Ivr flow designer and simulator

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.