Implementing Interactive Voice Response System In

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Interactive Voice Response in University of Management & Technology

1


Implementing Interactive Voice Response
System In

University of Management & Technology













by


Uzma Mansoor


095121014



Muhammad Waqas


095021009








Under the guidance

of





MR. Irfan Qazi

Interactive Voice Response in University of Management & Technology

2


ACKNOWLEDGEMENT


This work is a
result of inspiration, support, guidance, co
-
operation and facilities that
were extended to us at their best by persons at all levels. We feel really proud to say
that we have worked under the guidance of a helping personality Mr. Irfan Qazi
Assistant Prof
essor of the University.

We would like to express our gratitude to our teacher for his encouragement and
providing special dedicated time for the work. We would also like to thank Mr
Abubakar Malik, Admission Officer and Mr.Shaquat Mehmood, Officer Record
s in
University of Management and Information Technology, Lahore for his kind patience to
clear our queries.

We like to thank our Dean of SBE Dr. Sarwar Azhar for providing all the facilities and
working environment in the University. We also like to than
k the entire university
faculty who helped us directly or indirectly to complete our work.

We also thank the telephone exchange department for helping us regarding
queries in Call transfers to different departments’ aspects of the University.









Uzma
Mansoor








Muhammad Waqas



Interactive Voice Response in University of Management & Technology

3


Abstract


Interactive voice response (IVR) systems have been around for some time to help
guide customers to appropriate business units or information. However, with the use
of Internet technologies and wireless phones on
the rise, coupled with the rapid
development in the speech recognition and speech synthesis technologies, new doors
for voice technology are opening to test demand in the marketplace. What’s more
convenient than picking up a phone? One can have instant acc
ess to the information
needed to make business operate more efficiently. Many businesses are betting that
consumers will embrace any technology that provides real
-
time access to information
piped through their regular telephone, wireless phone or voice
-
con
nected handheld
device.

A system in which the input and/or output are through a spoken, rather than a
graphical, user interface is what we call as Interactive voice response system or simply
IVR system. The web has made it possible to access information at

the click of the
mouse. In recent years the meaning of what a client has grown from the desktop
computers to other clients like phones and mobile pieces. This is where voice control
came in.

Analyzing the requirements of the need for implementing the voi
ce systems, our
dissertation work concentrate on proposal of implementing an interactive voice
response in University of Management and Technology. At the client side it consists of
a telephone or cell phone connected to a Public Switching Telephone Networ
k. In the
middle tier it consists of voice server equipped with VoIP gateway, which facilitate the
users of PSTN to connect to the voice application that works in the IP network. This
voice server identifies the call made by users of telephone network, ini
tiates the voice
application, presents the user with the required information and terminates the call
when the user wants to exit from the application.

Interactive Voice Response in University of Management & Technology

4


Database server stores the information of an enterprise or institute in terms of tables
where one can st
ore the necessary information to present it to users. It can be used
with any phone at anywhere. One can don’t have to put up with entering data using
tiny keypad, but rather one can interact with the service in a very natural manner.

The dissertation work

aims at suggesting the implementation of an IVR system for
UMT. It promises a good speech interface to make the user feel comfortable to interact
with the system.


Interactive Voice Response in University of Management & Technology

5


Table of Contents

1

Chapter 1

................................
................................
................................
..........................

8

1.1

History of University of Management & Technology

................................
..........................

8

1.2

The Journey from ILM to UMT

................................
................................
.............................

8

1.3

About the University of Management and Technology

................................
......................

9

1.4

UMT Vision is Learning

................................
................................
................................
........

9

1.5

UMT Mission is Leading

................................
................................
................................
.......

9

1.6

Authorities of UMT

................................
................................
................................
............

10

1.7

UM
T Today

................................
................................
................................
.........................

10

1.8

UMT Mission Statement:

................................
................................
................................
...

11

1.9

UMT Website

................................
................................
................................
.....................

11

1.10

Faculty of UMT

................................
................................
................................
...............

11

1.11

Sch
ools in UMT

................................
................................
................................
...............

11

1.12

Statistics

................................
................................
................................
.........................

11

1.13

UMT Campus Projects

................................
................................
................................
....

12

1.14

Collaboration with other Institutions

................................
................................
............

13

2

Chapter 2

................................
................................
................................
........................

14

2.1

Introduction to IVR

................................
................................
................................
............

14

2.2

Typical Types of IVR

................................
................................
................................
..........

14

2.3

Typical uses

................................
................................
................................
........................

16

2.4

Voice
-
ac
tivated dialers

................................
................................
................................
......

17

2.5

Entertainment and information

................................
................................
........................

17

2.6

Outbound calling

................................
................................
................................
...............

17

2.7

How users can access the IVR application?

................................
................................
.......

18

3

Chapter 3

................................
................................
................................
........................

19

3.1

Problem Definition

................................
................................
................................
.............

19

3.2

The existing Scenario

................................
................................
................................
.........

20

3.
3

Admission Season Issues

................................
................................
................................
...

22

3.4

Telephone Exchange Issues

................................
................................
...............................

23

3.5

ASU Issues

................................
................................
................................
..........................

23

3.6

Registrar
Office Issues

................................
................................
................................
.......

23

Interactive Voice Response in University of Management & Technology

6


4

Chapter 4

................................
................................
................................
........................

25

4.1

How IVR works?

................................
................................
................................
.................

25

4.2

Main business drivers for undertaking this study:
-

................................
...........................

26

5

Chapter 5

................................
................................
...............

Error! Bookmark not defined.

5.1

IVR applications in UMT

................................
................................
................................
.....

27

5.2

Technologies used

................................
................................
................................
.............

28

5.3

Benefits of IVR

................................
................................
................................
...................

29

5.4

Conc
lusion

................................
................................
................................
..........................

30

5.5

Chapterization

................................
................................
................................
...................

30

6

Chapter 6

................................
................................
................................
........................

31

6.1

IVR Platform
s

................................
................................
................................
.....................

31

6.2

IVR Applications

................................
................................
................................
.................

31

6.3

Back
-
end servers

................................
................................
................................
................

31

6.4

Telephony Infrastructure

................................
................................
................................
...

31

6.5

IVR Experts

................................
................................
................................
.........................

32

6.6

Weighing the Options

................................
................................
................................
........

32

6.6.1

Hosted vs. On
-
Premise

................................
................................
...............................

32

6.6.2

Speech Rec. vs. Touch
-
Tone

................................
................................
.......................

35

6.6.3

Automation vs. Live Agents

................................
................................
........................

36

6.6.4

VoIP vs. PSTN

................................
................................
................................
..............

37

6.6.5

Web vs. Phone Self Service

................................
................................
........................

37

6.7

Personalized IVR

................................
................................
................................
................

38

7

Chapte
r 7 SYSTEM CONFIGURATION

................................
................................
................

