Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipient. Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipient. An IVR system (IVRS) accepts a combination of voice telephone input and touch-tone keypad selection and provides appropriate responses in the form of voice, fax, callback, e-mail and perhaps other media. An IVR system consists of telephony equipment, software applications, a database and a supporting infrastructure. Common IVR applications include: Bank and stock account balances and transfers Surveys and polls Office call routing Call center forwarding Simple order entry transactions Selective information lookup (movie schedules, etc.) An IVR application provides pre-recorded voice responses for appropriate situations, keypad signal logic, access to relevant data and, potentially, the ability to record voice input for later handling. Using computer telephony integration (CTI), IVR applications can hand off a call to a human being who can view data related to the caller at a display. 'Interactive Voice Response (IVR)' is part of the: Call centers Glossary Internet applications Glossary Internet technologies Glossary Software applications Glossary Telecom Glossary

1. Corporate Services
www.thecorporateservices.com
Corporateservices@outlook.com

2. What is Insight IVR?
Insight IVR is a powerful software that allows companies
to turn their vision of an interactive call flow into reality.
The software consists of two main parts:
- The Call Handling Engine -
- The Application Generator -
Insight IVR is built on a software platform that has been
developed over the last 20 years. The product has been
proven around the world to be flexible, robust, and
reliable.

3. The diagram above depicts Insight’s typical network topography. The IVR
system is connected to a telephone network through which it can send and
receive calls. Since Insight now supports direct VoIP connectivity, your
system can also be stationed anywhere with an Internet connection. For
example, a call originating from India can terminate directly via IP to an IVR
Server in the United States.

4. The Call Handling Engine
PEC has always prided
itself on its robust call
handling engine. The
engine has been installed
in over 10,000 locations
throughout the world and
has handled tens of
billions of calls since its
inception in 1984.
The call handling engine
is built upon Intel
Dialogic’s voice
processing technology,
which guarantees
robustness and reliability
regardless of call volume.
• View live call activity
• View the status of any line in real-time
• Change the status of any line in real-time

5. The Call Handling Engine
Viewing the Line Status
The Call Handling Engine
indicates to you the
current status of each line
using different colors to
represent each state.
With one quick glance,
you will easily know which
lines are in each state.
WHITE indicates an inactive state or a transitional state – such as dialing out.
BLUE indicates a state of playing a file to a caller.
PINK indicates a state of receiving digits (DTMF) from a caller.
GREEN indicates a state of two lines being patched.
RED indicates a state of message recording.

6. The Call Handling Engine allows you to control the settings of any line/port by simply
clicking the right button on your mouse. The different settings a line can be set to are:
• Enabled makes the port active
• Disabled makes the port inactive
• Inbound sets the port to only accept incoming calls.
• Outbound sets the port to only make outgoing calls.
• Disconnect cuts off any call in progress and clears the port.
• Busy Out sets the port to a busy state so no new call can come in or go out.
The Call Handling Engine
Individual Port Settings

7. The Call Handling Engine
System Properties
Insight IVR is one of the only
packages designed to support almost
every phone network in the world. It
supports analog, T1, E1, R2MF, H323,
SIP, and SS7 protocols.
• Trunk Type lets you choose from
different telecom protocol types that
are provided by service provider.
• Signaling lets you choose from the
different telecom signaling types
available throughout the world.
• Media Resource lets you choose the
different functionalities of a selected
line/protocol like voice, fax,
conferencing.

8.  Handles both TDM and VoIP without the need for a gateway
 Handles up to 4 million calls per day on a single system
 “Pay as you grow” allows you to start with 4 ports and scale up
to 480 ports as your business grows
 Handles up to 100 different applications on a single system
 Every Call is Answered Immediately
 Port settings can be changed on the fly
 On-screen Call statistics
 Remote Diagnostics and support
The Call Handling Engine
The Advantages

9. The Application Generator
Insight IVR allows you to easily design
and customize interactive telephone
applications using a simple drag and
drop interface.
Start out with a call flow sketch on paper
and within minutes you can build a fully
functional application that your clients
can call into.

