Providing media control to SIP-based IVR applications: The IVRObject approach
A popular application that runs on a Voice-over-IP network is the Interactive Voice Response (IVR), which provides a way for interacting with an end user's phone via a telephony interface by presenting a set of audible menu options, and collecting the user's Dual Tone Multi-Frequency responses as the user presses the telephone numeric keypad, and recording the user's voice. This thesis takes a closer look into IVR systems on an IP-based network, specifically in networks that support the Session
... support the Session Initiation Protocol (SIP) for controlling the telephony signalling, and more specifically on IVR systems that have their SIP signalling controlled by a SIP Application Server (SIPAS) implementing the SipServlet 1.0 or 1.1 specifications and where a SIP-based Media Server is used to stream IVR media to the end-user. We describe existing ways for supporting an IVR development in a SIP network, and then we propose an alternative way of accomplishing the same task: the IVRObject. With the help of prototypes, the IVRObject is compared with the existing state of the art against three criteria: (a) how easy it is to develop, (b) how portable the development solution is, (c) and how scalable the solution is in order to sustain a high call volume. As a conclusion, it will be highlighted that the IVRObject provides an easy mechanism for development of IVR-based applications running on a SIPAS, that it is portable to different media server vendors, and that it supports a test strategy that can be leveraged to improve software development quality and faster development. This makes the IVRObject a good alternative especially for enterprise-based IVR applications where scalability is less of an issue than in carrier-space applications.