USSD & IVR System Develop

USSD (Unstructured Supplementary Service Data).

USSD is a communication protocol used by GSM cellular telephones to send text between a mobile device and an application program in the network’s server. It’s known for its simplicity, allowing interactive communication sessions to be established quickly, typically involving menu-driven interactions. USSD does not require internet connectivity, making it widely accessible for services like mobile banking, balance inquiries, prepaid top-ups, and interactive messaging systems. It operates independently of the mobile operating system and is often used for applications requiring immediate responsiveness and broad user reach.

IVR stands for Interactive Voice Response.

It’s a technology that allows interaction between a caller and a computer system via voice and DTMF tones input via keypad. IVR systems can handle a high volume of phone calls automatically by using pre-recorded voice prompts and menu options to guide callers through their choices. These systems are commonly used for customer service lines, call centers, telephone banking, and other applications where automated interactions can efficiently handle routine inquiries and transactions without the need for a live agent.

USSD , How the work ?

• USSD codes are typically dialed in the format *<code>#.
• Dial the USSD code directly from your phone’s dialer application.
• Examples of USSD codes include checking balance (*123#), activating services (*100#), or other service-specific commands provided by your mobile operator.

IVR , How the work ?

• IVR systems are accessed by calling specific phone numbers provided by service providers.
• When you call an IVR number, you will usually hear a recorded voice prompting you to select options using your phone’s keypad (for example, “Press 1 for English, Press 2 for Support,” etc.).
• Navigate through the IVR menu by listening to the prompts and responding using your phone’s keypad.

For this Realtime usage for Implement, You must have the access for the mobile service line provider USSD & IVR

USSD System Components

• USSD Gateway: Connects mobile networks to application servers, handling USSD requests/responses.
• Application Server: Hosts USSD application logic, using Java, Node.js, Python, etc., for development.
• USSD Handler/Engine: Manages sessions, interprets USSD codes (*123#), and routes interactions.
• Middleware: Integrates USSD gateways with backend services via RESTful or SOAP APIs.
• Database: Stores user data, sessions, and logs (MySQL, PostgreSQL, MongoDB).
• User Interface: Provides text-based interfaces on mobile phones without needing internet connectivity.

IVR System Components

• IVR Platform/Server: Manages call flows and voice interactions (Asterisk, Avaya, Genesys, Cisco).
• Telephony Interface: Connects IVR to telephone networks (PSTN, VoIP, SIP).
• Application Server: Hosts IVR application logic, processes user inputs, and directs call flows.
• Voice Recognition and TTS: Converts speech to text and vice versa (Google Cloud Speech-to-Text, Amazon Polly, IBM Watson).
• DTMF Tone Detection: Essential for navigating IVR menus, detecting keypad inputs.
• Middleware: Facilitates backend integration using RESTful or SOAP APIs.
• Database: Stores caller data, logs, and transactions (SQL, NoSQL).

Common Technologies and Tools

• Programming Languages: JavaScript, Java, Python, C#, PHP.
• Frameworks and Libraries: Node.js, Spring Boot, Flask, Express.js.
• API Integration: RESTful APIs, SOAP APIs for backend communication.
• Cloud Services: AWS, Google Cloud Platform (GCP), Microsoft Azure for hosting and scalability.
• Version Control: Git (GitHub, GitLab, Bitbucket) for source code management.
• Project Management Tools: Jira, Trello, Asana for tracking tasks and issues.
• CI/CD: Jenkins, GitLab CI, CircleCI for automated testing and deployment.

Specific Tools and Services

• Kapanga-like Tool: Used for developing and testing USSD and IVR systems, enhancing development workflows and efficiency.
• USSD Gateways: Twilio, Africa’s Talking, Nexmo.
• IVR Platforms: Avaya Experience Portal, Asterisk, Cisco Unified CCX.
• Speech Recognition/TTS: Google Cloud Speech-to-Text, Amazon Polly, IBM Watson, Nuance.

Technical Process of USSD & IVR Integration

USSD Integration:

System flow diagram

1. Understand Requirements:

• Contact the mobile service provider (like AT&T, Vodafone, etc.) to understand their USSD API or service provisioning process.
• Obtain documentation or developer resources related to their USSD capabilities, including supported USSD codes and technical specifications.

2. API or Gateway Access:

• Some providers offer API access for USSD interactions. You may need to register as a developer or partner and obtain API credentials (like API keys, endpoints) to integrate USSD functionality into your application.
• Alternatively, the provider might provide access to a USSD gateway where you can send USSD commands programmatically.

3. Development:

• Develop your application to send USSD requests using the provided API or gateway. This involves crafting USSD messages in the required format and sending them to the provider’s USSD gateway.
• Handle responses received from the USSD gateway to process and display information to your users.

4. Testing and Deployment:

• Test your application thoroughly against the provider’s test environment (sandbox) to ensure proper functionality and integration.
• Once tested, deploy your application in a production environment where it can interact with the live USSD services of the mobile provider.

IVR Integration:

Sample Architecture Diagram with AWS Technologies

sample flow diagram for the IVR User Inputs and Response.

1. Provider Interaction:

• Contact the mobile service provider to inquire about their IVR integration options.
• Understand if they provide access to IVR systems through APIs or if you need to utilize standard phone call interactions.

2. IVR System Access:

• If APIs are provided, follow similar steps as with USSD to obtain access credentials and technical documentation.
• For standard phone call interactions, understand the IVR menu structure and the phone numbers to call for specific services.

3. Development and Testing:

• Develop your application to interact with the IVR system either through automated phone calls (using telephony APIs) or through direct phone interactions.
• Test your IVR interactions thoroughly to ensure that your application can navigate through the IVR menu and handle responses appropriately.

4. Deployment:

• Once tested, deploy your application in a live environment where it can interact with the IVR systems of the mobile provider.

Internal Connectivity:

• Network Integration: Ensure your application has access to the necessary networks (e.g., GSM, CDMA) and that it can send and receive signals required for USSD and IVR interactions.
• Compliance: Follow any regulatory requirements related to telecommunications and ensure your application meets security and privacy standards when handling user data and interactions.

Kapanga is a Session Initiation Protocol (SIP) software phone capable of voice, fax, and video over IP communications.

Reference for Kapanga Telco Tool with SIP Server implement: https://telecom.altanai.com/tag/kapanga/