My IVR development started with a scripting package called DAX from Ram Research. Using DAX I created an out of hours call handling system for the IT department of a local supermarket chain. Users having problems would report a fault by choosing the type of fault, their location, and recording a description of the problem. The system would then out dial to an engineer qualified to deal with that fault based upon day of week and time of day. An engineer could review the calls allocated to him and once complete, record a resolution which would then be transcribed by the help desk staff during normal working hours.

My other major project developed with DAX was an out of hours answering/audiotext service for a counselling service in the West Midlands. At the lowest level, it acted as a replacement to their answering machine for out of hours calls. Callers could opt to access the audiotext system to access a variety of recorded information. A basic voicemail system was also included to allow the volunteers manning the phones to leave messages for each other. Call statistics were kept and the system has been running for over 2 years now having taken in excess of 10,000 calls.

Whilst employed at Jersey Telecoms I came up with many ideas of how IVR technology would prove useful to the business. On the basis of a couple of my ideas, I was given budget to build the Enhanced Services Platform. This platform would run a number of different services, developed with VOS 6 and using a Dialogic D/300SC-2E1 card. An overview of these applications is below.

The Enhanced Services Platform allows many applications to run simultaneously, selected by dialled number identification (DDI – Direct Dial In service). It allows service deviation based upon calling line identity (CLI) and also allows blacklisting and whitelisting of callers. Call detail records are kept for all in and outbound calls, allowing traffic patterns to be analysed.

Call Charge Information Line
The Call Charge Information Line allows Jersey Telecoms’ landline customers to find out the cost of national and international calls at the various times of the day by dialling the first few digits of the number they want to call. The digits entered by the caller are compared against the call costing database used by their Administration and Billing System and once a match is found the caller is given the destination of their call and the per minute rate during the different time bands.

CLI Readback
Used by Jersey Telecoms engineers, customers, and competitive engineers alike, the CLI Readback service allows callers to find out the Calling Line Identity of the line they are calling from. They can also optionally request a ring back to ensure that their Caller Display equipment and telephone ringer are both working correctly. Callers with lines set to withhold their number by default are advised how to release their number.
The introduction of this service meant that JT engineers no longer needed to call the automated testing number within the Central Office exchange in order to obtain the number of the line they were connected to. By calling the test number, engineers were forced to conduct a line test which was a lengthy process and also subject to resource contention within the exchange.

Change of Number Announcements
Following extension number changes as part of the implementation of the new numbering plan within JT, it was necessary to provide a way of informing callers dialling changed numbers of the new numbers. The Change of Number Announcement service allows individual, personalised messages informing callers of the new number they should dial. The service was also used for changed GSM mobile numbers, where the wording of the announcement changes appropriately.

Call Redirection Service
When Jersey Telecoms launched a new number for business customers to call to report a fault, the majority of business customers were still calling the original fault reporting number, which was to become the number for residential faults only. Although in the process of commissioning an Intelligent Network switching platform, delays in deployment presented a problem.
A service was built on the Enhanced Services Platform which would receive every call generated by customers dialling the existing fault reporting number. They were then advised to press a specific digit to report a business fault or stay on the line for all other problems. An outbound call was placed on a separate channel to the relevant department and this was then linked to the inbound caller via SC-Bus switching.

Employee Share Ownership Plan Information Line
Developed for a local legal and accountancy practice on behalf of one of their multinational clients, this service did not run on the Enhanced Services Platform. Developed in VOS 6 it ran on a PC with a Dialogic D/41H-UK board. It allowed employees without internet access to query the value of their holdings and also request the sale or transfer of shares.
A demonstration can be arranged if required.

Following my departure from Jersey Telecoms, I continued with IVR development and worked on a number of projects. The projects below were all completed using VOS 7 and the Topaz API and were hand coded rather than using the graphical flow charter. All projects were developed using analogue Dialogic cards (D/41ESC-UK and D/4PCI).

Exchange Rate Information Line
Developed for Jersey Post, the Exchange Rate Information Line allows callers to obtain the latest rates offered by the Bureau de Change. The rates are read from the same SQL database that is used to update their web site and intranet systems, ensuring that customers are always given the correct rate whether accessing the service via phone, the internet, or speaking to a customer services representative within the company. As well as simply reading the current rates, callers are also able to perform currency conversions to obtain the foreign equivalent for a local currency amount or vice-versa.

Simple Audiotext System
Also developed for Jersey Post and pending an official launch, the Audiotext system allows callers to navigate through menus to obtain the information they want. It is proposed to use this for static information such as opening hours, latest posting times etc. All administration is done by phone, and call statistics are kept to identify the most listened to options etc.

Homework Hotline
Commissioned by a local secondary school, the Homework Hotline allows parents and students to obtain a list of currently outstanding homework assignments for individual classes. Teachers are able to set homework in advance which will not become active on the system until the specified date is reached. An integrated audiotext system allows for school and sporting function announcements to be recorded.