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Hallo solutions general informations: Internet Relay Chat services
IRC services is a common name for a set of features implemented in most modern Internet Relay Chat networks. Services are automated bots with special status which are generally used to provide users with access with certain privileges and protection. They usually implement some sort of login system so that only people on the access control list can obtain these services.
The most popular style of services use a number of fake clients whose names end in "Serv". The four below are nearly always seen in services of this style.
• The ChanServ, channel service bot, is used to protect channel operators and help run the channel. This is convenient for the operators because they do not need to have an operator on the channel all of the time to keep their status.
• The NickServ, nickname service bot, is used to register and protect user nicknames.
• The MemoServ, memo service bot, is used to record and deliver messages to users who are currently offline.
• The OperServ is used by IRC Operators. Also known as AdminServ, RootServ, or OpServ (srvx).
Some others are also seen following this naming convention in some services packages including:
• The BotServ, which allows channel operators to assign bots to their channels. these bots are mostly a ChanServ representative in the channel.
• The HelpServ, the help service bot, is used to provide help on a variety of IRC topics.
• The HostServ, host service bot, is used to allow general users to register a vhost so that their real IP address on IRC is hidden.
• The RootServ, used on specific networks, is utilized by Services Root Administrators to perform Root Administrative functions for the IRC Network and Services Program.
• The StatServ, statistic services bot, is used to perform various statistical analysis on the IRC Network.
• The DevNull, a message agent, is a specific service that is used to send global messages via services. This agent is usually given a global IRC Operator status as to be able to perform the function. This service must be on a U:Lined server so it has the ability to spoof nicknames.
The original NickServ was written by Armin Gruner at the Munich University of Technology in 1990. The original intention was to give out friendly warnings that somebody else already likes to use a specific nickname, since the IRC protocol has no built-in provision to protect electronic identities. NoteServ and MsgServ followed up soon after the introduction of NickServ, and had a similar job of today's MemoServ.
It was considered okay behaviour to simply /ignore NickServ's notices, but an operator called Jupiter decided to /kill NickServ and use the nickname NickServ himself, subsequently collecting all identify passwords from users and being amused by that. This led to a public debate over the usefulness and safety of services, the discontinuation of NickServ on EFnet and EFnet's current Nicknames are not owned policy arose.
In 1995 DALnet invented ChanServ, then re-implemented NickServ and MemoServ. Today EFnet and IRCnet are the last large IRC networks which stick to their policy of living without identity protection. Services are generally considered essential to providing a pleasant chatting experience.
Many variants of services have been implemented over time, so each IRC network speaks a different service dialect, making it close to impossible for client developers to implement unified graphical interfaces to the various registration procedures. Still most of them are inspired by DALnet's and Armin's original works, only QuakeNet sticks out with a completely different approach.
There are several software packages that implement services. Some of the popular ones include srvx, Atheme, Hybserv (developed for use with the Hybrid IRC daemon software), Epona (Now deprecated), Anope, and IRC Services 5 (supporting a wide range of IRC daemons). While some of these packages provide excellent features in the eyes of many users, some network operators decide to write their own services, with the most important reasons being flexibility, customization, and often, mostly on smaller networks, fun also plays an important role. Not all packages implement the above service bots. Also, sometimes the bots have different names, and may or may not implement these functions in the form listed above. Even so, the above form is the most common.
The IRC+ initiative is working on producing a recommendation for services to use common numerics for essential functions, so that clients can have unified and simplified user interfaces for dealing with services for the most essential functions (like, registering your identity on an IRC network).
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Ivr
In telephony, interactive voice response, or IVR, is a phone technology that allows a computer to detect voice and touch tones using a normal phone call. The IVR system can respond with pre-recorded or dynamically generated audio to further direct callers on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. Once constructed IVR systems generally scale well to handle large call volumes.
A caller dials a telephone number that is answered by an IVR system. The IVR system executes an application which is tied to the number dialed DNIS (Dialed number information service). As part of the application, prerecorded audio files or dynamically generated Text to Speech (TTS) audio explain the options available to the caller. The caller is given the choice to select options using DTMF tones or spoken word. Speech recognition is normally used to carry out more complex transactions and simplifies the application menu structure.
IVR systems are typically used to service high call volumes, reduce cost and improve the customer experience. Examples of typical IVR applications are: telephone banking, televoting, and credit card transactions.