40

7.1

HARDWARE CONFIGURATION

................................
................................
...........................

40

7.2

SOFTWARE PLATFORM

................................
................................
................................
......

40

7.3

IV
RS CONFIGURATION

................................
................................
................................
.......

41

8

Chapter 8 IVR Implementation in UMT

................................
................................
............

42

8.1

Admission Department

................................
................................
................................
......

42

8.2

Registrar Department

................................
................................
................................
........

44

8.3

ASU Department

................................
................................
................................
................

46

8.4

Office of Treasurer

................................
................................
................................
.............

48

Interactive Voice Response in University of Management & Technology

7


8.5

UMT Exchange Office
................................
................................
................................
.........

50

8.6

Implementation Strategies (suggested)

................................
................................
............

52

8.6.1

Implementation of IVR as Hosted Solution

................................
................................

52

8.6.2

Implementation of IVR as on Premise Solution

................................
.........................

53

9

Chapter 9 FREQUENTLY ASKED QUESTIONS

................................
................................
.....

55

10

Chapter 10

................................
................................
................................
....................

57

10.1

Conclusio
n and Future scope of the work

................................
................................
.....

57

10.1.1

Conclusion

................................
................................
................................
...............

57

10.2

Minimized delays

................................
................................
................................
...........

57

10.3

F
uture Scope of the work

................................
................................
...............................

57

10.4

Benefits To Your Business

................................
................................
..............................

58

10.5

Benefits To Your Customers

................................
................................
...........................

58

10.6

Key Features

................................
................................
................................
...................

58

10.7

Trade
offs of IVR Systems

................................
................................
...............................

59

10.8

Recommendation

................................
................................
................................
...........

60

11

Abbreviations

................................
................................
................................
...............

60

12

List of Figures

................................
................................
................................
...............

60

13

Referen
ces

................................
................................
................................
....................

61



Interactive Voice Response in University of Management & Technology

8



1

Introduction




1.1

History of University of Management & Technology


UMT was founded in 1990 as the Institute of Leadership and Management (ILM). ILM
was
established by leading educationalists, professionals, and industrialists with an aim to enhance
the organizational and individual effectiveness. Guided by the noble mission of helping others in
actualizing their limitless human potential to its finest

shape, ILM sought to respond to the
challenges of information
-
based economy, globalization, and ever increasing complexity.


UMT


now an independent, not
-
for
-
profit, private institution of higher learning


received her
degree
-
granting charter first as t
he Institute of Management and Technology (IMT) in 2002
through an Act of the Assembly of the Punjab. Later, on 16 June 2004, IMT became University of
Management and Technology through the passing of a similar Act by the Punjab Assembly. In
March 2010 UMT
has become one of the few universities in Lahore that organizes Job Fair.

1.2

The Journey from ILM to UMT


The University of Management and Technology (UMT) has its roots in the Institute of Leadership
and Management (ILM), which was established in Lahore in 1
990. Spurred on by the great
success of ILM, the institution applied for a University Charter, which was granted to it in 2004.


UMT is a project of the ILM Trust. It is an independent, non
-
for
-
profit private organization. Its
degrees are fully recognized
by the Higher Education Commission (HEC) of Pakistan. In September
2007,
HEC awarded "W" Category to UMT
. UMT now ranks among the few select universities in
the country in this category.



Interactive Voice Response in University of Management & Technology

9


1.3

About the University of Management and Technology


The University
of Management and Technology (UMT) is one of the premier higher education
institutions of the country. It is an urban, co
-
educational institution that is dedicated to
excellence in teaching and research. It provides a wide range of degree programs that mat
ch
international standards.


The University takes pride in its institutional climate and academic culture. It provides a friendly
and highly supportive environment to its students. There are ample opportunities for positive
interaction between students and

faculty. UMT encourages students to be receptive to new
ideas, to ask objective questions and to pay attention to detail in order to infuse participants with
an aptitude for lifelong learning. It values freedom of speech, permits dissent and welcomes
dive
rsity of views. It aims to produce well
-
rounded individuals who can make positive
contributions to society on a personal and professional level.


UMT believes that a University has a primary role in producing citizens who will be leaders and
decision maker
s of the future. More than anything else, UMT is proud of its high quality academic
programs. The curriculum not only provides a solid foundation of the disciplines involved but also
imparts specific skills and specializations that the students are looking

for.


The University responds to change both in the workplace and in academic scholarship. Its courses
are highly demanding and relevant to the requirements of the modern work environment. At
UMT, life
-
long learning is not mere a slogan. UMT provides a b
asis for the professional
development of both teachers and students.


1.4

UMT Vision is Learning


It defines our existence, inspires all stakeholders associated with us, creates a powerful
momentum inside, and responds to the challenges outside. It continues
to evolve as present
captures new realities and foresight unfolds new possibilities. All in an incessant attempt to help
individuals and organizations discover their God
-
given potentials to achieve Ultimate Success
actualizing the highest standards of effi
ciency, effectiveness, excellence, equity, trusteeship and
sustainable development of global human society.


1.5

UMT Mission is Leading


We aspire to become a learning institution and evolve as the leading community for the purpose
of integrated development o
f the society by actualizing strategic partnership with stakeholders,
harnessing leadership, generating useful knowledge, fostering enduring values, and projecting
sustainable technologies and practices.


Interactive Voice Response in University of Management & Technology

10


1.6

Authorities of UMT





The following Authorities o
f the University are important functionaries that play an important
role in the management and overall decision making process of the University of Management
and Technology. Their involvement in University affairs is essential for its smooth functioning a
nd
is also a source of pride for us as they have demonstrated exceptional knowledge and expertise in
their respective domains.




Academic Council



Board of Advanced Studies and Research



Selection Board



Finance and Planning Committee


1.7

UMT Today



In a short p
eriod of time,
University of Management and Technology

has established itself as a
leading forum for creativity and enquiry based learning. In developing a management and
technological focus designed to encourage students to become enlightened citizens ful
ly
cognizant of their rights and responsibilities, UMT's aim has been to impart a degree of
knowledge and skills that will enable students to pursue a successful career and contribute to
productive activities; sensitize students to ethical values and be to
lerant of cultural diversity;
motivate students to pursue excellence in their chosen field, seek broader and higher objectives
and strive to serve the community, and society as a whole.


In September 2007, the Higher Education Commission (HEC), Pakistan, u
pgraded the category
of UMT from ‘Category X’/ previous ‘Category B’ to ‘Category W’/ previous ‘Category A’. UMT
now ranks among the few selected universities in the country in this category.

Accreditation by Pakistan Engineering Council (PEC):

Recently, P
AKISTAN ENGINEERING COUNCIL
has accredited UMT's BS
-
Electrical Engineering program. Dean Name

: IMTIAZ ALI SANDHU

As UMT completes its academic year, there are two important developments, which promise a
bright future for the University:


The first phase o
f the 20
-
acre (81,000

m
2
) purpose
-
built campus in Joha
r Town

, has been
completed and was commissioned early this year. The entire student body was shifted to the new
campus in a phased manner. The campus incorporates all the essential features of a modern

university meeting international standards and offers excellent facilities for teaching and
learning. After the completion of the final phase, the campus will accommodate nearly 5000
students.


