INDEX

S.No. CONTENTS PAGE NO.

1. INTRODUCTION 1

2. SYSTEM CONFIGURATION 2

3. TRUNK IVRS FEATURES 3-4

4. IVRS CONFIGURATION 5

5. TRUNKING DIAGRAM OF TRUNK IVRS 6

6. IVRS TREE 7-14

7. FREQUENTLY ASKED QUESTIONS (FAQ) 15-16

8. VARIOUS MIS REPORTS 17-41

9. LIST OF NODAL OFFICERS 42

 1. INTRODUCTION

Automatic trunk booking system through IVRS (Interactive Voice Response System)

is a system, which is use to book trunk calls for any station with in India. The system consists of

two servers, which are in Hot Standby mode, alongwith one dedicated operator terminal parented

to each. The server takes care of booking and put-through the trunk Calls, which are booked by

the esteemed customers of BSNL by dialing 180 and following the announcements of IVRS. The

esteemed customers of BSNL can also make enquiries regarding status / cancellation / charges of

the booked trunk calls by dialing 181 and then following the announcements of IVRS. When a

customer of BSNL has any problem during booking / enquiry of trunk call through IVRS, he will

be transferred to the operator terminal for further assistance.

In Rajasthan Circle, IVRS for Trunk Services is established at PGMTD, Jaipur and

GMTD Jodhpur only. All the other SSAs of Rajasthan Circle are then connected to either of one

for trunk service. The SSAs, which are being connected through IVRS at Jaipur are Ajmer, Tonk,

Alwar, Bhartpur, Kota, Jhalawar, Bundi, Sawai Madhopur, Sikar, Churu, Jhunjhunu, Udaipur,

Chittorgarh and Banswara.

 2. SYSTEM CONFIGURATION

1. HARDWARE CONFIGURATION

• Intel Pentium-IV @ 2.6 Ghz.

• RAM 512 MB
• HDD 1 X 40 GB
• SAVG 15” Monitor
• FDD 1.44 MB
• 52X Samsung CD ROM Drive
• Mouse with Mouse pad
• Key Board
• 4 PCI SLOT
• COMPEX PS2208B 8 CHANNEL HUB
• Dot Matrix Printer – TVSE MSP 245
• 2 Serial / 1 Parallel / 2 USB Port (Support for ECC / EPP)
• 32 Bits 10 / 100 Mbps Ethernet Card with UTP Support.
• PSTN Interface Card
1. Trunk Card: PSTN Interface Card for 30 Channels Support R2MFC Signaling.
2. Intel Dialogic Card

2. SOFTWARE PLATFORM

• Operating System: Windows 2000 Professional with license and CD Media.

• Anti Virus Software: Norton – 2005.
• 180 IVRS Software with Manual
• Dialogic Software
 3. TRUNK IVRS FEATURES

3.1 INTELLEGENT ANSWERING

The IVRS trunk booking is having the function of requesting for the Calling Line
Identification (CLI) of the customer from the telephone system. When the call is landed to
the IVRS, an appropriate announcement with welcome is given to the incoming
subscriber.

3.2 LANGUAGE TYPE

Automatic trunk booking system supports multilinguistic announcements. There can

be announcement in as many as three languages viz English, Hindi or regional Language.

3.3 INTELLEGENT CALL ROUTING

The incoming subscriber routed to the service requested as per the dial digits. Non-
CLI subscriber is routed to the operator terminal for assistant / enquiry.

3.4 DISCONNECT TIME

The option specifies the announcement that has to be given to the calling party before
disconnection of the call.

3.5 ALLOCATION OF TRUNK SERVICE

IVRS administrator can allocate a service number for each service i.e. 180 for trunk
booking and 181 for trunk enquiry etc.

3.6 CONFIGURING EACH CHANNEL

IVRS administrator can configure each channel according to the existing channel i.e.
booking, incoming, STD-outgoing etc.

3.7 SILENCE DETECTION

When the calling party after finishing his conversation keeps the receiver, the line
does not get disconnected due to the fact that line reversal from the exchange is not
received. So, when we enable the silence detection option the line is forcefully
disconnected according to the specified seconds when there is no speech on the line.

3.8 BOOKING BARRING

IVRS administrator can configure booking setup option in order to bar CCB Nos,
duplicate booking, and non CLI, CLI length less than 11 Nos. etc.
3.9 DIALING AND RETRIES

IVRS administrator can configure the number of times of dialing / retries of calling
person OFF-HOLD / Called person OFF-HOLD / Called person ON-HOLD / Operator
ON-HOLD etc.

3.10 DIALING MODE

It is used for the IVRS System to dial to the subscriber in pulse or in tone mode.

3.11 ZERO HOURS CANCELLATION

IVRS administrator can activate this option in order to cancel all pending STD call of
the day before at midnight 12 O’clock.

3.12 BOOK MULTIPLE CALL WITHOUT DISCONNECTION

IVRS administrator can activate this option in order to book multiple calls without
disconnection.