10. This Insight "Fast Build Kit" is designed to help you meet deadlines. The Insight Drag and
Drop development facilities provide full featured icons which can be moved and
connected to a free form call flow. Do you want to play a file? Get a record from a
database? Call out to a customer? No problem!
The Application Generator
Insight Fast Build Kit

11. Text to Speech
Speech Recognition
Touch Tone Detection
Database Interaction
Voice Messaging
Call Transferring
Voice To Email
Fax To Email
Email
Outdial
Read/Write Text File
Launch Program
The Application Generator
System Features

12. System Features
Text to Speech
Text to Speech is an
extremely easy
feature to use.
Simply type any text
into a field and Insight
IVR will speak the text
to the caller.
• Eliminates the need to record prompts
• Allows for quick, on-the-fly changes to a script
• High-quality, Professional Sounding Voice

13. System Features
Speech Recognition
Insight IVR’s Speech Recognition feature
makes customer interaction with your system
quick, convenient, and simple.
Insight’s Speech Recognition module
recognizes words, names, spoken letters, and
numbers.
Callers can spell names, order products, enter
account numbers and zip codes, all without
entering a single touch tone on their phone.

14. System Features
Touch Tone Detection (Get DTMF)
The most common method
through which Insight
communicates with a customers
is through Touch Tone.
Customers can choose from a list
of selections, enter account
numbers, enter their security
code, etc, all through the numeric
keypad on their phones.
Insight allows you to specify the
number of digits to expect and
the maximum amount of time to
wait in between digits to make
the call flow as seamless as
possible.

15. System Features
Database Interaction
Many IVR applications require
database interactivity. Insight
provides interaction with multiple
databases such as Microsoft
Access, Microsoft Excel, dBase,
FoxPro, SQL Server, Oracle,
MySQL, Informix, Text Files and
many others. It is also ODBC
compliant.
Insight IVR can perform all the
standard database actions such
as Reading, Writing, and
Querying.

16. System Features
Voice Messaging
Insight IVR provides voice messaging capabilities
whereby callers can access the IVR system, leave
messages, retrieve messages, and review
messages. Each message is individually dated and
time stamped and kept in the order they were
received.
There is no limit to how long a message can be,
and as soon as the message is left, it is available
for your IVR application to access.

17. System Features
Call Transferring
Insight IVR allows you to
transfer callers dynamically to
other telephone lines. Callers
can be transferred with a blind
transfer (unconditionally) or
with a supervised transfer
(monitor the call status before
transferring).
Insight also supports call
patching, whereby multiple
callers can be connected
together into the same
conversation.

18. System Features
Voice To Email
Insight IVR can take a voice message and
deliver it to any specified email address.
This feature allows subscribers to listen to
messages on their computers and then
archive the messages appropriately on their
own computer.
Since the message is sent via standard
email, the email can be opened from any
Internet terminal in the world which gives
subscribers mobility and flexibility.

19. System Features
Fax To Email
Insight IVR can receive and send faxes.
When Insight receives a fax, it can deliver
it to any specified email address.
This feature allows subscribers to view
their faxes on their computers and then
archive the faxes appropriately on their
own computer.
Since the fax is sent via standard email,
your subscribers can take their virtual fax
machine with them anywhere in the
world.

20. System Features
Email
IVR can be used to send emails dynamically, with or without attachment files.
For example, if your IVR application is designed to take orders for Auto Parts,
the Email feature of Insight can automatically email the order information to
the manufacturer so that they can drop ship the item to that customer.

21. System Features
Outdial Capability
Insight IVR allows you
to dynamically call out
to customers & clients.
Based on the status of
the call, whether it be
busy, no answer,
connect, answering
machine, fax machine,
or operator intercept,
Insight allows you to
choose what action to
perform.

