Multi-Lingual Mobile Banking Services' Education Using IVRS

Home , Banking in India

Summer Project Traineeship Report On Multi-lingual Mobile Banking Services’ Education using IVRS Carried Out at IDRBT Hyderabad During May 15th to July 15th 2014

Guide – Project Trainee –

Dr. V. N. Sastry Anup Kumar Gupta Professor Roll No. 11412EN011

IDRBT Hyderabad IMD Part – III, Mathematics and Computing

Department of Mathematical Sciences IIT (BHU) Varanasi

Multi-lingual Mobile Banking Services’ Education using IVRS

Acknowledgement

I would like to express my sincere gratitude to the Institute for Development and Research in Banking Technology (IDRBT) and particularly Dr. V. N. Sastry, Professor, IDRBT Hyderabad who was my guide in this project. I would not hesitate to add that this short stint in IDRBT has added a different facet to my life as this is a unique organisation being a combination of academics, research, technology, communication services, crucial applications etc. and at the same time performing roles as an arm of regulation, spread of technology, facilitator for implementing technology in banking and non-banking systems.

I am extremely grateful to Dr. V. N. Sastry for his advice, innovative suggestions and supervision. I thank him for introducing me to an excellent banking application and giving me the opportunity to approach diverse sections of people such as telecommunication vendors. I am thankful to Velleshala Sudheer, Research Associate, IDRBT Hyderabad to help me successfully complete this project.

I am thankful to IIT (BHU) Varanasi for giving me this golden opportunity to work in an esteemed research institute like IDRBT. I am thankful to IDRBT for providing such an amazing platform to work on real application oriented research. I am very thankful to VoiceGate India for assisting me in my project.

Finally, I thank one and all who made this project successful either directly or indirectly.

Anup Kumar Gupta IMD Part – III, Mathematics and Computing Department of Mathematical Sciences IIT (BHU) Varanasi

Multi-lingual Mobile Banking Services’ Education using IVRS

Certificate

This is to certify that Mr. Anup Kumar Gupta, pursuing Integrated M.Tech. in Mathematics and Computing at Department of Mathematical Sciences, IIT (BHU) Varanasi has undertaken a project as a summer project trainee at Institute for Development and Research in Banking Technology (IDRBT), Hyderabad from May 15th to July 15th , 2014.

He was assigned the project “Multi-lingual Mobile Banking Services’ Education using Interactive Voice Response System” under my guidance. During the course of the project he has undertaken a study of the mobile technologies particularly IVRS for customer education on Mobile Banking Services and its Security in regional languages of India and also has done excellent work.

I wish him all the best in all his endeavours.

Dr. V. N. Sastry (Project Guide) Professor IDRBT Hyderabad

Multi-lingual Mobile Banking Services’ Education using IVRS

Abstract

Mobile Banking is a recent but omnipresent channel of banks in the financial services domain involving multiple bodies such as banks, mobile network operators, government, telecom regulators etc. The success of mobile banking can only be realised when every mobile subscriber is able to do financial transactions through his or her mobile phone. This is mainly dependent on the people’s awareness about the mobile banking services, its benefits and importance.

This calls for effective and efficient customer education in order to build confidence and trust in this ubiquitous delivery channel. We present the use of IVRS technology to reach and educate people of India who are already bank customers and also those who are eager to know about mobile banking in their own regional language.

The project consists of design prototype of Interactive Voice Response System for customer education on mobile banking services and its security with multi-lingual support in all the regional languages of India for interactive and comprehensive learning on mobile phones.

