Design of hierarchical and configurable IVR system

Abstract

IVR is an important part of CTI center. But most of current IVR system is designed for specific requirements with low extensibility and can not be a reusable system. A new IVR system for another purpose should be recoded. This paper proposes a hierarchical system of reusable IVR , which reduces the dependence between models and uses XML file as configuration file to make the IVR easily change by modifying the XML file.