, they do not provide Echo Cancellation and CPA ( Call Progress Analysis) as a default feature.

2. Synway is Chinese company which has large range of products beginning with 2 port analog USB boards to high density server based media gateways with 64 E1 connectivity! They have low cost, high performance and feature rich boards. They claim, they are now number one for voice logging products in India. They have products supporting both Asterisk as well as own API for developing IVR applications.

3. Donjin is another Chinese company which has analog CTI boards as well as high density KeyGoe Series of products which has 48 E1 connectivity per system! They support Dialogic APIs for their voice boards upto 8E1 which is a major advantage for them as there are many Dialogic based voice application developer in India. Their boards are feature rich as well as much cheaper than Dialogic.

4. Aculab is UK based company and they sell both CTI hardware as well as voice applications. They are not very cheap, but their boards are most suitable for voice portal applications. Recently, India has witnessed rapid growth of voice based value added service (VAS), and Aculab has potential to grow here. ForeMost Systems is their Indian distributor based in Mumbai.

5. OpenVox is another Chinese CTI board manufacturer which are Asterisk based. They have both analog and Digital voice boards. They are also very competitive. ForeMost Systems is their Indian distributor based in Mumbai.

6. AudioCodes is Israel based company which provides TDM and IP based telephony servers for value added services.

Apart from these foreign companies, there are few home grown CTI board manufacturer who provide complete solutions from CTI boards to Voice Applications. Few Indian companies who provide CTI boards are:

1. ExtendIVR : ExtendIVR is majorly known for their IVR platform ExtendIVR, but they also have CTI boards.

2. OZONTEL : Ozontel Systems, based out of Hyderabad has come out with a dual port E1 PRI CARD. It was integrated with Asterisk and comes atleast at half the price of cards which are being imported. Its manufactured within India and hence support is available for both s/w and h/w out of India.

3. Punjab Communications Limited is one of the oldest IVR companies in India which has their own CTI boards.

Though Dialogic is still the biggest CTI vendor in India, but with these new CTI companies, we can expect dominance of Dialogic will reduce and IVR users will have more choice. As per Dialogic, they will soon come out with voice products specific to India which will be aggressively priced keeping mind of these competitions.

One of the advantages of using Donjin boards is easy portability of C++ codes written for Dialogic boards to Donjin boards! It should not take more than one hour for porting C++ codes from Dialogic boards to Donjin boards. Though, recently introduced KeyGoe series of products from Donjin has totally different API than of Dialogic, but its TDMA CTI boards like DN300, DN600 etc. uses ‘similar’ API as that of Dialogic boards!

Dialogic

Donjin Boards support Dialogic API

Here is the step I used for porting Dialogic C++ codes to Donjin boards in less than an hour:-

1. Header files
Donjin SDK DJNADK is freely down loadable from Donjin website. But it does not contain header files for its LIB files! So, in order to compile your C++ code for Donjin boards, you need to include header files from Dialogic SDK and include LIB files from Donjin. Normally, Dialogic SDK files are located in Program Files\Dialogic\inc while Donjin library files are located in DJNADK\Lib. So, one has to use the correct paths for Include files and then LIB files.
Normally, the below files are needed to be referenced for compiling C++ code for Dialogic Boards
a. libdtimt.lib
b. libdxxmt.lib
c. libgc.lib
d. sctools.lib
e. libfaxmt.lib
f. libsrlmt.lib.
which are found in Lib folder of Dialogic SDK.

And for Donjin boards, the following LIB files need to be referenced :-
a. DNDxxx.lib
b. DNGC.lib
c. DNFax.lib
d. DNSRL.lib
e. DNSCTOOLS.lib
These files are found in DJNADK\Lib folder.

Once these references are made correctly, C++ code gets compiled for Donjin boards !

2. Audio file
Dialogic uses VOX files as well as WAV files for playing back audio files on its boards. While Dialogic supports 8 Bit Mono with 11KHz sampling rate, Donjin supports only 8 Bit Mono with 8KHz sampling rate. So, if your Dialogic code plays WAV files with sampling rate 11KHz, you must change all WAV files to 8KHz sampling rate. It could be a real time consuming job as each files needs to be changed one by one. I have not found any tool/software to change format of WAV files in bulk or all files in a directory yet.

So, once these two processes are complete, your IVR application written in C++ could work in Donjin boards! Many people now days prefer low cost Donjin boards to save initial investment for their On-Premise IVR solutions. The developers who have written Dialogic IVR Application in C++, they can easily port their codes to Donjin CTI boards.

CRBT (Caller ring back tone), also popular as “Hello Tunes” in India, has generated almost 25% of total VAS ( Value Added Service) revenues. This kind of revenue pattern is same worldwide where CRBT has been a major revenue earner for any telephone service provider in its VAS portfolio.

So, what is the next of CRBT ?

If one observes closely about this music or song in mobile industry, one will observe certain trends. Here is how it worked.