Multi-lingual Mobile Banking Services’ Education using IVRS

CONTENTS

Acknowledgement ...... 2 Certificate ...... 3 Abstract ...... 4 1. Introduction ...... 7 1.1 Mobile Banking ...... 7 1.2 Multi-lingual Mobile Banking Services Education ...... 7 1.3 Need for Education on Mobile Banking Services and its Security ...... 7 1.4 Technologies used for Customer Education ...... 8 1.5 Awareness about Mobile Banking and its Security ...... 9 1.6 IVRS and Multiple Languages ...... 10 1.7 Technologies used in IVRS...... 11 1.8 History ...... 13 2 Interactive Voice Response System ...... 15 2.1 Call Flow ...... 15 2.2 Hardware Components in IVRS ...... 15 2.2.1 Email & Fax Server ...... 15 2.2.2 TTS ( Text to Speech ) Server ...... 16 2.2.3 ASR ( Automatic Speech Recognition ) Server ...... 16 2.2.4 CTI ( Computer Telephony Integrate ) Server ...... 16 2.2.5 SMS ( Short Message Service ) Service ...... 16 2.2.6 Admin Console ...... 16 2.2.7 Dialogic Card ...... 16 2.3 Software Components in IVRS ...... 17 2.4 IVRS Standards and Protocols ...... 18 2.4.1 IVRS Standards ...... 18 International Standardization for IVR Systems - ISO/IEC 13714 ...... 18 2.4.2 IVRS Protocols ...... 19 CAMEL (CAP) ...... 19 CAS-EL7: ...... 20 DASS2 ...... 20 DPNSS ...... 21 INAP over TDM: ...... 21 INAP over SIGTRAN: ...... 21

Multi-lingual Mobile Banking Services’ Education using IVRS

ETSI ISUP ...... 22 ITUT ISUP ...... 22 ANSI ISUP ...... 23 ISUP over SIGTRAN ...... 23 Most National ISUP variants ...... 24 Euro-ISDN ...... 24 NI2 (North American ISDN) ...... 24 National ISDN variants ...... 24 IUP (BTNUP) ...... 24 MAP ...... 24 INAP over SIGTRAN ...... 24 ISUP over SIGTRAN ...... 25 SIP...... 26 SMPP 3.4 Interface ...... 27 SMS ...... 27 TUP ...... 28 USSD ...... 28 UUI ...... 28 V5.2 ...... 29 3 Design of IVRS based Multi-lingual Mobile Banking Services’ Education ...... 30 3.1 Design of IVRS ...... 30 4 Implementation of proposed design for IVRS based Multi-lingual Mobile Banking Services’ Education ...... 34 4.1 IVRS Content and Flow ...... 34 4.2 Challenges ...... 44 4.3 Proposed changes for smarter IVRS ...... 44 5 Conclusion and Future work ...... 45 6 References ...... 46

Multi-lingual Mobile Banking Services’ Education using IVRS

1. INTRODUCTION

1.1 MOBILE BANKING

Mobile Phones have become the necessity of people and that time is gone, when people go to banks to do financial transactions. Mobile Phone Technology has put everything on the palm of people and Banks are also using this technological intervention. Banks are using various access technologies viz. IVRS, SMS, USSD, GPRS etc. to make financial transactions and other banking activities user friendly and easier.

Mobile banking is a service that enables Bank Customers make financial transactions and avail other Banking Services using their registered Mobile Phones. Mobile Banking brings Banking Services such as balance enquiry, fund transfer, bill payments, mobile top-ups etc. at the fingertip of the customer.

Mobile Banking has a huge potential in India where a major part of the population belongs to the unbanked category. The high penetration levels of mobile phones and low transaction costs involved in mobile banking are the potential growth drivers to reduce the unbanked category of population.

1.2 MULTI-LINGUAL MOBILE BANKING SERVICES EDUCATION

India has a very rich language diversity. There are 22 Regional Languages recognised by Government of India. People will be keener to learn any kind of thing in their own regional language rather than English or Hindi, so customer education on Mobile Banking Services in their regional languages has a very high potential growth driver to reduce Mobile Banking penetration in India.