The range of programs being offered by the University have b
een widened to include areas of
specialization that would open up greater opportunities for our graduates in the job markets at
home and abroad. Some of the new degree programs introduced are Human Resource
Management, Media and Communications, Applied Lin
guistics and Industrial Management.

Interactive Voice Response in University of Management & Technology

11


University of Management and Technology's mission is to prepare a new breed of leaders,
courageous, sincere individuals with the intellectual abilities, cross cultural versatility, practical
skills and ethics needed to operate in today's business world. UM
T website and prospectus spells
out in considerable detail, the undergraduate, graduate and post
-
graduate courses that the


University is currently offering. Faculty and staff at UMT will be more than glad to meet parents
and prospective students to expla
in courses and assist in selection of possible career paths that
each course can lead to.


1.8

UMT Mission Statement:


"We aspire to become a learning institution and evolve as the leading community for the purpose
of integrated development of the society by
actualizing strategic partnership with stakeholders,
harnessing leadership, generating useful knowledge, fostering enduring values, and projecting
sustainable technologies and practices."


1.9

UMT Website


The UMT website has been updated and enriched with the

latest news and updates about the
University and information about courses currently being offered. The admission procedures
have also been simplified to enable students to access on
-
line registration at UMT.


1.10


Faculty of UMT


Consisting of over
110
-
fulltime and more than 50 part time faculty members. Moreover about
two dozen faculty members have doctoral degrees.


1.11


Schools in UMT




School of
Science

&
Technology




School of
Business

&
Economics




School of
Social Sciences

&
Humanities




Institute Of
Audit

and
Accountancy



1.12


Statistics




UMT Founded as ILM in: 1990



Students: nearly 8000

Interactive Voice Response in University of Management & Technology

12




Alumni: 9000+



Full
-
time faculty: 200+ full time and more than 50 part
-
time faculty members with about
two dozen PhDs



PhD theses supervised by the faculty: 52



Financial aid recipients: 700+



Average award: 50% of total fee



Degrees: Doctoral, Masters, Bachelors



Discip
lines: Commerce, Accounting, Business Administration, Banking and Finance,
Business and IT, Computer Sciences, Economics, Education, Engineering, Management,
Textiles, Power and Energy Systems, Power Systems, Information Systems, Linguistics,
Applied Lingu
istics, English Literature, Media and Communication, Elementary Education,
Secondary Education, Social Sciences, Educational Leadership Management, English
Language Teaching, Montessori Education



Library books: 50,000+



Journal subscriptions: 150 printed,

20,000 electronic



Computer network: Computer network consists of more than 1300 nodes with a
bandwidth of 8 MB. Wireless connectivity is also available.



Labs: Chemistry & Wet Processing, Physics & Electronics, Digital Systems, Software
Usability, Comput
er Networks, Garments, Weaving & Knitting, Projects



Boys hostels capacity: 2500



Girls hostels capacity: 1000



hostel condition excellent



New campus location: 20
-
acre (81,000

m
2
) purpose built campus in Johar Town, Lahore
was commissioned in mid 2007.


1.13


UMT Campus Projects


UMT campus is being built in Pakistan's cosmopolitan city of Lahore. Campus site is located on
prime land in Johar Town.


The courses currently being undertaken range from education, professional development and
executive training to
research and publishing. Around 2500 participants are pursuing professional
education at graduate and master levels in the areas of management sciences, information
technology, education and arts, media and communications, and commerce and accounting. It i
s
hence, the social benefit, which is prominently aimed at in UMT's academic and extracurricular
pursuits.


Spread over an area of 625 kanals, the site is within few minutes approach from city, western
suburbs and societies. The site is located in Jahur To
wn within a minute drive from Akbar Chowk,
Lahore. This campus will provide education to about six thousands students at any time. UMT is
also member of AACSB (The Association to Advance Collegiate Institutions of Business, USA) and
EFMD (The European Foun
dation for Management Development, UK). The process of EQUIS
(European Quality Improvement System) accreditation is also under way.

Interactive Voice Response in University of Management & Technology

13



1.14

Collaboration with other Institutions


The university encourages collaborations with other universities and academic
institutions. All of
our schools are actively involved in collaboration of faculty between different schools, and
collaboration with other universities and R&D organizations in the country and abroad. Academic
collaborations and course/student transfer agr
eements have been signed with several local and
international academic institutions that include:


National University of Computing and Emer
ging Sciences

(FAST
-
NUCES),
Lahore


Pakistan Readymade Garments Training Institute (PRGTI), Lahore

University of Bedfordshire
, UK

Multimedia University
,
Malaysia


Stockholm University

School of Business,
Sweden


National Productivity Organization (NPO)

Eastern Michigan Universit
y (EMU)


INSTITUTIONAL MEMBERSHIP
: UMT has become an institutional member of Asia Pacific Quality
Network (APQN).

The Asia
-
Pacific Quality Network (APQN) has been developed with the purpose of serving the
needs of quality assurance agencies in higher edu
cation in a region that contains over half the
world’s population.


Interactive Voice Response in University of Management & Technology

14



2

What is an IVR?

2.1

Introduction to IVR

The blueprint for IVR began in 1941, when the
Bell System

developed a new to
ne dialing
methodology. Bell unveiled the first telephone that could dial area codes using DTMF technology
at the Seattle World Fair in 1962. DTMF telephones enabled the use of inband signaling, i.e., they
transmit digital codes in the same 300 Hz to 3 kHz

range occupied by the human voice.

Despite the fact that more companies began using the system in the 1970s to automate tasks in
call centers, the technology was still costly and complicated which made for low market
penetration. However, by the 1980s a n
umber of new competitors entered the market and
uptake of IVR technology started to increase.

When call centers began to migrate to multimedia contact centers in the late 90's, companies
began to invest in Web
-
enablement and Computer Telephony Integration
(CTI) with IVR systems.
IVR became vital for call centers deploying universal queuing and routing solutions and acted as
an agent which collected customer data to enable intelligent routing decisions.

Having remained technologically static since its develo
pment in the 1980s, speech recognition
started to become more common and cheaper to deploy. This was due to increased Computer
Processing Power and the migration of Speech applications from propriety code to the VXML
standard. The introduction of the VXML
standard also simplified the integration process between
IVR systems and any back end hosts.


IVR technology is one that is related to the masses in general or can affect the masses on a
larger scale. This technology can dramatically improve the efficiency

and productivity of the
University’s administrative personnel while providing a flexible and cost
-
effective service to
students/parents.