Ring tone :
First, popular songs were used a ring tone which was played in the mobile handset as soon as any incoming call came. Not too distant in the past, it was a major revenue source for all involved in it, music producer, Mobile Phone service provider and VAS provider. But with lowering cost of high end mobile phone with MP3 players, and Blue Tooth enabled Mobile phone with easy computer connectivity has almost wiped out Mono Ring Tone from the market. Now, mono ring tones are heard only in very low cost mobile handsets.


RBT ( Ring Back Tone):
Once, Ring Tone revenue was going down, CRBT ( Caller Ring Back Tone) came along! Though the technical term remained RBT ( Ring Back Tone), it was christened with various names in India by various mobile operators, like Hello Tunes, Caller Tunes, PRBT ( Personalised Ring Back Tone) etc. In CRBT, a song was played to the caller by the called party and the called party could configure which song to be played. The called party could even configure specific song for specific phone number based on caller id detected.

So, song used to play on the handset, heard the handset owner in incoming call and could be configured by the handset owner. It graduated to be played on incoming call, but heard by the caller, configured by the called party ( equivalent of the handset owner), now the phone number owner! The caller has not control on the song or music he listens as RBT!

So the next generation CRBT is, listening to music as per your choice while you are calling a phone number! Technically, its implementation is same though!

UPDATE : Tata Docommo in India is already providing this kind of service where caller listens to a song every time hi makes an outgoing call as per his choice. It is powered by ‘Reverse CRBT’ from OnMobile, major VAS company in India.

There has been lot of talk about video IVR or IVVR ( Interactive Voice and Video response System) recently. Dialogic also has announced recently of their availability of Beta DiaStar™ Server, Version 1.1, “Allowing developers to create video applications for fixed and mobile phones. this brings into variety of existing video features into open source marketplace.” (Dialogic Press release) Indeed a good news for large open source Asterisk IVR/IVVR developers.

Dialogic Releases Beta DiaStar

Dialogic is no doubt the leader in the field of CTI boards, Telephony Signaling products in the world and this initiative by Dialogic to make their existing Video enabled products accessible by open source developer community will boost the development of video IVR applications.

Now, can Video IVR or IVVR can be the next big VAS for Telecom operators ?

I think so and here are my reasons:-

1. 3G is available
3G has been introduced almost everywhere in the world including big Telecom market India by state run mobile service providers BSNL ( Bharat Sanchar Nigam Limited) and MTNL ( Mahanagar Telecom Nigam Limited). MTNL operates in two big Indian metros New Delhi and Mumbai while BSNL operates all circles in India other than New Delhi and Mumbai. 3G is the requirement for video call in the mobile network and 3G enabled phone is the requirement at the user end. 3G enabled mobile phone with twin camera for video calls have been in the market for long time now. Also entry level 3G enabled with camera is now available at less than $100, even in India. So using video applications or services by large number of users is a reality in India.

2. Innovative Video Application
Think about getting an SMS alert about Mahendra Singh Dhoni’s huge six with a link to make video call to watch it! Or an SMS alert informing about Irphan Pathan getting out Ricky Ponting out by a yorker ? Who in India or in Indian subcontinent want to miss it ? Video IVR creates possibility of many innovative video application which will entice user to avail video value added services! If YouTube could be such a hit, video IVR with large contents and innovation would also be hit!

3. Concept of citizen journalism or citizen activism
People are getting used to the idea citizen journalism now. With video IVR, there will be people who would be uploading video footage about events immediately for large audience which will be available simultaneously on internet, TV or mobiles of any 3G users!

4. Customer care
Video IVR may revolutionize customer care and call center industry! With video call, many problems by customers could be solved remotely as proper instruction could be provided to the customer for self-help. Frustration with traditional voice based IVR where they are made to speak to machine, by customers would also reduce as through video IVR, they can discuss with customer care executives face to face!

5. Video Advertising, blogging, cinema etc.
Video blogging can be expected to increase by many fold! Video portal would have much larger audience with 3G users. People would be able to watch trailer on movies before they buy a ticket for it over video IVR! SMS advertising would give away to video advertising now! Watch TV advertising on your mobile!

6. Utility Services
A user will be able to video weather conditions live at any place! Phone banking will be replaced by video banking which will make it more secure as well as personal! It will be very useful in healthcare industry where specialist would be able to instruct many locations simultaneously from a remote location!

So, innovation and ideas are many for video IVR applications! So, if video IVR is introduced after 3G, it may be the next big VAS ( Value added service) for mobile operators!

Donjin DN300 is equivalent of Dialogic D300-JCT board. It has one E1 connection ( RJ48 ) and 30 voice resources. Recently, I had an opportunity to test a DN300 board with our EPABX of Coral make DX2000. We used our Predictive Auto Dialer Application, written for Dialogic Digital CTI boards.

