Dialogic card

A dialogic card is used in automated telephone systems to allow for predictive dialing, conferencing services and interactive voice response, otherwise known as VRUs. Dialogic cards are mostly used in Interactive Voice Response Systems. These cards were originally an Intel Corp. product. The Dialogic voice drivers are capable of making calls, answering calls, identifying caller ID, playing and recording sounds from the line, and detect Dual-Tone Multi-Frequency (DTMF) signals (touch tones) dialed by the caller. It can tear down a call and detect when the caller has hung up.^[1]

VRU

Dialogic cards are essential to the operation of Voice Response Units, or VRUs. These automated systems take calls from clients or customers of an institution, a bank for example, and route the callers to the appropriate individual or data.

These systems are well known to the public as the automated answering services for businesses such as AT&T, PG&E, Bank of America and other large corporate institutions. Often complicated and difficult to navigate, these systems have nonetheless allowed corporations to streamline their telephone systems and provide information to customers without the need for human interaction.

Benefits of Video IVR (IVVR)

The benefits of IVVR can be looked at in two ways. The first way is to view IVVR as an extension of the familiar IVR system that can:

Deliver significantly more complex instruction sets than IVR
Deliver those instructions much more efficiently than a "voice only interface," in that a picture (or a video) "is worth a thousand words"
When combined with mobile delivery, deliver complex instructions exactly where and when they are needed
Deliver certain information graphically when graphics are the most appropriate way to deliver that information (for example, the location of an airplane seat map or the location of a taxi stand may be best communicated with a picture, rather than through a written description)

The second way to view IVVR is as a simplified interface to a complex system, much like an Automatic Teller Machine (ATM) is a simplified interface to a banking system. By using simple commands with limited responses, added to the advantages of a visual interface, a Video Enabled banking by phone system can be more effective and efficient than using a smartphone browser or even a traditional IVR system.^[2]

Digital and analog versions, capabilities

Voice Application Programming Interface: All Dialogic voice boards interface are prefixed with dx_, which helps to identify them easily. They are used for device management, configuration function, input output functions, etc. Here are some important functions in the Dialogic voice card, which are used quite often to develop a mobile computing application.

1. dx_open() - opens a voice channel

2. dx_close() - closes a voice channel

3. dx_wtcallid() - waits for rings and reports Caller ID

4. dx_getdig() - gets digits from channel digit buffer(for reading the key input)

5. dx_play() - plays recorded voice data

^[3]

Dialogic cards are produced in analog and digital configurations depending on usage. The cards can handle multiple phone calls simultaneously and route each to the intended information or service representative (commonly known as "pounding out").

The cards are able to handle from four to 192^[4] standard "ports," also known as analog phone lines.

Cisco Systems uses the cards in its Unity product line.^[5]

References

â†‘ Yavagal, Asoke K. Talukder, Hasan Ahmed, Roopa R. (2010). Mobile computing : technology, applications, and service creation (2nd ed.). New Delhi: Tata McGraw Hill. p. 70. ISBN 978-0-07-014457-6.
â†‘ "Benefits of IVVR". Dialogic. Retrieved 11 April 2011.
â†‘ Yavagal, Asoke K. Talukder, Hasan Ahmed, Roopa R. (2010). Mobile computing : technology, applications, and service creation (2nd ed.). New Delhi: Tata McGraw Hill. p. 71. ISBN 978-0-07-014457-6.
â†‘ Dialogic specs
â†‘ At Cisco.com

External links

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