3.13 CONFIRM LOCAL PERSON TO KEEP THE CALL PENDING

If this option is clicked, whenever the system tries to put through the call to outstation
number, some times outstation number may be busy or no response, at that time system
confirms calling person to keep the call in pending or cancel the call.

3.14 MULTI SSA TRUNK BOOKING

As the master file of IVRS data contains the STD code Versus X-Y coordinates of the
SDCC’s and distance is calculated taking these coordinates by the software and on the
basis of distance slab pulse is taken and trunk charge is calculated per minute basis,
therefore Multi-SSAs trunk booking is possible through IVRS.

3.15 DISPLAY OF THE CLI OF THE CALLING NUMBER TO THE CALLED

NUMBER

As per the BSNL HQ norms the CLI of the calling subscriber will be given to the
called subscriber in trunk booking. IVRS supports this feature.

3.16 BILLING FORMAT AS PER TRA SYSTEM

Billing data format matches with the DOTSOFT / CDTMX / Trichur package as
per TRA System.

3.17 DATA SECURE SYSTEM

In IVRS system both the servers are in Hot Standby configuration for
data security.
 4. IVRS CONFIGURATION

E-10B Local Switch Level-3

M.I.Road, Jaipur

PCM-1 PCM-2

Server 1 Server 2
5. TRUNKING DIAGRAM OF TRUNK IVRS

Name of SSAs
allowed for Trunk
services at
All Local IVRS, Jaipur
ExchangesJ of JP
City 1. AJMER

2. TONK

3. ALWAR
180/181
E-10B 4. BHARATPUR
Tandem EWSD LOCAL Level – I
5. KOTA
M I Road, JP EXCHANGE OCB/EWSD
M I ROAD, JP TAX 6. JHALAWAR
Lev-22 M I Road, JP 7. BUNDI

8. SAWAI-

2 PCMs MADHOPUR

9. SIKAR
Other
SDCAs of IVRS Trunk 10. CHURU

JP SSA (Server) 11. JHUNJHUNU

M I Road, JP 12. UDAIPUR

13. CHITTORGARH

14. BANSWARA

15. SRI-
GANGANAGAR

16. BHILWARA
 6. IVRS TREE

180 / 181

180 Check For 181

the Dialed
number

A B
 A

Welcome to Trunk Booking Service of BSNL

• Dial 1 for English

• Dial 2 for Hindi NO

3 times
Check You have
C 2 dialled not dialed not dialed
no? the
number in
1 time

NO Is CLI
E1 available?

YES
4th time
Dial 1 for ordinary
Dial 2 for Urgent
Dial 3 for Lightening
E
3 times Dial 4 for operator Assistance

You have
not dialed not Check 4
the Dialed dialled
number in no?
time
1, 2, 3
th
4 time

E A1
 A1

Pl. Dial station STD Code

followed by out station
telephone no.

3 times

No You have
Number not dialed
Dialed the number
3 times
in time
Yes
4th times
You have
dialed First digit E
invalid No is zero
Number

4th times Yes

E The station STD code &

Telephone number you
have dialed is
xxxxxxxxxxx
• if it is correct dial 1 3 times
otherwise dial 2

You have
2 Not dialed not dialed
A1 Number
the number
Dialed
in time

1 4th times

Your Trunk call has been booked. Its ticket

E
number is XXXXX (Repeat 2 times)
Your call will be tried in a minute if it is free.
Thank you for using this service.

END
 E1

Dial 1 for ordinary

Dial 2 for Urgent
Dial 3 for Lightening
Dial 4 for operator Assistance
3 times

You have
not dialed not Check 4
the Dialed dialled E
number in no?
time

4th time 1.2.3

E Please dial our Local STD

Code

3 times
You have
not Dialled ?
not dialed
the Dialed
number in
time
YES
th
4 time

E Please dial our Local Tel.

Number

3 times
You have
not Dialed?
not dialed
the Dialed
number in
time
YES
th
4 time
Please dial our Local Tel.
E
Number

A1
 E

We are transferring to
you an operator

All the operators’

Operator No lines are busy.
Available ? You have to wait
a little longer

Yes

No
Free ?

Yes

Subscriber lands to the

IVRS operator

END
 B

Welcome to Trunk Enquire Service of BSNL

• Dial 1 for English

• Dial 2 for Hindi NO

1
3 times
Check You have
C 2 dialled not dialed not dialed
no? the
number in
time

NO Is CLI 4 times
E1 available?

E
YES

Dial 1 for Cancellation

Dial 2 for the Amount of Your Trunk Call
Dial 3 for Call Status
Dial 4 for operator Assistance

3 times

You have not dialed 4

Check
not dialed dialled no?
the
number in
time
1.2.3
4th time
1 2 3
E

X Y Z
 X

Please Dial Your

Ticket Number
3 times

2 times You have

Check Not dialed not dialed
dialled no? the
number in
time
Yes
You have 4th time
dialed
invalid No Is Ticket
Ticket Number E
number Valid ?

