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IVRS Jargon and Glossary

There are many jargon used in IVRS World! When two IVR professionals discuss IVR Application or IVR Integration with EPABX or switches, most probably, many people as well as beginners in IVRS field might just be totally clueless what they might be blabbering! So I am compiling jargon related to IVRS (Interactive Voice response System).

1. IVR/IVRS : Interactive Voice Response System. This blog is all about IVRS.
2. CTI : Computer Telephony Integration, IVRS is a CTI application. Some variants of CTI are CTI Application, CTI Board, CTI Cards, CTI Hardware.
3. EPABX/SWITCH : EPABX stands for Electronic Private Automatic Branch Exchange. Another version is PABX ( Private Automatic Branch Exchange). Switch is same as EPABX but switch is much bigger, many more features.In fact it may not be right thing to compare EPABX and Switch. But IVRS has a very close relationship with them.
4. DIALOGIC : It is name of the company who is undisputed leader is CTI boards. It is almost synonymous with IVRS.
5. ISDN PRI : Integrated Services Digital Network Primary Rate Interface. It is an interfacing protocol between CTI Boards with EPABX/Switch.
6. ANI/CLI : Automatic Number Identification, Caller Line Identification. IVR Software can detect who is calling it! Other versions are : Caller ID, CLIP.
7. R2MF : R2 Line Signaling Multiple Frequency. It is another interfacing protocol between IVRS and Switch/EPABX. use of this interface is on decline.
8. DTMF : Dual Tone Multiple Frequency, used to choose option in IVRS by a caller.
9. VUI : Voice User Interface – It is the communication medium between human and IVRS by use of speech recognition or DTMF.
10. SS7 : Signaling System 7: Variant : CCS7. Most widely used interfacing protocol between IVRS and Switch. It has many advantages over other interfacing protocols as it gives more control as well as more information to the IVR Software. It gives IVR Developers more opportunities to develop varieties of IVR Applications to suit many industries. Normally SS7 CTI boards are costlier.
11. Inbound : Normally it means incoming calls to IVRS like inbound IVRS, when user calls in to the IVRS, it is an inbound IVRS.
12. Outbound : IVRS making outgoing calls to people. IVRS making outgoing calls to people and announce some news alerts, urge for vote a candidate in elections.
13. E1 : E1 Link/Line. E1 is 2.048 Mbit/s (full duplex) which is split into 32 time slots, used countries other than Japan and USA. Other similar jargon are E1 Modem, PCM line ( used mainly by BSNL, India).
14. T1 : T1 link/Line. T1 1.544Mbits, normally has 24 time slots. used by USA and Japan.
15. Call Flow : Flow chart of IVR Software, literally. Menus for IVR application, either speech driven or DTMF driven.
16. UMS : Unified Messaging Service, an interesting IVR Application.
17. CRM : Customer Resource Management, an integral part of call center, so it is related to IVRS. Most Call Center Software has IVRS and CRM as a part of it.
18. DNI : Dialed Number Identification. Mainly used in Voice Portal and CRBT
19. CRBT : Caller RingBack Tone, an revenue generating IVR Application with intelligent usage of SS7.
20. ASR : Automatic Speech recognition, used in Voice Driven Menu in IVR Software.
21. TTS : Text to Speech Converter. Used in IVRS to read out text in an IVR Software.
22. CDR : Call Data Record. Important in Voice Portal.
23. Engage Tone, Busy Tone, Disconnect Tone : Commonly heard while working on analog CTI boards with analog telephone lines.
24. Nokia, Siemens, Ericson : Switch Vendors.
25. MSP : Mobile Service Provider.
26. VoiceXML : Latest tool for developing voice portal.

There might more jargon out there and I will keep updating them here. Readers are welcome to add few of them here. Thank you in advance.

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