22. System Features
Read/Write Text File
Insight IVR allows you to read and write to
both text and CSV files.
This Read feature allows you to dynamically
read any information from a text file into your
application. This feature is often used for
data that is constantly changing.
The Write feature is usually used to keep a
call log or an event log of caller activity.

23. System Features
Launch Program
Insight IVR allows you to run
another program or call the
dispatch function of a DLL file
from within IVR. This feature
can be used in several practical
ways including running
Notepad, virus scan, disk
defragmenter, disk backup, file
compression (ZIP) or any other
program.

24. System Requirements
Windows 2000 Pro / XP Pro / 2003 Server
Pentium III 1 GHz or Higher
128 Megabytes of RAM.
20 GB Hard Drive
CD-ROM Drive.
Network Card
Modem
Database software (if application requires)
Intel Dialogic Boards or HMP Firmware
Insight IVR Software

25. Some Industries that Use Insight IVR
 Information Provider Company
 Human Resources Department
 Help Desk Applications
 Cable TV Company
 Retail Business
 Order Entry Applications
 Insurance Company
 Healthcare Industry
 Telecommunication Companies
 Transportation Industry
 Utility Companies
 Schools, Colleges & Universities
 Financial Institutions
 Financial Services Company
 Entertainment Industry

26. The Application Generator
Sample IVR Flow Chart

27. The Application Generator
Sample IVR
This Application
welcomes each caller
and asks him to
choose whether he
wants to listen to his
horoscope or wants
to talk to static
operator or wants to
talk to available Live
Operator. If User
chooses to listen to
his horoscope he will
be asked to choose
his sun sign and
based on his sun sign
selection a horoscope
will be played to him.
If user selects to
talk to operator,
his call will be transferred to operator or if he chooses to talk to live
agent he is connected to outside live agent. In every case incoming
call is logged in Database with its starting and ending time.

28. Real World Applications
Quiz
Music Messaging
Speech Recognition
Polling
Debit Card Platform
Zee Business Baazigar
Voice Messaging
Automatic Payment
Reminder
Virtual Calling Card
Customer Service

29. Real World Applications
Quiz
Customer Application
A Quiz game show was required based on the concept of famous
television game show “WHO WANTS TO BE MILLIONAIRE” for
PSTN Network.
The Insight Solution
The caller calls into a specified “quiz” number. Caller is asked
different questions one by one. Then the caller is informed of his
score (achieved from correct answers) at the end of each call, along
with his cumulative score over a period. The aim of the quiz is to
reward the caller who gets most questions right. The quiz contains
questions on topics like Movies, Sports and General Knowledge. The
questions are of varying toughness. Points are awarded to customers
according to the difficulty level of the question.

30. Real World Applications
Music Messaging
Customer Application
A unique song dedication service was required where a person can send a
desired song to another person with his personalized voice message.
The Insight Solution
Caller calls a predefined number which then takes him through an interactive
voice response system (IVRS). He then selects from various song categories
such as English songs / Arabic songs / Hindi Songs and then from various
sub categories such as Band songs / Modern songs / Film songs etc. IVR then
one by one plays the various songs under the selected song category. Once
the caller selects the desired song, he is prompted to record his personalized
message. Caller then enters his phone number, destination number and
specific date & time when he wants to send the song. Selected song along
with message will be played to destination number on desired date and time.

31. Real World Applications
Railways Speech Recognition
Customer Application
Railway handles two kinds of enquiries viz., arrival/Departure Enquiry and
Reservation Status Enquiry. Earlier Both Arrival/Departure Enquiry and Reservation
Status Enquiry were handled manually. An application was required to automate it.
The Insight Solution
IVR asks caller whether he wants to enquire Arrival/Departure status or Reservation
Status. In case of reservation status, the call is handled by Reservation Status Enquiry
IVR. If caller opts for the Arrival / Departure Enquiry then the caller is asked whether
he knows the Train Number or he knows the Train Name. In case caller opts for the
Train Number option, he is asked to enter the Train Number from touch tone phone
and is informed of arrival/departure status of entered train number. If caller opts for
the Train Name option then the caller is asked to say the “Train Name” and either
“Arriving”, if he wants to know the arrival details of the Train or “Departing”, if he
wants to know the departure details of the Train. The caller’s speech is recognized and
the caller is informed of corresponding train details from database.