1.3 NEED FOR EDUCATION ON MOBILE BANKING SERVICES AND ITS SECURITY

Mobile Banking is very user friendly financial service domain involving multiple entities viz. banks, mobile network operators, government, telecom regulator etc. The success of mobile banking is felt only when every mobile subscriber is able to do banking transaction through his or her mobile phone. This hugely is dependent on

Multi-lingual Mobile Banking Services’ Education using IVRS

awareness of the bank customers about the benefits and user friendliness of Mobile Banking Services.

The major hurdles of Mobile Banking penetration are: 1. Low awareness 2. Low comfort level of users due to poor literacy level, language barrier etc. 3. Concerns with respect to security of mobile banking transactions. 4. Lack of multi-lingual facility to educate people how to use mobile banking.

This demands an effective customer education in order to build confidence and trust in this ubiquitous delivery channel.

1.4 TECHNOLOGIES USED FOR CUSTOMER EDUCATION

There are many channels like TV, Radio, Internet, Social Media, Email, and Mobiles etc. available to educate people about any kind of service. Now a days Mobile phones have become indispensable part of our lives so it is more effective than that of other channels.

There are various mobile technologies such as IVRS, SMS, WAP, J2ME, S@T and USSD which can be used to educate the customer about a particular service.

People will always be keener to get any kind of information in voice and all kind of mobile phones supports IVRS, this gives IVRS an extra edge to educate people about Mobile Banking Services and its Security.

Customer education using IVRS is very effective as the person from any part of the country can learn in his/her own regional language. We have designed an IVR System that can support all the 22 Indian Regional Languages in addition to English language.

Mobile

Client Side Server Side

S@T J2ME IVRS EEM MM Figure 1: CommunicationME Channels for Mobile Banking

Multi-lingual Mobile Banking Services’ Education using IVRS

1.5 AWARENESS ABOUT MOBILE BANKING AND ITS SECURITY

Wireless Rural Urban Mobile Indian Telecom Subscribers Subscribers Banking Households Subscribers Penetration (191.9Million) in India in India having Bank Accounts

904.51 Million 371.78 Million 532.73 Million 20 Million 67.165 Million Approx.

Table 1: Number of Mobile Subscribers and Number of Indian Households having Bank Accounts

India's 904.51 million wireless telecom subscribers are emerging as knights in armour in the financial inclusion challenge—they hold the promise of providing banking access to the large swathe of India's unbanked population. Yet, today, less than 20 million people in India are using mobile banking services offered by some 50-odd banks, even though the National Payments Consortium of India (NPCI) has rolled out a gateway for immediate payment services (IMPS). However, despite proven transaction cost savings on Mobile Banking Services, adoption remains rather poor. NPCI data on IMPS trends for 2012 show that during January-December 2012, while over 45 million MMIDs had been issued by 52 banks, only 9,38,713 transactions aggregating to over Rs 229 crore took place, reflecting just over 2% of users actually transacting on the mobile phones. From the Table 1 we can conclude that Mobile Banking is failing to meet its potential in India and we can list some factors for low penetration of Mobile Banking given below: 1. Low awareness 2. Low comfort level of users due to poor literacy level, language barrier etc. 3. Concerns with respect to security of mobile banking transactions. 4. Lack of multi-lingual facility to educate people how to use mobile banking.

To meet potential penetration level of Mobile Banking we have designed an IVRS based information channel to educate people about Mobile Banking Services and its Security in all the 22 regional languages of India.

Multi-lingual Mobile Banking Services’ Education using IVRS

1.6 IVRS AND MULTIPLE LANGUAGES

5.91 5.01 6.99 4.48 3.69 3.21 7.19 3.21 2.83 8.11 1.28 1.18

0.93 0.63 0.54 0.28 41.03 0.26 0.25 0.24 0.092 0.22 Hindi Bengali Telugu Marathi Tamil Urdu Gujarati Kannada Malayalam Oriya Punjabi Assamese Maithili Bhili Santhali Kashmiri Nepali Gondi Sindhi Konkani Dongari Sanskrit