Giving information to university students, Institute scholars, information about progress of
student to Parents is one

such problem.


2.2

Typical Types of IVR

Voice applications will typically fall into one
of the following categories. Queries and
Transactions.

Interactive Voice Response in University of Management & Technology

15


Queries:

In this scenario, a customer, who can be a student or a parent, calls into a system to
retrieve
information from a Web
-
based infrastructure. The system guides the customer through a
series of menus and forms by playing instructions, prompts, and menu choices using prerecorded
audio files or synthesized speech. The customer uses DTMF input to make men
u selections and
fill in form fields. Based on the customer’s input, the system locates the appropriate records in a
back
-
end enterprise database. The system presents the desired information to the customer;
either by playing back prerecorded audio files o
r by synthesizing speech based on the data
retrieved from the database.

Examples of this type of self
-
service interaction include applications providing status reports,
course registered, courses offered, result of the student, event listings, admission da
tes, last date
for form submission and customer service information.

Transactions:

In this scenario, a customer, who can be a student or a parent, calls into a
system to execute specific transactions with a Web
-
based back
-
end database. The system guides
th
e customer to provide the data required for the transaction by playing instructions, prompts,
and menu choices using prerecorded audio files or synthesized speech. The customer responds
using DTMF input.

Based on the customer’s input, the system conducts
the transaction and updates the
appropriate records in a back
-
end enterprise database. Typically the system also reports back to
the customer, either by playing prerecorded audio files on the information in the database
records. Examples of this type of se
lf
-
service interaction include applications Fee submission,
financial transactions, fine imposed, calendar appointments, electronic relationship management
(ERM) and order management.



IVR = Interactive Voice Response

General term for any computerized, auto
mated telephone system.

Historically used to refer to touch
-
tone systems, IVR has evolved to include both touch
-
tone and
speech
-
recognition based systems.



Caller Input

Touch
-
Tone, a.k.a., DTMF (Dual
-
Tone Multi
-
Frequency)

Speech Recognition, a.k.a., ASR (Au
tomated Speech Recognition)



System Response

TTS (Text
-
to
-
Speech)


Digitized voice typically used to play back dynamic information to callers.



Recorded Audio


(e.g., .wav files)


Pre
-
recorded sound files for play back of static information; or, when stitched
together, can be used to play back dynamic information.

Interactive Voice Response in University of Management & Technology

16





Objective

The goal of a good IVR application is to connect callers with the information they are
seeking as
quickly and as efficiently as possible, which may mean either a fully automated response to the
caller’s inquiry, or connecting the caller to the most appropriate live agent.


2.3

Typical uses

IVR systems are typically used to service high call volu
mes, reduce cost and improve the customer
experience. Examples of typical IVR applications are telephone banking, televoting, and credit
card transactions. Large companies use IVR services to extend the business hours of operation.

Call centers use IVR sys
tems to identify and segment callers. The ability to identify customers
allows the ability to tailor services according to the customer profile. It also allows the option of
choosing automated services. Information can be fed to the caller allowing choices

such as: wait
in the queue, choose an automated service, or request a callback (at a suitable time and
telephone number).

The use of CTI will allow the IVR system to look up the caller line identification (CLI) on a network
database and identify the call
er. This is currently accurate for about 80% of inbound calls. In the
cases where CLI is withheld or unavailable, the caller can be asked to identify themselves by other
methods such as a PIN or password. The use of DNIS will ensure that the correct applic
ation and
language is executed by the IVR system.

CTI allows a contact center or organization to gather information about the caller as a means of
directing their inquiry to an appropriate agent. CTI can also extract important or relevant
information about

the individual customer from the database, making for a more effective and
efficient service.

The use of IVR and voice automation enables a company to improve its customer service and
lower its costs, due to the fact that callers' queries can be resolved
without the cost of a live
agent who, in turn, can be directed to deal with specific areas of the service. If the caller does not
find the information they need, or require further assistance, the call is then transferred to an
agent who can deal with them

directly through CTI integration. This makes for a more efficient
system in which agents have more time to deal with complex interactions, for example, customer
retention, up selling, cross selling and issue resolution.

This way, the customer is more lik
ely to be satisfied with a personalized service and the
interaction is likely to be more fulfilling and rewarding for the agent, as opposed to dealing with
basic inquiries that require yes/no responses, such as obtaining customer details. Employee
satisfac
tion is important in the telecommunications industry due to the fast turnover of staff, IVR
is therefore one way of retaining a workforce and allowing them to do a more effective job.

Interactive Voice Response in University of Management & Technology

17


IVR also enables customer
prioritization
. In a system wherein individual

customers may have a
different status the service will automatically prioritize the individual's call and move prime
customers to the front of the calling queue.

Finally, IVR may be used by survey organizations for asking more sensitive questions where th
e
investigators are concerned that a respondent might feel less comfortable providing these
answers to a human interlocutor (such as questions about class, teacher etc). In some cases an
IVR system can be used in the same survey in conjunction with a human

interviewer. For
example, during the survey the interviewer might inform the respondent that for the next series
of questions they will be sent to an IVR system to continue or complete the interview.

2.4

Voice
-
activated dialers

Voice
-
Activated Dialer (VAD) IV
R systems are now used to replace the switchboard or PABX
(Private Automatic Branch exchange) operators and are used in many hospitals and large
businesses to reduce the caller waiting time. An additional function is the ability to allow external
callers t
o page hospital staff and transfer the inbound call to the paged person.

2.5

Entertainment and information

The largest installed IVR platforms are used for applications such as tele
-
voting on television
game shows, which can generate enormous call spikes. Often, the network provider will have to
deploy
call gapping

in the public network to prevent network overload.

The following are some of the more common uses of an IVR:



Mobile



Pay
-
As
-
You
-
Go account funding



Telephone banking



balance, payments, and transfers



Mobile purchases



particularly for mobile content, such as ring tones and logos



Caller identification and routing



Order placements



credit card payments



Airline



ticket booking, flight arrivals, flight departures, check
-
in



Adult entertainment



dating, chat line, etc.



Wea
ther forecasts

2.6

Outbound calling

IVR systems can be used for outbound calls, as IVR systems are more intelligent than dialer
systems and can recognize different line conditions as follows:



RNA



Ring No Answer



Answered by voice mail or answering machine (In

this circumstances they can leave a
message)

Interactive Voice Response in University of Management & Technology

18




Fax tone (IVR can leave a TIFF image fax message)



Answer (IVR can tell the customer who is calling and ask them to wait for an agent)



Recognize divert messages and abandon call.

IVR uses Call Progress Detection

to monitor line conditions, and report to the IVR database.

2.7

How users can access the IVR application?


Once the voice applications are deployed, users simply dial the telephone number that the
user provide and are connected to the corresponding voice application.
Answer the telephone
call Play a prompt Wait for the caller’s response Take action as directed
by the caller Complete
the interaction


(i). A user dials the telephone number provided to the application. The IVR answers the call
and executes the application referenced by the dialed phone number.


