Abstract:
Interactive Voice Response (IVR) flow in call
centre applications is an important component. IVR
handles customers automatically, for instance when we call
customer service providers an automatic answer is
given to us using an IVR Server. IVR Servers need a script
file to manage the customer automatically. Duo IVR Flow
Designer and Simulator is developed to produce IVR scripts
independent of underlying call server telephony technology.
It also supports to simulate IVR flows before deployment
Idea here is that we develop the IVR flow using Windows
Workflow with customizable features. Most current IVR
Designers support for a single type of technology. They
support to create script generation for a single type of call
server technology. Duo IVR Flow Designer and Simulator
supports to plug different types of IVR nodes into it and
different types script generator modules into it. This will
ultimately support the underlying call server independency
and generation of script for user defined technologies.
