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Developing IVR applications, which does not rely upon the DNIS,ANI for invocation and DTMF for decision making.

IP.com Disclosure Number: IPCOM000020218D
Original Publication Date: 2003-Nov-03
Included in the Prior Art Database: 2003-Nov-03
Document File: 2 page(s) / 15K

Publishing Venue

IBM

Abstract

A major problem in the Telco industry is an over reliance on the DNIS (called number) and ANI (calling number) fields for invocation of the IVR application and then using DTMF to do the caller authentication , call routing, and customer profile look up etc.. The key problem with this reliance is that it ties services to a specific telephone number when most services are normally associated with specific person. This paper provides us an alternative way to achieve mapping between user and the Interactive Voice Response (IVR) system services.

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  Developing IVR applications, which does not rely upon the DNIS,ANI for invocation and DTMF for decision making.

  Applications residing on the Interactive Voice Response (IVR) system will not be invoked using DNIS to Application mapping tables, but every voice port on the IVR system will be configured as a single termination point for all the phone numbers subscribed by the referenced IVR system (as shown in the attached figure).

Once the call from the switch arrives at the IVR platform depending on the group of ports it will be starting same application. This approach will eliminate the need for DNIS or ANI to do the invocation. The IVR application will be designed to greet the caller and prompt him with questions for navigation, allowing only speech as an input and all DTMF input from the user will be blocked. All the call routing , caller authentication , and customer profile look up etc. will be done based on the human (only speech recognition based) interaction between caller and the IVR application.

As we know, to transmit voice signals to and receive voice signals from the telephone network most of the IVR systems and applications use digital trunk adapters. Referring to figure 1, all the trunks connected to the same digital adapter card will be treated as a termination point to all the calls coming to that IVR box. In other words the group of trunks will have the same subscribed phone number acting as a common termination point. Internally the IVR will main...