(ii). The IVR plays a greeting to the caller and promp
ts the caller to indicate what information
he or she wants. The application can use prerecorded greetings and

Prompts or synthesize them from text.


(iii). The application waits for the caller’s response for a set period of time. The caller can
respond
by pressing one or more keys on a DTMF telephone Keypad, depending on the types
of responses expected by the application. If the response does not match the criteria defined
by the application (such as the specific digits), the voice application can prompt

the caller to
enter the response again, using the same or different wording.


(iv). The application takes whatever action is appropriate to the caller’s response. For example,
the application might update information in a database, retrieve information
from a database
and speak it to the caller. It also involves store or retrieve a voice message, launch another
application, Play a help message after taking action, the application prompts the caller with
what to do next.


(v). The caller or the applicatio
n can terminate the call. For example,

the caller can terminate
the interaction at any time, simply by hanging up; the IVR can detect if the caller hangs up and
can disconnect itself. If the application permits, the caller can use a command to explicitly
indicate that the interaction is over (for example, by pressing “9”). If the application has
finished running, it can play a closing message and then disconnect.

Interactive Voice Response in University of Management & Technology

19



3

Calls in UMT

3.1

Problem Definition

Until recently, the World Wide Web has relied exclusively o
n visual interfaces to deliver
information and services to users via computers equipped with a monitor, keyboard, and
pointing device. In doing so, a huge potential customer base has been ignored: people who
(due to time, location, and/or cost constraints)

do not have access to a computer.

Many of these people do, however, have access to a telephone. Providing “conversational
access” (that is, spoken input and audio output over a telephone) to Web
-
based data will
permit companies to reach this untapped mark
et.

Users benefit from the convenience of using the mobile Internet for self
-
service transactions,
while companies enjoy the Web’s relatively low transaction costs. And, unlike that rely on dual
tone multi
-
frequency (DTMF) (telephone key press) input, IVR

applications can be used in a
hands
-
free or eyes
-
free environment, as well as by customers with rotary pulse telephone
service or telephones in which the keypad is on the handset

Even though you made the website perfectly dynamic using many technologies, users cannot
feel it more comfortable as it requires them to sit in a static place before a terminal and access
the required information. But it’s not possible for mobile users, to

perform a transaction or get
the desired information through desktops PC. What they want is that they can be able to do it
from anywhere through any network like PSTN, Internet, mobile network.


Interactive Voice Response in University of Management & Technology

20




Figure
1
: UMT Exchange

The figure above shows the percentage of total 3000 calls to different departments of the
university. The figure shows that 40% of the calls are transferred to admissions office daily.
The information required by the callers are simple FAQs

which can easily be answered by an
IVR.


3.2

The existing Scenario




Now a day’s University maintain student dairy to communicate forthcoming events,
progress of student etc.



Teachers mark their notes about absenteeism of student in student dairy.



Parents/St
udents will have to go to University premises to collect the Fee bill and then
pay the fees at bank counter located near university.

Interactive Voice Response in University of Management & Technology

21




Students wish to inquire about particular course offered by university have to walk to
university inquiry counter, ask ques
tions to get the details. This is very difficult for
students who live very far.



Telephone calls are transferred from exchange to different departments.



Admission officers keep on repeating the information during admission season.



New students are called t
hrough exchange for their interview timings.



Registrar officers have to repeat information regarding convocation; new courses add
or drop late dates.



ASU received call for information on makeup classes and class timings.




Figure
2
: Information Calls

The figure above shows the information calls made to different departments with nearly 200 calls
daily for information for admission and more than 140 calls daily for admission status check.
Other departments a
lso have repeated information calls but rather in a low volume as compared
to admissions office.



Interactive Voice Response in University of Management & Technology

22



Figure
3
: Call Status for Three Lines

The above figure shows the status of the three telephone lines at U
MT. The graph shows a
number of abandoned calls and waiting calls.

3.3

Admission Season Issues



Maximum three representatives.



Average calls per day 500.



Average Call duration 5 minutes



Call Abandon Rate 40% to 50%



90% to 95% representatives providing answers o
f same questions:



Application submission last dates



Program detail and admission criteria



Fees Structure



Program Schedules and Timing



Location of University and its Timing

What positive values an IVR applications can add?



Call abandon rate can easily be
decrease by adding more lines to IVR solution



IVR application can answers all FAQ to the candidates/callers



IVR can transfer the call to representative if needed.



IVR will be available 24X7 to entertain large numbers of calls around the clock

Interactive Voice Response in University of Management & Technology

23



3.4

Telephone
Exchange Issues



Total call volume per day approx . 3000



Manually transferring the calls to concern departments and persons.



An unwanted extra role of front office to perform by Exchange Staff

What positive values an IVR applications can add?



An IVR applica
tion can directly transfer the call to concern department or person.



IVR will intimate the Caller if call not transferred, give option to callback or leave the
message for concern person.

3.5

ASU Issues



Typical calls received



Teacher is not available



Students asking for makeup class



Time Table



Courses offered



Academics

What positive values an IVR
applications can add?



An outbound IVR can reach to all
students if Teacher is not
available in timely fashion.



IVR can seamlessly answers all
FAQ, no need t
o engage persons

3.6

Registrar Office
Issues



Call volume 80 to 125 calls per
day



They also answers to FAQ
related to their departments like



Result Declaration Date



Fee Matters


Status



Fine Detail

Interactive Voice Response in University of Management & Technology

24




Admission and Financial aid Detail



Convocation Dates

What
positive values an IVR applications can add?



An IVR application can answers all these FAQs



Feed Back IVR



An outbound IVR automatically can reach the parents of those students who have:



Low CGP



Absent



Provide any other important information or ask them fo
r an appointment.


Figure
4
: Expected Calls After IVR Implentation

The above figure shows the expected received calls after the implementation of IVR. The graph
also tells the present value of received
calls which is very low.
Interactive Voice Response in University of Management & Technology

25



4

Working of IVRs

4.1

How IVR works?




IVR System allows clients (here client is parents/students/school administration/school
finance department) to make calls over a telephone line through toll free numbers or
dedicated direct lines thereby enabling the Service providers/School
administration
/Institute authorities to provide relevant information over the same
telephone line to their clients.




The IVR system is a computer program that allows interactive sessions with
students/parents without a teacher having to be present or acts as a reportin
g tool for
finance department without any manual/paper work.





IVR interacts with the caller to determine (via collection of roll number/registration id of
student or special pin entered by caller or combination of both) who is calling and the
reason for t
he call.




The IVR can also provide automated services to the caller i.e. information on University
forthcoming events etc.





The IVR acts as a play
-
and
-
collect box where the only call routing logic that exists is to
provide fall back routing capability.




