Network Allies Blog How to Choose the Right Media Board for IVR Systems

If you have a phone, you've experienced Interactive Voice Response (IVR) systems-automated answering and data integration services. IVR allows callers choose between options by speaking or pushing buttons on their phone. The systems help callers reach the appropriate department, retrieve information, and complete transactions without having to hold for a live agent. IVR systems are a cost-effective way to assist customers quickly and efficiently.The Role of a Media BoardMedia boards play a crucial role in an IVR system's overall performance. This piece of equipment provides integration services to all the data coming from the caller, routing this information to the IVR server and allowing the server to give recorded prompts. In addition, the information transferred from the media board makes it possible for the IVR server to receive and interpret Dual-Tone Multi-Frequency (DTMF) signals, the audio signal emitted when buttons are pressed on a touch-tone phone.Media Board CapabilitiesIdeal functions for a DTMF system include:Call routingPBX integrationCall recordingSilence detectionDTMF suppression (removes DTMF tones from all non-muted participants).Signaling capabilities to support various ISDN standardsFor speech-enabled systems, look for these features:Integration with the leading speech enginesBarge-in (caller can interrupt prompts by speaking over them).Full duplex voice channel support (also called continuous speech processing)Voice Activity Detection (VAD)Echo cancellationDTMF processing (processes speech and recognizes DTMF simultaneously)Other ConsiderationsWhen analyzing how the media board provides integrated services, check how it handles signaling and resource allocation. If it can be handled on the board, rather than through an application that allocates Digital Signal Processing (DSP) resources, it will simplify the process. Automatic resource allocation doesn't require a developer or integrator to know how the board works or what resources are available. Media boards that support a variety of PBX vendors will help large companies with heterogeneous networks save money and resources. And when it comes to call transfer, there should be a function for the board to perform the correct call transfer type without the programmer constructing a special message.IP Telephony OptionsCompanies have begun switching from time-division multiplexing (TDM) to the more streamlined IP networks that can carry voice and video data on the same channel. Traditional telephony servers provide the platform for network access and media processing, but they're not equipped to work with both TDM and IP. Therefore, a media board that offers integration services for both voice and signaling in an IP-based environment, on traditional TDM lines, and as a hybrid between the two is best.Installation and DiagnosticsLastly, make sure you choose a media board that's easy to install and has excellent diagnostic support tools. A modem card installed to a PC is one of the easiest methods, and a testing tool to diagnose telecom problems without the IVR program active or present will provide an easier experience for the customer and reduce potential downtime.