First Advisor

Smith, Michael R.

College

College for Professional Studies

Degree Name

MS Computer and Information Technology

School

School of Computer & Information Science

Document Type

Thesis - Open Access

Number of Pages

95 pages

Abstract

This project provides a technical solution that integrates the Interactive Voice Response Unit (IVR) and the Outage Management System (OMS) for the Public Service Company. The IVR system is introduced because its automatic call logging functionality can process a large volume of phone calls from the customers reporting electrical service problems. This is a major improvement over the current Trouble Call Center (TCC) infrastructure that has a limited number of agents handling a relatively small number of customer calls. Because OMS can receive more calls, it then can predict the outage locations and causes more accurately, dispatch more repair crews on time, and restore outages quicker. As a result, the company benefits greatly on its customer relationship and revenue generation. The goal of this project is to provide a simpler and less costly approach to the integration of IVR and OMS than the conventional integration approach provided by the IVR vender. The proposed solution utilizes the existing interface application between TCC and OMS. An adapter will be developed to communicate between IVR and the TCC-OMS interface. The adapter consists of a set of database tables and stored procedures. Compared with the vender's full integration approach from IVR to OMS, this proposed simple solution provides significant savings on the cost and time of the interface development as well as the system maintenance and upgrade.

Date of Award

Fall 2005

Location (Creation)

Denver, Colorado

Rights Statement

All content in this Collection is owned by and subject to the exclusive control of Regis University and the authors of the materials. It is available only for research purposes and may not be used in violation of copyright laws or for unlawful purposes. The materials may not be downloaded in whole or in part without permission of the copyright holder or as otherwise authorized in the “fair use” standards of the U.S. copyright laws and regulations.

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