3rd time
Yes
Your call is cancelled.
E Thank you for using this
service

END
 Y

Please Dial Your

Ticket Number
3 times

2 times You have

Check Not dialed not dialed
dialled no the
? number in
time
Yes
You have 4th time
dialed
invalid No Is Ticket
Number E
Ticket
number Valid ?

3rd time
Yes
E

Call
Effective?
Yes No

The Amount for Your Trunk Your call is cancelled. The

call is Rs xxxxxx for cancellation charge is Rs.
duration xxx minutes. …. .
Thank you for using this Thank you for using this
service. service.

END
END
 Z

Please Dial Your

Ticket Number
3 times

2 times You have

Check Not dialed not dialed
dialled no the
? number in
time
Yes
You have 4th time
dialed
invalid No Is Ticket
Number E
Ticket
number Valid ?

3rd time
Yes
E

Yes Call No
Pending ?

Your call pending. It will be Yes No

Call
tried in …. Minutes.
Effective?
Thank you for using this
service

Your call is already Your call is cancelled.

END
successfully put Thank you for using
through. Thank you this service.
for using this service

END END
 7. FREQUENTLY ASKED QUESTIONS
(FAQs)
Q.1 How can the Trunk IVRS be useful for BSNL customers?
• The Trunk IVRS is fully automatic computerized system, which offers trunk services
180/181. It also provides the efficient method to monitor the performance of trunk calls.

Q.2 Who can get services from Trunk IVRS?

• All the PSTN subscribers of BSNL can get the services from Trunk IVRS.

Q.3 What type of services can be offered to the BSNL subscriber through Trunk
IVRS?
• Trunk Booking
• Trunk Enquiry / Assistance

Q.4 In what conditions, the calling subscriber lands to the IVRS operator terminals?
• When the CLI of calling subscriber is not received by the IVRS
• When calling subscriber dial 4 either at the time of booking or enquiry in order to get operator
assistance.
• When calling subscriber dial more than three times wrong STD code followed by STD
number
• When calling subscriber does not dial valid number as demanded by IVRS at the time of
booking / enquiry

Q.5 Can IVRS operator cancels any call?

• Operator can cancel only those calls, which were booked by him. For other calls, which were
booked by the subscriber through the IVRS directly, the operator can only guide the calling
subscriber that he has to dial 181 and then follow the instructions of IVRS for call
cancellation / call status / call charges.

Q.6 Can IVRS booked trunk calls be re-directed to other number demanded by the
subscriber?
• No, as IVRS is CLI based trunk booking system, it is not possible.

Q.7 Can priority of any trunk call booked by IVRS be changed?

• No

Q.8 Is time dependent booking possible through trunk IVRS?

• No.

Q.9 Can a subscriber book a trunk call of his own SDCA?

• No, a subscriber cannot book a local call.

Q.10 Can a subscriber book trunk call for more than one called number in trunk IVRS?
• No.

Q.11 How many types of trunk call a subscriber can book?

• Subscriber can book three types of trunk calls only i.e. Ordinary, Urgent & Lightening.
 8. VARIOUS MIS REPORTS
Following reports are available in IVRS: -

1. TRA Report
2. Summary Report
3. Detailed Report
4. Operator Report
5. Channel Wise Report
6. Ticket Details
7. Call Analysis Report
8. TRA Memo Report
9. Call Try Details

1. TRA Report
TRA report gives the report in the form used by TRA section. Various formats in text
format are available i.e. DoTSoFT, CDTMX, Trichur, CTMX etc. for billing purpose.

2. Summary Report
• 2.1 Date Wise Report
• 2.2 Time Wise Report (Book Time Wise)
• 2.3 Time Wise Report (Effective/Cancellation Time Wise)
• 2.4 SSA Wise Report
• 2.5 SSA Wise Report (LNT, LB as Effective)
• 2.6 Call Type Wise Report (Total)
• 2.7 Date Wise Effective Report (Total)
• 2.8 Date Wise Cancellation Report (Total)
• 2.9 Unsuccessful Report - (Only one can view on the Screen)

3. Detail Report
• 3.1 Date Wise Report
• 3.2 Time Wise Report
• 3.3 Pending Calls Report
• 3.4 PP Calls Report
• 3.5 SSA Wise Detailed Report

4. Operator Report
• 4.1 Call Transferred to Operator
• 4.2 Efficiency- Date wise (Summary) - (Only one can view on the Screen)
• 4.3 Efficiency- Time wise (Summary)- (Only one can view on the Screen)
• 4.4 Efficiency- Date wise (Detailed)
• 4.5 Efficiency- Time wise (Detailed)

5. Channel Wise Report

• 5.1 Time Wise Summary Report (All Channels)
• 5.2 Channel Wise Detailed Report

6. Ticket Details