The IVR performs a database lookup based upon the collected unique roll
number/registration number and passes the data to database by which caller can listen
real time data e.g. exam results, any fine imposed on children’s etc.



Interactive Voice Response in University of Management & Technology

26



Figure
5
: Working of IVR




Every IVR is in the form of call flow diagram. This diagram shows all possible paths that
can be traversed through the system by a caller. For example, University Information
Broadcast wherein information such as parent
notices, extra
-
curricular activities and
others information can be listen in real time environment.


4.2


Main business drivers for undertaking this study:
-



An improved end
-
user satisfaction


to help customer retention and bring loyalty. Here
customer is pare
nts/guardians



Bring Cost benefits to school/Institutes using IVR applications



Improved communication effectiveness



Exploring the use of new technologies to enhance experience


Now a day’s organizations particularly in US/Europe are moving towards School
Interactive
Voice Response System (IVR). It’s a known fact that it is very critical to incorporate customer’s
needs and expectations into the IVR applications but using technology advancement, IVR
facilitating better


Communication between parents, student
s and universities; and it allows parents and
students, access to the latest university’s activities more conveniently.

The IVR system can be easily centrally hosted any IVR vendor on which university need only
using the system management interface to cust
omize their needs. No hardware and software
maintenance responsibility is forced on universities.

Interactive Voice Response in University of Management & Technology

27



5

IVR in UMT


5.1

IVR applications in UMT


IVR applications can be built for multiple functionalities which is not limited to



Homework assignment helpline



Pay
University fees through credit/debit cards



University information on forthcoming events
-

allows parents access to the latest
university activities more conveniently




Exam schedules



Exam results



Offer details of courses/subjects offered in university




Talk

to teachers/lecturers



Self study/evaluation



IVR systems are especially useful in case of call centers to respond to the customers in
voice and transfer the calls to other information systems.

Interactive Voice Response (IVR) system enabled World Wide Web
sites (internet) make the
information reachable even to telephones and cell phones. This facilitates the user to get the
information easily by just dialing the particular server using their handsets at any time round the
clock.

Interactive Voice Response (IVR) applications enable callers to query and modify database
information over their telephone by dialing digits on their telephone. Callers can use their touch
-
tone pad to input requests, such as registering for a course, obtai
ning a course schedule, or
requesting Fee balance information and the database speaks information back to the caller
-
using
Text
-
to
-
Speech.

IVR offers customers and businesses a new level of freedom by enabling them to conduct
transactions 24 hours a day,
seven days a week. Businesses of all sizes are realizing the
tremendous benefits of IVR applications for their call processing and information delivery needs.
IVR functionality links a phone system to a database to provide customers with 24
-
hour
immediate
access to account information, via telephone.

To ensure security IVR can be set up to allow the caller access to account information only if the
caller enters a valid account number and corresponding personal identification number.

IVR allows full connecti
vity to the most popular databases including Microsoft Access, Microsoft
Excel, Microsoft Fox Pro, DBase. One can read information from, and write information to,
databases, as well as make a query databases and can return information.

Interactive Voice Response in University of Management & Technology

28




The application f
iles can reside on the local system, an intranet, or the Internet. Users can access
the deployed applications anytime, anywhere, from any telephony
-
capable device, and you can
design the applications to
restrict access only to those
who are authorized to r
eceive
it.

5.2

Technologies
used

DTMF signals (entered via the
telephone keypad
) and
natural

language

speech
recognition

interpret the
caller's response to voice
prompts.

An IVR can be utilized in
several different ways:

1.

Equipment installed
on the customer
pre
mise

2.

Equipment installed in
the PSTN (Public
Switched Telephone
Network)

3.

Application service
provider

(ASP).

4.

Hosted IVR

A simple
voice mail system

is different from IVR in that it is person
-
to
-
person, whereas an IVR is
person to computer. IVR voice forms can be used to provide a more complex voice mail
experience to the caller. For
example, the IVR could ask if the caller wishes to hear, edit, forward
or remove a message that was just recorded.

An
automatic call distributor

(ACD) i
s often the first point of contact when calling many larger
businesses. An ACD uses digital storage devices to play greetings or announcements, but typically
routes a caller without prompting for input. An IVR can play announcements and request an input
fr
om the caller.

Interactive Voice Response in University of Management & Technology

29


This information can be used to profile the caller and route the call to an agent with a particular
skill set. (A skill set is a function applied to a group of call
-
center agents with a particular skill.)

Interactive voice response can be u
sed to front
-
end a
call center

operation by identifying the
needs of the caller. Information can be obtained from the caller such as account numbers.
Answers to simple questions such

as account balances or pre
-
recorded information can be
provided without operator intervention.

Account numbers from the IVR are often compared to
caller ID

data for security reasons an
d
additional IVR responses are required if the caller ID data do not match the account record.

IVR call flows are created in a variety of ways. A traditional IVR depended upon proprietary
programming or scripting languages, whereas modern IVR applications
are structured similar to
Web pages, using
Voice XML
[2]
, CCXML
[3]
, SRGS
[4]
,
SALT

or T
-
XML languages.

The ability to use XML developed applications allows a
Web server

to act as an
application server
,
freeing the developer to focus on the call flow. It was widely believed that developers would no
longer require s
pecialized programming skills, however this has been proven to be misguided as
IVR applications need to understand the human reaction to the application dialog. This is the
difference between a good user experience and IVR hell.

Higher level IVR developmen
t tools are available in recent years to further simplify the
application development process. A call flow diagram can be drawn with a GUI tool and the
application code (Voice XML or SALT) can be automatically generated.

In addition, these tools normally
provide extension mechanisms for software integration, such as
HTTP interface to Web site and
Java

interface for connecting to a database.

In
telecommunications
, an
audio response unit

(ARU) is a device that provides synthesized voice
responses to DTMF key presses by processing calls based on (a) the call
-
originator
input, (b)
information received from a database, and (c) information in the incoming call, such as the time
of day.

ARUs increase the number of information calls handled and to provide consistent quality in
information retrieval.

5.3

Benefits of IVR



Increased
Customer Satisfaction



Decreased or no wait times.



Retrieval of information is faster and can happen round
-
the
-
clock.



Connection to appropriate agent, no multi
-
transfers.



High
-
quality, consistent service.



Increased Business Efficiencies

Interactive Voice Response in University of Management & Technology

3
0




Fewer agents (or
none) required; many queries can be answered in an automated
fashion.



Agents handle fewer routine, low
-
value calls and have more time to address
customer issues of higher business value.



Cost per interaction is drastically lower with IVR than a live agent.



Automatically scaleable to meet peak demands in usage.


5.4

Conclusion

This chapter chronologically analyzes the tools and technologies for developing the IVR
applications. It emphasizes the various benefits for using IVR in UMT.


5.5

Chapterization

The subsequen
t chapters deal with the system architecture, problem formulation, and
implementing IVR in UMT.