Donjin DN300 Board

1. Much like its Dialogic counterpart, it has one E1 with RJ48 connectivity for 30 voice resources and built in signaling protocols.
2. It supports ISDN PRI ( widely used now a days), R2MF. It also supports SS7 ( MTP, TUP, ISUP, SCCP) good enough for any voice portal or intelligent IVR applications.
3. It can work with any other voice boards. For example, it can work with Dialogic boards installed in the same machine. It can be very advantageous for upgrading a system with existing Dialogic boards with new Donjin boards.
4. It is quite cheaper than Dialogic equivalent board. Its market price is around Rs. 120,000/- only and if some one buys from www.ivrsworld.com, he will get another 5% discount. You may buy Donjin DN300 Board from here.

We were provided one DN300 board by Donjin India distributor Sunshine Telesoft (P) Limited, Mumbai. We used Coral DX2000 EPABX with E1 ISDN PRI (EURO) protocol.

We were also informed that it we just need to recompile our Dialogic C++ application using Library files of Donjin NADK SDK. So, first we tried to recompile our Dialogic Application! And wow, we got almost 2500 errors! On investigation, we found out that Donjin NADK does not have any C++ header files for its Library files (They use Dialogic header files only)! Also it uses different names for its Library files than Dialogic ones! Technical support team from Sunshine Telesoft has been quick enough to point me out my mistakes and correct them. And next instance, our code for Predictive Auto dialer Application were rebuilt successfully for Donjin board! It took hardly one day!

Next task was to integrate Donjin DN300 board with DX2000 EPABX! It took pretty long time but it was not fault of Donjin DN300 board, but a fault from EPABX. Finally after many days ( almost 40 days), EPABX guys could find a small programming error due to which calls were getting disconnected! Finally they agreed with our ISDN trace ( Donjin has very powerful and easy to use ISDN trace logger, unlike difficult to use Dialogic tools). Changing parameters like CRC status, Trunk mode/Network Mode in Donjin DN300 boards are quite easy compared to that of Dialogic Boards! Once Donjin DN300 with successfully integrated with DX200 EPABX, we run our application for 48 hours.

It made total 600 outgoing calls. Purposefully we made 10 destination numbers busy, 10 destination numbers which did not exist, 10 destination numbers with CRBT(Caller Ringback Tone), 10 numbers on call waiting. Donjin DN300 board could give all status 100% accurately! So we were very happy with Donjin DN300 performance.

Many people may be skeptical about quality of Donjin boards for it is being priced low or it is a Chinese product, but I did not find any problem when it worked for 48 hours. According to me, if it works for 48 hours, it could work for 48 days together. Very soon, we hope to deploy one predictive Auto Dialer System with Donjin DN300 board and would like to update this post with my experience with it.

Contact address for Donjin Boards, in India :-

Manager (Sales)
Website:www.sunshinetelesoft.com
Sunshine Telesoft (P) limited
Suite # 513, Laxmi Mall, New Link Road, Andheri (W), Mumbai, India – 400053.
Tel: +91 22 40 365 365.
Fax: +91 22 40 365 300.

CRBT (Caller Ring Back Tone) is a very popular IVR application used in Telecom Industry. It is known as “Hello Tunes”, “Caller Tunes” in India. CRBT is a fairly simple IVR system which has a smart call routing and a IVR application which plays one audio file, a music as per choice by the CRBT subscriber. CRBT is one of the highest revenue earner for Telecom companies in voice based value added service (VAS) all around the world.

CRBT can also be used as very useful, targeted advertising tools where the IVR software will play an ad jingle instead of a number for chart topper, or a old hit. The ad jingle to be played can be chosen by the following criteria:
1. Caller Id : Since IVR application will know both the caller number and called party number, it can choose ad jingle based on the caller ID. For example, if the caller id is an land-line number, a ad jingle related to land line facilities should be played. When caller ID is a Airtel land line number, why not play a internet facilities available on Airtel land-line number ?
2. Area of Caller ID : Area of caller can be decided based on the caller id. In case the caller ID is a mobile number, first 4 digits of the caller ID will determine the area of the caller. And if the caller id is a land line number, the first 3 digits which is a STD (Subscriber Trunk Dialing) code which denotes an area. So, using this information, the ad jingle can be chosen.
3. Telecom Operator Wise : From the caller id and the called party ID (DNI, Dialed Number Identification), Telecom operator can be found out. Advertisement can be targeted by Telecom Operator too. For example, all BSNL caller would be played about 3G availability on BSNL network!
4. Integration with Billing Server : If IVR Server or CRBT Server is connected to billing server, than high paying customers, prepaid customer, post paid customer can be identified and accordingly ad jingles can be targeted.

Advantages of CRBT advertisement :
Advertising on CRBT is new. But it is obvious that there are certain advantages of CRBT advertising. It can be very targeted advertising. The advertiser would know exactly how many times ad jingles has been played and to whom. He would be able calculate his conversion rates.

I think CRBT advertisement would pick up in India soon. There are people who are experimenting on it. But we are still to see wide scale adoption of this advertisement platform.