IVR - Interactive Voice Response - is a telephony technology that allows people to use any phone to interact with a computer database in order to acquire information or to enter data into that and that automates interaction with telephone callers. Stonevoice IVR Studio software is a professional tool to design, create and run customized interactive voice response applications and behaviors to meet different kinds of business needs.
Architecture
IVR Studio is an all in one solution targeting all those companies that in order to run their business need a professional IVR service, flexible, easy and quick to customize to adapt to the changing customer relationship management requirements.
IVR Studio is natively IP based therefore it doesn’t require any sophisticated and expensive telephony blades but it rather leverage an existing IP Telephony solution like Cisco, Innovaphone and others or interconnects to any Traditional PBX through a simple media gateway like Vegastream, Innovaphone, Cisco, Audiocodes and others.
IVR Studio is made of two fundamental applications:
- IVR StudioDesigner, a graphical interface that allows creating a logic flow to handle incoming calls according to the required behavior and that automatically generates a set of VXML scripts.
- IVR StudioRuntime, the standalone engine that runs the VXML scripts and handles the incoming call; it communicates with the telephony solution through standardH.323, SIP protocols or CTI (TAPI) interfaces
IVR Studio interoperability has been tested against the following telephony systems:
- Cisco CallManager Express (version 3 and 4)
- Cisco CallManager (version 4 and 5)
- Cisco Voice Gateway 17xx, 26xx, 28xx, 37xx, 38xx
- Innovaphone IP 202
- Innovaphone IP 302
- Innovaphone IP 800
- Innovaphone IP 6000
Functions
An easy toolbar of the IVR StudioDesigner includes all the different functions that can be used in each of the logical nodes of the call flow.
Every nodes performs a different action like play of a message, wait to collect DTMF, call transfer, database query, etc.
The logical nodes inserted into a project can be graphically connected to form the necessary logical flow to handle the incoming calls.
See the example below:
The “Expression Builder” is another important function that is used whenever a logical or mathematical operation must be performed by a certain node.
This powerful mask allows to use variables (i.e. called number or date/time of the day) or even values stored in other nodes (i.e. the digits previously collected in a DTMF node) and apply to them logical operation.
Basic Function 
This kind of node plays one or more audio files and can wait for digits selection (‘press 0, 1, 2, etc...’). Every choice allows handling the call to the next logically linked node of the script.
Wait Digit is optional and it’s also possible to disable any digit selection before the end of the audio message or set a timeout in case no digit is selected.
Get Number
This function performs DTMF Collections (i.e. pin code); therefore it can be used to validate the string collected against an existing Database.
Call Transfer 
This kind of node transfers the call to a specified number or the content of a variable or another node (through the “Expression Builder”).
Hang Up 
This function Hang Up the call.
Assign value 
This kind of node allows to assign a value to a specific existing variable (language, Date, Time of the day etc.) or to a new one.
Boolean condition ‘if’ 
This node represents the well-known Boolean operator “IF” that allows making a choice based on a TRUE/FALSE value.
Multiple selection 
This function allows listing and taking multiple actions based on the value of a certain condition.
Database connection 
This is a powerful function of the IVR StudioDesigner as it allows linking the behaviour of the IVR script toan existing external Database through an ODBC driver allowing also checking the instances (DSN).
Close database connection 
This nodes closes the connection to a database of a specific “Database connection” function (within a project it’s possible to have multiple connections).
Execute query sql 
Once a connection to a DB has been established, through this node it’s possible to perform SQL queries to the database tables.
Move on recordset 
This node gives the chance to browse within the outcome of a query in order to create an interactive system (recordset)
- Go to the first record
- Go to the next record
- Go to the previous record
- Go to the last record
Record 
This very important function allows recording a call with the option to play a ‘bip’ before starting to record or to stop the recording session when any button is pressed.
Make call
This node allows placing a call.
Excute script
This is another powerful feature which makes the IVR StudioDesigner very flexible and interoperable as it allows running a Javascript routine
Hour table
This node allows to condition operations to certain times or times ranges along the week (i.e. Open hours of a retail shop). When the call gets to this node it will be handled over the node linked to the “In Hour” event if the current time falls within the specified time range or vice versa it goes to the node linked to the “Out of Hour” event.
Holiday table
This function allows to specify certain operations that are executed only occasionally during specific holidays.
IVR Studio Monitor
Once the project is completed the “IVR Studio Monitor” tool allows associating a phone number to it.The available phone ports are dependant from the purchased license.
The “IVR Studio Monitor” can monitor all the incoming calls and all the nodes of the script the calls go through.
Web interface
IVR Studio runtime provides a powerful easy to use web interface to manage services through the control panel.
Here it is possible to associate to ports (logical lines) the projects created with the designer.
ADVANTAGES
A professional, customizable IVR solution is a major competitive advantage for all those companies who have to manage customers or employees relationship in a very efficient way.
This solution allows offering mandatory services like:
- Answer 24 hours a day, 7 days a week very efficiently and quickly all incoming calls
- Telephony services costs reduction
- Automates information collection and offer and enable services 24 hours a day
- Customize real time the behavior of the IVR according to changed business needs
- See below some examples of the IVR Studio capabilities applied to different businesses and vertical markets:
Self-service information
It allows users to call a phone number to retrieve information such as flight schedules, movie show times, weather forecast, traffic information order status or account status. These applications could also include user authentication and cards validations thanks to the ability of IVR Studio to link to any existing Database.
Multiutilities meters reading, Live Competitions/Votes/Marketing surveys/Opinion polls
Multiutilities companies (i.e.: gas, water, electric power etc.) can collect meters readings via customer’s phone calls to an IVR solution.Companies running live competitions, marketing surveys or opinion polls can collect answers via a phone call and store callers preferences through touch tones (DTMF) leveraging the IVR Studio.
Recorded Services
Companies offering pre recorded services, such as Horoscopes or Racing tips services for example, can upload their recorded content into the IVR Studio and use it to publish the content in real time. Location Based Services
These services refer to the need to deliver real time data for Location specific information such as Retail market, franchising.
Number Routing
Organizations like pharmacies, restaurants, franchisees, city councils and others quite often offer centralized customer support (unique phone number/800 number) that take incoming calls and then forward them to different numbers based on time of the day or other criteria. Authentication and Authorization
Code/Pin authentication is useful to discriminate rights and to grant access only to subscribed services. It’s also the basic behaviour needed to run cards authorization.
Academy profiles
A student dials a phone number and inserts a Code to access information about exams and studies.
Ring tones and Logo Services
Companies wanting to deliver Operator Logos, Group Graphics, and Picture Messages or Ring tones to customers can leverage IVR Studio to run their business without any expensive infrastructure requirements.
REQUIREMENTS
- The suggested requirements to run the IVR Studio are:
- PC or SERVER (Pentium™ 1.4 Ghz) with 512 MB RAM, 20 GB Hard Disk, Windows 2003 Server
- For additional information looks the STONEVOICE web site:
- http://www.stonevoice.com/Products/RequirementsHardwareSoftware/tabid/774/Default.aspx
LICENCES MODEL
IVR Studio is licensed on a per port base. The total number of ports indicates the sum of simultaneous active calls (incoming and outgoing).
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