Interactive Voice Response in University of Management & Technology

31



6

Requirements of an IVR


-
To deliver or leverage IVR, an enterprise requires following



6.1

IVR Platforms

IVR platforms are the "server and operating system" hardware and software platforms on which
IVR solutions run.

IVR platforms at a minimum provide the ability to play and record prompts and gather touch
-
tone input. IVR platforms may also offer the ability

to recognize spoken input from callers (voice
recognition), translate text into spoken output for callers (text
-
to
-
speech), and transfer IVR calls
to any telephone or call center agent.

6.2

IVR Applications

IVR applications are programs that control and resp
ond to calls on the IVR platform. IVR
applications can either be developed by an enterprise, by an IVR development shop, or by
companies that offer canned IVR applications.

IVR applications direct the IVR platform to prompt callers, gather input, and tran
sfer callers to
other phones. IVR applications also call on existing back
-
end database and application servers to
retrieve records and information required during the course of a call.

6.3

Back
-
end servers

Back
-
end servers are existing enterprise servers on w
hich the required customer or corporate
data can be found.

Back
-
end servers can include databases, mainframes, Java or other application servers, and third
party information services and solutions.

6.4

Telephony Infrastructure

Telephony infrastructure includ
es telephone lines, call switching equipment, and call center
Automatic Call Distributors (ACDs).

Telephone lines for IVR can be standard analog lines, digital T1, or digital ISDN lines. These lines
are connected on one side to the IVR platform and, on th
e other, to call switching equipment
Interactive Voice Response in University of Management & Technology

32


including Telco switches, Voice over IP gateways, and corporate PBX's; or in some cases, directly
to call centers via an ACD.

6.5

IVR Experts

IVR Experts include employees and consultants who know IVR technology and challe
nges well.

Ideally, IVR teams should include one or more members who have experience with IVR
integration, configuration, reliability and redundancy, application development, and IVR solution
deployment management.


6.6

Weighing the Options

There are a numbe
r of options to consider when designing and implementing an IVR system:



Hosted vs. On
-
Premise



Speech Recognition vs. Touch
-
Tone



Outsourcing vs. contact center automation



Automation vs. Live Agents



VoIP vs. PSTN



Web Self Service vs. Phone Self Service


6.6.1

Hosted vs. On
-
Premise


Figure
6
: Hosted Solution

Hosted




Benefits



Minimize capital expense and development expense



Leverage outsourcers’ expertise in speech, telephony, and data center operations

Interactive Voice Response in University of Management & Technology

33




Technology upgrades are taken care

of by provider



Planning for peak capacity handled by provider



Tradeoffs



May not be well
-
suited for very high
-
volume applications



Control of call infrastructure handed over to provider (but not necessarily
application development or business logic)


Figur
e
7
: On Premise Solution

On
-
Premise



Benefits



Lower telco cost at very high call volumes



Full control of infrastructure



Tradeoffs



Upfront capital expense



Application development is cumbersome



Requires dedicated operations personnel
and facilities



Serving peak capacity can result in inefficient use of resources in off
-
peak

Hosted vs. on
-
premise IVR

With the introduction of Web services into the Contact Center, integration has been simplified.
The use of Web based applications allow IV
R applications to be hosted remotely from the contact
center. This allows the use of hosted IVR applications using speech to be made available to
smaller Contact Centers across the globe and is likely to lead to an expansion of ASP (Application
Service Pro
viders).

IVR applications can also be hosted in the public network, which do not require contact
center integration. This will include public announcement messages or message services for small
Interactive Voice Response in University of Management & Technology

34


business. It is also possible to use two prong IVR services wh
ere the initial IVR application is used
to route the call to the appropriate contact center. This can be used to balance loading across
multiple contact centers or provide business continuity in the event of system outage.

Outsourcing vs. contact center au
tomation

Contact centers are very expensive to run, and can be seen as a drain on companies' operations.
Contact centers are usually seen as cost centers, however, the ability to convince customers to
buy services and products can reduce operational expend
iture.

Methods of reducing contact center running costs include
outsourcing

and automation.
Outsourcing to other countries can reduce operational expenditure by as much as 30%, however,
differences in culture and language can prove problematic for customers, whose dissatisfaction
can lead to customer complaints and loss of busine
ss. Also, it is more difficult to sell to customers
from foreign contact centers.

Automation in a contact center can also reduce operational expenditure by around 30% though
the introduction of technologies such as customer profiling, CTI, and IVR using sp
eech
recognition. The use of automation in the contact center promotes efficiency, allowing contact
centers to be located in the country from which the call is originated. Customer satisfaction can
be monitored by the use of customer survey applications. T
he information from survey
applications can be used to improve customer service.


Total Cost of Ownership for


On
-
Premise

Deployments




(Redundant) Servers




(Redundant) Networks




(Redundant) Storage




VoiceXML Platform




Speech Recognition Licenses




Text
-
to
-
Speech Licenses




Maintenance Fees




T1s + Phone charges




Data Center(s)




Maintenance Staff




Professional Services

Interactive Voice Response in University of Management & Technology

35





Technology Replacement (Obsolete)




Multi
-
Vendor Selection Process

6.6.2

Speech Rec. vs. Touch
-
Tone


Touch
-
Tone

Navigating an IVR menu tree
by pressing numbers on a keypad



Benefits



Works reliably when the number of options is limited



More traditional, so there is no learning curve



Better for sensitive information



Easier to develop application



Tradeoffs



Lower automation rates than speech recogn
ition



Difficult to use with a large number of options



Does not handle alphanumerics, names and addresses



Difficult to use in a hands
-
free environment



Perceived as older, less “human” technology

Speech Recognition



The ability to navigate an IVR menu tree
through voice instead of the keypad



Benefits



Speech is a necessity when needing a large number of options (states, musical
groups, stocks, U.S. Senators)



Capture Name and Address, Alphanumerics



Can be more convenient for callers, such as callers who are d
riving



Has the “wow” factor for engaging customers more directly than touch
-
tone



Increases automation rates over touch
-
tone



Tradeoffs



Application development can be more complex (error handling)

Interactive Voice Response in University of Management & Technology

36




May not work well for sensitive information (CC, PIN, Account

#s)

6.6.3

Automation vs. Live Agent


Automation



Benefits



Per minute costs are much lower



Provides 24*7*365 access to information for all, and ready access for callers
without web access



Often more efficient than talking to an agent, esp. for repeat callers



Off
ers consistent service quality and easily handles repetitive tasks



Often preferred for personal or sensitive information



Tradeoffs



Not as personal as a live agent



Often seen as a barrier by callers



Cannot automate all services required by callers

Live
Agents



Benefits



Seen as more customer
-
friendly


callers like talking to agents



More traditional, so frustration levels can be decreased



Agents can handle tasks not possible through automation



Tradeoffs



Costs are much higher when including salaries, benefi
ts, office space, etc.



