Interactive Voice Response
This section of our technical library presents information and documentation relating to IVR IVR development products.
Business phone systems and toll free answering systems (generally 800 numbers and their equivalent) are very popular for service and sales organizations, allowing customers and prospects to call your organization anywhere in the country.
Our PACER and Wizard IVR systems add another dimension to our call center phone system solutions. An Interactive Voice Response (IVR) processes inbound phone calls, plays recorded messages including information extracted from databases and the internet, and potentially routes calls to either in-house service agents or transfers the caller to an outside extension.
How does a T1 line work?
Most of us are familiar with a normal business or residential line from the phone company. A normal phone line like this is delivered on a pair of copper wires (see How Telephones Work) that transmit your voice as an analog signal (see How Analog and Digital Recording Works for details). When you use a normal modem on a line like this, it can transmit data at perhaps 30 kilobits per second (30,000 bits per second).
The phone company moves nearly all voice traffic as digital rather than analog signals. Your analog line gets converted to a digital signal by sampling it 8,000 times per second at 8-bit resolution (64,000 bits per second). Nearly all digital data now flows over fiber optic lines, and the phone company uses different designations to talk about the capacity of a fiber optic line.
If your office has a T1 line, it means that the phone company has brought a fiber optic line into your office (a T1 line might also come in on copper). A T1 line can carry 24 digitized voice channels, or it can carry data at a rate of 1.544 megabits per second. If the T1 line is being used for telephone conversations, it plugs into the office's phone system. If it is carrying data it plugs into the network's router.
A T1 line can carry about 192,000 bytes per second -- roughly 60 times more data than a normal residential modem. It is also extremely reliable -- much more reliable than an analog modem. Depending on what they are doing, a T1 line can generally handle quite a few people. For general browsing, hundreds of users are easily able to share a T1 line comfortably. If they are all downloading MP3 files or video files simultaneously it would be a problem, but that still isn't extremely common.
A T1 line might cost between $1,000 and $1,500 per month depending on who provides it and where it goes. The other end of the T1 line needs to be connected to an ISP (see How the Internet Works), and the total cost is a combination of the fee the phone company charges and the fee the ISP charges.
A large company needs something more than a T1 line. The following table shows some of the common line designations:
DS0 - 64 kilobits per second
ISDN - Two DS0 lines plus signaling (16 kilobits per second), or 128 kilobits per second
T1 - 1.544 megabits per second (24 DS0 lines)
T3 - 43.232 megabits per second (28 T1s)
OC3 - 155 megabits per second (84 T1s)
OC12 - 622 megabits per second (4 OC3s)
OC48 - 2.5 gigabits per seconds (4 OC12s)
OC192 - 9.6 gigabits per second (4 OC48s)
Wizard Simplifies Development
DSC provides IVR software including our IVR wizard development tool for creating interactive voice response applications.
Our IVR software lets you increase IVR development productivity by providing a visual development environment. IVR applications can be defined in minutes using this sophisticated, yet easy to use development tool.
DSC also has available a comprehensive IVR software library known as our IVR Wizard Software Development Kit. This optional package is available for programmers and systems adminstrators who wish to manage IVR programs fromLinux IVR, Unix, or Windows IVR operating environments.
Data collected by your phone ACD (Automatic Call Distribution) or IVR (Interactive Voice Response) systems can be passed to your existing PC, Unix or Web applications through our phone software.
The PACER predictive dialer can automatically call your customers and pass only connected calls to your agents. With our computer telephony software, your telephone and computer work together to provide cost-saving benefits.