- Business and Living
- The Call Center: Its Evolution from "Call Handling" and "Computer Telephony"
- Technology Behind These Services
- What a Call Center Must Have
- Interactive Voice Response IVRS and Digital Voice Messaging
Interactive Voice Response IVRS and Digital Voice Messaging
The PBX (Private Branch Exchange) in the call center is connected directly to the Server, and the EPABX (Electronic Private Automatic Branch Exchange) ports (extensions) are connected to the individual operators' computer terminals.
A l t e r n a t i v e l y:
The server may be fitted with a voice card, and individual operators' terminals then won't have a modem; instead, they have a communication card that is capable of receiving high frequency voice packets (digital voice).
Voice Command Set in a Voice Modem
Getting into the technologyenabling the voice mode of all modem devices is an interesting idea!
The Hayes Modem pioneered the firmware programming, using a set of AT commands to program the modem. Hence, all Hayes-compatible modems (almost all modern day modems) comply with the AT set.
The following is a sample hyperterminal output of the AT command:
AT ok AT ok
Other AT commands also work similarly:
Ath [ Hang up ] ATdt123 [ Tone dial the following digits ] Atdp123 [ Pulse dial ]
Similar AT (Attention Modem) commands also exist for programming voice modems as well as FAX modems. Of course, the programming is complex.
AT voice commands:
Ata [ Answering in voice/audio mode ] Atd [ Dial command in voice/audio mode ]
Voice Messaging and "Digital Voice"
Voice as a packet is treated exactly as dataa stream of bits/bytes. What's a voice packet and, of course, what can it do?
Voice is sampled via an A/D (analog-to-digital) converter that digitizes the sample. This converter is built-in on a sound-blaster card or a voice modem.
Past. Present. And later.
The future lies in unified messaging, in which all data-FAX-voice, as well as multimedia messaging, are unified logically into one packet.