Agents perform repetitive tasks, leading to higher turnover



Not consistent


caller’s experience differs by agent



Waiting on hold for a routine task is inefficient for callers

Bottom Line:

Automate straightforward tasks and transacti
ons (see “Personalized IVR”), but
always provide option for live agent


Interactive Voice Response in University of Management & Technology

37


6.6.4

VoIP vs. PSTN


VoIP
: Voice over Internet Protocol



Benefits



Through associated protocol, SIP (Session Initiation Protocol), data can be passed
along with the call



Can carry phone
calls into the IVR and transfer calls out of the IVR to live agents



Typically less expensive than PSTN



Tradeoffs



Call quality can be diminished depending on the bandwidth available through the
end
-
to
-
end connection over the IP network


issues can include
delays, static and
echoing.


PSTN
: Public Switched Telephone Network



Benefits



Consistent high audio quality



Typically already in place at most facilities



Not affected by power outages



Traditional technology that all agents know



Tradeoffs



Difficult to pass

additional information along with the call



Typically more expensive than VoIP


6.6.5

Web vs. Phone Self Service




Web and Phone self service are complementary channels for providing self service to
customers, partners, and employees



Web and Phone can (and should
) use the same backend database(s) to power the
interaction with visitors and callers



The telephone extends the reach of Web applications, providing on
-
the
-
go, convenient
access without duplicating infrastructure

Interactive Voice Response in University of Management & Technology

38



6.7

Personalized IVR




“Personalized IVR”



Uses

customer profile data to power the IVR interaction



Engages in one
-
to
-
one dialog with caller



Two
-
way benefit



Reduced cost to company
through efficient automation of
call



Increased customer satisfaction
through quick answers to
common questions



Better trac
king and monitoring of
customers


Keys to Offering Personalized IVR



Uniquely identify callers (Caller ID,
Account Number,

Phone Number)



Lookup caller profile in customer database



Identify different “bins” that callers fall into, and create customized call

flows for each
“bin”



Optimize for the frequent caller
experience

Technical Requirements



Web
-
based transactional CRM system



Integrated customer data

Organizing an Effective Team

Business Roles

Interactive Voice Response in University of Management & Technology

39




Business Project Manager



Maintains budget, schedule, and
project timeline.



Call Center Manager



Manages call center agents, introduces and trains agents on new technology.

Technical Roles



Technical Architect



Defines technical interfaces between systems.



Programmer



Writes code to link IVR with backend CRM/database

systems.



VUI Designer



Writes prompts, designs call flow, “where the science meets the art”.

Measuring Success



Key Performance Indicators (KPIs) for IVR



Automation Rate (Caller Self
-
Service)



Abandon Rate



Call Duration



Zero
-
out



Tools for Measuring Success



Wizard of Oz testing



Data capture and reporting in IVR



Call recording
Interactive Voice Response in University of Management & Technology

40



7

SYSTEM CONFIGURATION

7.1

HARDWARE CONFIGURATION

• Intel Pentium
-
IV @ 2.6 Ghz.

• RAM 512 MB

• HDD 1 X 40 GB

• SAVG 15” Monitor

• FDD 1.44 MB

• 52X Samsung CD ROM Drive

• Mouse with Mouse pad

• Key Board

• 4 PCI SLOT

• COMPEX PS2208B 8 CHANNEL HUB

• Dot Matrix Printer


TVSE MSP 245

• 2 Serial / 1 Parallel / 2 USB Port (Support for ECC / EPP)

• 32 Bits 10 / 100 Mbps Ethernet Card with UTP Support.

• PSTN Interface
Card

1. Trunk Card: PSTN

2. Interface Card for 30 Channels Support R2MFC Signaling.

3. Intel Dialogic Card


7.2


SOFTWARE PLATFORM



Operating System: Windows 2000 Professional with license and CD Media.

• Anti Virus Software: Norton


2005.

• 180 IVRS Software with Manual

• Dialogic Software




Interactive Voice Response in University of Management & Technology

41



7.3

IVRS CONFIGURATION



Figure
8
: Generic Architecture

Interactive Voice Response in University of Management & Technology

42



8

IVR
Call flows
in UMT


We are proposing following IVR call flows or Voice User Interface (VUI) to address issues and
problems that are being faced by different departments of UMT.


1: Admission Department

2: Registrar Department

3: ASU Department

4: Office of Treasurer

5: UMT
Exchange

8.1

Admission Department


This department facing major issues during the admission season when daily they have to
entertain more than 500 calls those are almost consist of similar sort of queries related to
admission criteria, program outline, scope, deadline to submit application,

test and interview
dates etc.


Currently in this department three persons are working, to handle huge call volume. They usually
stay late night to answers maximum calls but still call abandon rate is 40% during the admission
season.


Their job nature be
comes very hectic and boring to answers same sort of question whole day
especially during admission season.


We have discussed with them in detail to understand their problems, based on their
requirements we are proposing an IVR solution following are fe
w benefits of this:




Call abandon rate can easily be decrease by adding more lines to IVR solution during
admission season.



IVR application can answers all FAQ to the candidates/callers



IVR can transfer the call to representative if needed.



IVR will be a
vailable 24X7 to entertain large numbers of calls around the clock

Interactive Voice Response in University of Management & Technology

43



Proposed IVR Call Flow for Admission Office


Welcome to UMT
For English Please Press One
Urdu kay leiy Do Milain
To know the location of UMT Please Press One
For latest Information about admission Please
Press Two
To get the Admission Status Please Press Three
To get the UMT Timings Please Press Four
To Talk to Admin Office Please Press Zero
For admission office please press one
For registrar office please press two
For ASU office please press three
For
Office of Treasurer
please press four
For directory service please press five
University of Management
and Technology
C
-
II
,
Johar Town
,
Lahore
Email
:
info
@
umt
.
edu
.
pk
For undergraduate program please press
one
For graduate program please press two
For doctoral program please press three
For professional program please press four
For diploma program please press five
Please enter your
Admission ID
IVR will playback the
candidate status
IVR playbacks the
UMT current timing
Transfer the
call to
Admission
Office
0
1
4
1
2
3
FAQ related to Undergraduate
program
.
Note
:
Caller can talk to Admin
office by press zero key anytime
FAQ related to graduate
program
.
Note
:
Caller can talk to
Admin office by press
zero key anytime
FAQ related to doctoral
program
.
Note
:
Caller can talk to Admin
office by press zero key
anytime
FAQ related to professional
program
.
Note
:
Caller can talk to Admin
office by press zero key anytime
FAQ related to diplomas
Note
:
Caller can talk to Admin
office by press zero key
anytime
3
4
1
2
5

Interactive Voice Response in University of Management & Technology

44



8.2

Registrar Department


Registrar office is daily receiving 80 to 120 calls per day most of the callers are askin
g following
questions:




Result Declaration Date



Fee Matters


Status