Large companies use IVR services to extend the business hours of operation. The use of the VUI (Voice User Interface) is designed to match the customer experience of the web interface. Companies have realised that access to voice services is impulsive and readily available. This is due to the high penetration of mobile phones.
Call centers use IVR systems to identify and segment callers. The ability to identify customers allows the ability to tailor services according to the customer profile. It also allows the option of choosing automated services. Information can be fed to the caller allowing choices such as: wait in the queue, choose an automated service, or request a callback. (At a suitable time and telephone number) The use of CTI(Computer Telephone Integration) will allow the IVR system to look up the CLI (Calling Line ID) on a network database and identify the caller. This is currently accurate for about 80% of inbound calls, but will increase as mobile phones become more popular. In the cases where CLI is withheld or unavailable, the caller can be asked to identify themselves by other methods such as a PIN or password. The use of DNIS (Dialled number information services) will ensure that the correct application and language is executed by the IVR system.
Voice Activated Diallers. (VAD) Voice activated IVR systems are now used to replace the switchboard or PABX (Private Automatic Branch Exchange) operators. These are used in many hospitals and large businesses to reduce the caller waiting time. An additional function is the ability to allow external callers to page hospital staff and transfer the inbound call to the paged person.
Entertainment and information. The largest installed IVR platforms are used for applications such as voting in TV game shows such as American Idol, X Factor, Big Brother, etc., which can generate enormous call spikes. IVRs have also been widely used to take orders for mobile content, such as ringtones and logos, weather forecasts, crossword answers, and the whole spectrum of adult entertainment.
Anonymous Access. IVR systems also allow callers to obtain data relatively anonymously. Hospitals and Clinics have used IVR systems to allow callers to receive anonymous access to test results. This is information that could easily be handled by a person but the IVR system is used to preserve privacy and avoid potential embarrassment of sensitive information or test results.
Clinical Trials. IVR systems are used by large pharmaceutical companies to conduct global clinical trials and manage the large volumes of data generated. The application used by the IVR in clinical trials is generally referred to as a Voiceform application. The caller will respond to questions in their preferred language and their responses will be logged into a database and possibly recorded at the same time to confirm authencity. Applications include patient randomization and drug supply management.
DTMF signals (entered from the telephone keypad) and natural language speech recognition interpret the caller's response to voice prompts.
Other technologies include the ability to speak complex and dynamic information such as an e-mail, news report or weather information using Text-To-Speech (TTS). TTS is computer generated synthesized speech that is no longer the robotic voice generally associated with computers. Real voices create the speech in tiny fragments that are spliced together (concatenated) before being played to the caller.
An IVR can be utilized in several different ways:
1. Equipment installed on the customer premise
2. Equipment installed in the PSTN (Public Switched Telephone Network)
3. Outsourced Solution Provider (OSP).
Many business applications employ this technology including telephone banking, order placement, caller identification and routing, balance inquiry, and airline ticket booking.
A simple Voicemail system is different from an IVR in that it is person to person whereas an IVR is person to computer. IVR Voiceforms can be used to provide a more complex voicemail experience to the caller. For example, the IVR could ask if the caller wishes to hear, edit, forward or remove a message that was just recorded.
An Automatic Call Distributor (ACD) is often the first point of contact when calling many larger businesses. An ACD uses digital storage devices to play greetings or announcements, but typically routes a caller without prompting for input. An IVR can play announcements and request an input from the caller. This information can be used to route the call to a particular skillset. (A skillset is a function applied to a group of callcentre agents with a particular skill)
Interactive voice response can be used to front-end a call center operation by identifying the needs of the caller. Information can be obtained from the caller such as account numbers. Answers to simple questions such as account balances or pre-recorded information can be provided without operator intervention. Account numbers from the IVR are often compared to caller ID data for security reasons and additional IVR responses are required if the caller ID data does not match the account record.
IVR call flows are created in a variety of ways. A traditional IVR depended upon proprietary programming or scripting languages, whereas modern IVR applications are structured similar to WWW pages, using VoiceXML, SALT or T-XML languages. The ability to use XML developed applications allows a Web server to act as an application server, freeing the developer to focus on the call flow. It was widely believed that developers would no longer require specialized programming skills, however this has been proven to be misguided as IVR applications need to understand the human reaction to the application dialogue. This is the difference between a good user experience and IVR hell.
In telecommunications, an audio response unit (ARU) is a device that provides synthesized voice responses to touch-tone keypresses (DTMF) by processing calls based on (a) the call-originator input, (b) information received from a database, and (c) information in the incoming call, such as the time of day.
