Web based IVR solution for VoIP

The client is a rapidly growing NextGen VoIP operator in Japan. The client provides long-distance services to several locations within Japan and all over the world. It uses communications infrastructure from Cisco.

The requirement

The client wanted a VoIP-based billing system that could integrate with its Cisco AS 5300 switch for real-time call tear down, real-time rating for the balance update and for interfacing with the IVR for fast response times. The goal was to cut the time lag for the customer and beef up its business operations.

The Infozech team needed to:

• deliver the solution within a stiff deadline of six weeks to enable the client to launch its services before the start of the FIFA World Cup in 2002, in Japan
• implement complex rating rules to support the client’s product offerings
• update and recharge prepaid balances in real time
• provide real-time web reporting of customer account balances and call details
• enable online payment and recharge

The solution

Recognizing the need to reduce time-to-market, Infozech put together an aggressive implementation schedule using its flagship billing and customer care solution, eBill. The solution was delivered in time and within expected cost outlay. In addition, it was integrated with third-party products for payment and roaming ISP (iPass) interface.

How it worked:

• On the voice side
  The call would get initiated from the voice user through the PSTN network. It would land on the Gateway server, which requested the Radius server for AAA (Authentication, Authorization and Accounting). The Radius server then requested eBill for validation. The call, after AAA and validation was passed to the destination gateway through the Internet. The call then terminated to the voice user through the destination PSTN
• On the data side
  The call was initiated from the data user through the ISP server. The call landed on the data RAS. The data RAS would then request the Radius server for AAA. The Radius server then forwards the processing to roamer iPass. The Radius server requests eBill for validation. After AAA and validation, the call is then terminated to the destination data user through the destination ISP.

The benefits

Using the Infozech solution, the customer was able to:

• provide customer self care using a telephone interface and customized IVR programs
• use complex rating rules to support its product offerings
• update and recharge prepaid balances in real time
• enable ANI registration and detection (upto 9 ANI)
• create reporting for enhanced operations and customer management
• create inbound and outbound traffic reports based on ports or gateways
• provide IVR prompts in multiple languages to its users
• allow for the transfer of amount from a new card to an existing card via the Web or telephony interface
• provide complete agent care on the web.