32. Real World Applications
Polling
Customer Application
An application was required for opinion polls where
callers can leave their opinion about a particular
question with limited number of options available as
possible opinion so that a general public opinion can be
known.
The Insight Solution
IVR asks every caller a question with limited number of
options as its answer. Caller selects an option by
pressing a key from his touch tone phone and register
his vote about the subject of opinion poll. His vote is
logged in the database. He can further be asked to
record his opinion on poll subject. Finally after allowed
time for poll expires, all votes are counted from
database and depending on maximum entries for a
particular option, a general public opinion can be
declared as the result of opinion poll.

33. Real World Applications
Debit Card Platform
Customer Application
An application was required to provide functionality of
debit card which can be used by customers for shopping
or any such purpose where he needs to carry cash
otherwise.
The Insight Solution
Every Customer is provided with a unique card number.
An account is maintained for every card number. When a
customer uses it, he is authenticated through his unique
card number and his account balance is checked so as to
validate him for transaction he is willing to commit. If all
is validated, then his account is debited of the money and
the money is transferred to other account (where money
is expected to be transferred).

34. Real World Applications
Business Master
Customer Application
An application was required to register the callers and decide the level of
their IQ based on the correctness of answers given by him to the questions
as asked to him.
The Insight Solution
IVR asks caller about his personal information like age, sex, education,
employment, income, telephone number and asks caller to record his
name and address. Then IVR asks caller some random general knowledge
questions one by one and keeps count of his score based on number
correct answers given. At the end of the call, caller is informed of his score
and his IQ level is decided accordingly. If his IQ matches the minimal
criteria for entering next higher round, he is given a unique registration
number for further communication.

35. Real World Applications
Voice Messaging
Customer Application
A unique message dedication service was
required where a person can send a personalized
voice message to another person for desired at a
desired date and time .
The Insight Solution
Caller calls a predefined number which then
takes him through an interactive voice response
system (IVRS). There he is prompted to record
his personalized message. Caller then enters his
phone number, destination number and specific
date & time when he wants to send the message.
Message will be played to destination number
on desired date and time and caller will be sent
a confirmatory SMS on his mobile of delivered
message.

36. Real World Applications
Automatic Payment Reminder
Customer Application
An application was required which can
automatically remind users of their
pending bill payments as their due date
approaches.
The Insight Solution
IVR Picks a Telephone number from
the Database whose payment is due.
System dials that number and if
connected plays the pre recorded
message that your bill payment is due…
Please pay the amount early to avoid
disconnection. System tries all numbers
a specified number of times until the
call made to them is successful.

37. Real World Applications
Customer Service Application
Customer Application
An application was required to service the valid account
holders regarding their queries and alert them if they are
approaching their account expiry. Account Holder should be
given assistance even in night when no Customer Service
Representative is available.
The Insight Solution
IVR works differently according to day and night. During day hours, if an account
holder calls in with his query, he is authenticated through his account numbers.
If authenticated, he is reminded of approaching expiry of his account if time left
in expiration is less than 3 months and then he is connected to his particular
service representative for his Query. If his account has already expired then he
is connected to operator to renew his account. During night hours, if an account
holder calls in, he is asked to record his query with his account number. The
technical representative is immediately alerted of the message on his
mobile/pager. Technical representative can also call into the system to listen to
all the recorded messages and service them accordingly.

38. Thank You
Corporate Services
www.thecorporateservices.com
corporateservices@outlook.com