IVR systems architecture

This interactive voice response (IVR) diagram sample depicts the architecture of IVR systems. It was designed on the base of the Wikimedia Commons file: IVR-Systemarchitektur.png. [commons.wikimedia.org/ wiki/ File:IVR-Systemarchitektur.png]
This file is licensed under the Creative Commons Attribution-Share Alike 3.0 Unported license. [creativecommons.org/ licenses/ by-sa/ 3.0/ deed.en]
"DTMF decoding and speech recognition are used to interpret the caller's response to voice prompts. DTMF tones are entered via the telephone keypad. ...
Other technologies include using text-to-speech (TTS) to speak complex and dynamic information, such as e-mails, news reports or weather information. TTS is computer generated synthesized speech that is no longer the robotic voice traditionally associated with computers. Real voices create the speech in fragments that are spliced together (concatenated) and smoothed before being played to the caller.
An IVR can be deployed in several ways:
1. Equipment installed on the customer premises.
2. Equipment installed in the PSTN (public switched telephone network).
3. Application service provider (ASP) / hosted IVR.
IVR can be used to provide a more sophisticated voice mail experience to the caller. ...
An automatic call distributor (ACD) is often the first point of contact when calling many larger businesses. ...
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 generated in a similar way to Web pages, using standards such as VoiceXML, CCXML, SRGS and SSML. ...
In telecommunications, an audio response unit (ARU) is a device that provides synthesized voice responses to DTMF keypresses 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 provide consistent quality in information retrieval." [Interactive voice response. Wikipedia]
The IVR diagram example "IVR systems architecture" was designed using ConceptDraw PRO diagramming and vector drawing software extended with the Interactive Voice Response Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park.

This interactive voice response (IVR) diagram sample illustrates how ENUM call forwarding can be achieved. It was designed on the base of the Wikimedia Commons file: Call Forwarding with ENUM.jpg. [commons.wikimedia.org/ wiki/ File:Call_ Forwarding_ with_ ENUM.jpg]
"Telephone number mapping is a system of unifying the international telephone number system of the public switched telephone network with the Internet addressing and identification name spaces. Internationally, telephone numbers are systematically organized by the E.164 standard, while the Internet uses the Domain Name System (DNS) for linking domain names to IP addresses and other resource information. Telephone number mapping systems provide facilities to determine applicable Internet communications servers responsible for servicing a given telephone number using DNS queries.
The most prominent facility for telephone number mapping is the E.164 Number Mapping (ENUM) standard. It uses special DNS record types to translate a telephone number into a Uniform Resource Identifier (URI) or IP address that can be used in Internet communications." [Telephone number mapping. Wikipedia]
The IVR diagram example "Call Forwarding with ENUM" was designed using ConceptDraw PRO diagramming and vector drawing software extended with the Interactive Voice Response Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park.

This interactive voice response (IVR) flowchart sample shows the store reporting process flow.
"Call centers use IVR systems to identify and segment callers. The ability to identify customers allows services to be tailored according to the customer profile. The caller can be given the option to wait in the queue, choose an automated service, or request a callback. The system may obtain caller line identification (CLI) data from the network to help identify or authenticate the caller. Additional caller authentication data could include account number, personal information, password and biometrics (such as voice print).
When an IVR system answers multiple phone numbers the use of DNIS ensures that the correct application and language is executed. A single large IVR system can handle calls for thousands of applications, each with its own phone numbers and script.
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 customers to the front of a specific queue. Prioritization could also be based on the DNIS and call reason." [Interactive voice response. Wikipedia]
The IVR diagram example "Store reporting flowchart" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Interactive Voice Response Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park.

This interactive voice response (IVR) diagram sample shows the Scheme of VoIP call with SIM box and gateway. It was designed on the base of the Wikimedia Commons file: Scheme of VoIP call with Sim box.png. [commons.wikimedia.org/ wiki/ File:Scheme_ of_ VoIP_ call_ with_ Sim_ box.png]
This file is licensed under the Creative Commons Attribution-Share Alike 4.0 International license. [creativecommons.org/ licenses/ by-sa/ 4.0/ deed.en]
"A SIM box (also called a SIM bank) is device used as part of a VoIP gateway installation. It contains a number of SIM cards, which are linked to the gateway but housed and stored separately from it. A SIM box can have SIM cards of different mobile operators installed, permitting it to operate with several GSM gateways located in different places." [SIM box. Wikipedia]
The IVR diagram example "VoIP call with SIM box and gateway" was designed using ConceptDraw PRO diagramming and vector drawing software extended with the Interactive Voice Response Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park.

This IVR diagram sample illustrates how ENUM works by giving an example: Subscriber A sets out to call Subscriber B:
1. The User Agent of an ENUM-enabled subscriber terminal device, or a PBX, or a Gateway, translates the request for the number +34 98 765 4321 in accordance with the rule described in RFC 3761 into the ENUM domain 1.2.3.4.5.6.7.8.9.4.3.e164.arpa.
2. A request is sent to the Domain Name System (DNS) asking it to look up the ENUM domain 1.2.3.4.5.6.7.8.9.4.3.e164.arpa.
3. The query returns a result in the form of so called Naming Authority Pointer Resource NAPTR records, as per RFC 3403. In the example above, the response is an address that can be reached in the Internet using the VoIP protocol, SIP per RFC 3261.
4. The terminal application now sets up a communication link, and the call is routed via the Internet.
This IVR diagram sample was designed on the base of the Wikimedia Commons file: Ejemplo ENUM.jpg. [commons.wikimedia.org/ wiki/ File:Ejemplo_ ENUM.jpg]
"Being able to dial telephone numbers the way customers have come to expect is considered crucial for the convergence of classic telephone service (PSTN) and Internet telephony (Voice over IP, VoIP), and for the development of new IP multimedia services. The problem of a single universal personal identifier for multiple communication services can be solved with different approaches. One simple approach is the Electronic Number Mapping System (ENUM), developed by the IETF, using existing E.164 telephone numbers, protocols and infrastructure to indirectly access different services available under a single personal identifier. ENUM also permits connecting the IP world to the telephone system in a seamless manner." [Telephone number mapping. Wikipedia]
The IVR diagram example "Example ENUM" was designed using ConceptDraw PRO diagramming and vector drawing software extended with the Interactive Voice Response Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park.

This interactive voice response (IVR) diagram sample illustrates how ENUM call forwarding can be achieved. It was designed on the base of the Wikimedia Commons file: Call Forwarding with ENUM.jpg. [commons.wikimedia.org/ wiki/ File:Call_ Forwarding_ with_ ENUM.jpg]
"Telephone number mapping is a system of unifying the international telephone number system of the public switched telephone network with the Internet addressing and identification name spaces. Internationally, telephone numbers are systematically organized by the E.164 standard, while the Internet uses the Domain Name System (DNS) for linking domain names to IP addresses and other resource information. Telephone number mapping systems provide facilities to determine applicable Internet communications servers responsible for servicing a given telephone number using DNS queries.
The most prominent facility for telephone number mapping is the E.164 Number Mapping (ENUM) standard. It uses special DNS record types to translate a telephone number into a Uniform Resource Identifier (URI) or IP address that can be used in Internet communications." [Telephone number mapping. Wikipedia]
The IVR diagram example "Call Forwarding with ENUM" was designed using ConceptDraw PRO diagramming and vector drawing software extended with the Interactive Voice Response Diagrams solution from the Computer and Networks area of ConceptDraw Solution Park.