NEWS

MAW Software Ltd. launches the IVR out of the box initiative.
More...

IVR Installation for IT helpdesks

Recently we completed a project for a help desk of one of our customers. The customer runs an IT helpdesk with 10 employees that support ca. 500 infrastructure (MS Exchange, File Server, ERP, etc) users. In the past, every time when a break-down occurred, those 10 people were primarily absorbed answering phone calls of the users and informing them about the cause and length of the outage. Even the staff that actually had to repair the problem was busy in answering those repeating calls.
We therefore implemented an IVR system based on INS and a Dialogic Diva 4 port card. Every call is now routed to the IVR where the caller first hears the current system status and if there is any problem, the estimated length of the outage. To 90% of the callers this information is sufficient and they hang up. The rest can then hold the line and is transferred to a help desk employee for further information, or to report another issue. The decision to which staff to transfer the call is based on an even distribution and if the employee has registered her/himself as support staff. Every employee can decide to make her/himself available to answer calls. Like this they are not disturbed while working on the solution of a call.

The caller is then also asked to enter a ticket ID for already reported issues. The IVR system will use the entered ticket ID to query the support database and retrieve the name of the support staff that the issue is assigned to. If this staff is available to answer calls, the call will be directly transferred to her/him. Before answering the call, the support staff will be presented on his PC with all information about the issue and its history.

The connection to the CISCO PABX was done with two ATA 186 (Analog Telephone Adapter) to be independent of the CISCO Call Manager.
The following shows the implemented system layout:

The implemented INS script is as follows:

This project shows very well how to free people from ever repeating tasks (always repeating the same information on the phone) and let them concentrate on more important value added tasks.

MAW Software Ltd at the Orbit-iEX 2008

Here some impressions from this years Orbit-iEX.

Orbit-iEX 2008

Please visit us at the Orbit-iEX 2008: Hall 4, booth Nr. 4/C40.
Get your free ticket here.

MAW Software Ltd and RealFlex Technologies create TCP/IP interface

MAW Software Ltd and and RealFlex Technologies jointly developed a new TCP/IP interface between the RealFlex SCADA application and the MAW Integrated Notification System (INS). Through this any RealFlex node can now submit alarm messages directly over TCP/IP to the Integrated Notification System. INS queues all messages and delivers them securely as page, e-mail, voice or fax message.

GSM Modem

Recently we have tested the XM1210S - GSM BOX Modem from www.xmodus.ch and installed it on one of our customers site. The modem works reliable with SMS-it and INS. It is based on the robust Motorola G24 module. Unfortunately communication speed is limited to 2400 Bds and at present there is no USB interface available (Only RS232).
Originally the modem comes without power supply. This neds to be ordered separately or can be replaced by an equivalent supply.

If the SIM card is protected by a PIN, then this PIN needs to be entered after every restart of the modem (power interruption). With INS this can be done easily by using the Init String and enter AT+CPIN="xxxx" (xxxx is the PIN of the SIM card).

SMS-it does not have an Init String. Therefore you should either disable the PIN of your SIM card or alternatively you may also enter the PIN code manually after every power interruption, by using Hyperlink and enter the command
    AT+CPIN="xxxx"       
(xxxx is the PIN of the SIM card)

For simplicity we have used for our project the Windows driver "Standard 2400 Bds Modem". Xmodus offers on their web site also a dedicated driver (AL7024S Serial Driver for Windows).

Voice board Dialogic D4-PCIU

We recently installed INS for one of our customer, in order to implement an IVR (Interactive Voice Respons) System. Due to the requested high quality voice on playback, we recommended the use of a Dialogic D4-PCIU voice board. The board came without any software and drivers, hence we reverted back to our own installation guide :-)
With this we managed to install the board and the required TAPI driver without problems.
As the Dialogic TAPI driver only supports the format CCITT u-LAW 11kHZ, 8 bit, Mono, our customer had to convert the existing voice files from a previous project. Lucky enough he still had the original voice files, but we had to filter and amplify every single file using "Adobe Sound Booth".
As PABX the customer uses a Meridian PABX. Therefore we used the Dialogic PABX Wizard for detection of the signaling parameters.
Our IVR makes used of the Designer Function Send DTMF String in order to transfer calls. For this function to work, we had to modify the value of the hookswitch of the board to 90ms (Swiss norm).

At last we had to modify the "Receive buffer threshold" for the Dialogic WAVE driver.

Copyright MAW Software Ltd, all rights reserved
contact