Table 2: Percentage of Population in India speaking various Regional Languages

As we know India is rich in language diversity so IVRS should support the regional languages of India. In India 20.68 % of population speaks English and 41.03 % of population speaks Hindi so what about others if we design an IVRS for education on Mobile Banking Services and its Security. If we take statistics of Percentage of population speaking various languages from the above table into the account, more than half of the country become deprived of the designed IVRS service so it is wise to design in all the regional languages. IVRS supporting regional languages of India will reach the whole population of India be it rural or urban, be it middle class, lower middle class or above middle class. It will help reduce the unbanked category of population of India and increase the penetration of mobile banking in India.

Multi-lingual Mobile Banking Services’ Education using IVRS

1.7 TECHNOLOGIES USED IN IVRS

DTMF decoding and speech recognition are used to interpret the caller's response to voice prompts. DTMF tones are entered via the telephone keypad. Two main varieties of speech recognition are used in IVR: that based upon predefined grammars (used in "directed" dialogues), and that based on statistically trained language models (used in "natural language" dialogues). Directed dialogues prompt the caller with specific questions or options. Natural language dialogues employ open questions (e.g. "How can I help you?"), are more conversational, and can interpret free-form responses. Other technologies include using text-to-speech (TTS) to speak complex and dynamic information, such as e-mails, news reports or weather information. TTS is computer generated synthesized speech that is no longer the robotic voice traditionally associated with computers. Real voices create the speech in fragments that are spliced together (concatenated) and smoothed before being played to the caller. An IVR can be deployed in several ways:

 Equipment installed on the customer premises  Equipment installed in the PSTN (public switched telephone network)  Application service provider (ASP) / hosted IVR IVR can be used to provide a more sophisticated voice mail experience to the caller. For example, the IVR could ask if the caller wishes to hear, edit, forward or remove a message. 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 profile the caller and route the call to an agent with a particular skill set. (A skill set is a function applied to a group of call-center 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 an account number. 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 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

Multi-lingual Mobile Banking Services’ Education using IVRS

are generated in a similar way to Web pages, using standards such as VoiceXML, CCXML, SRGS and SSML. The ability to use XML-driven applications allows a web server to act as the application server, freeing the IVR 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 dialog. Higher level IVR development tools are available to further simplify the application development process. A call flow diagram can be drawn with a GUI tool and the presentation layer (typically VoiceXML) can be automatically generated. In addition, these tools normally provide extension mechanisms for software integration, such as an HTTP interface to a web site and a Java interface for connecting to a database. In telecommunications, an audio response unit (ARU) is a device that provides synthesized voice responses to DTMF key presses 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. ARUs increase the number of information calls handled and provide consistent quality in information retrieval.

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. Application service provider (ASP). 4. Virtual Hosted IVR

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 Voice forms 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 call center 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.

Multi-lingual Mobile Banking Services’ Education using IVRS

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. Higher level IVR Development tools are available in recent years to further simplify the application development process. A call flow diagram can be drawn with a GUI tool and the application code (VoiceXML or SALT) can be automatically generated. In addition, these tools normally provide extension mechanisms for software integration. HTTP interface to web site and Java interface for connecting to a database.

1.8 HISTORY

Research in speech technology predated the advent of digital computers. It began with a speech synthesis project at Bell Labs in 1936 that resulted in a device called "the Voder" which was demonstrated at the 1939 World's Fair. A link between speech and mathematics resulted in a breakthrough in the early 1970s. Leonard E. Baum, and Lloyd R. Welch, invented an approach to recognition based on a statistical concept called the Hidden Markov Model. In 1961, Bell System developed a new tone dialling methodology. Bell unveiled the first telephone that could dial area codes using DTMF technology at the Seattle World Fair in 1962. DTMF telephones enabled the use of in-band signalling, i.e., they transmit audible tones in the same 300 Hz to 3.4 kHz range occupied by the human voice. The blueprint for IVR was born. Despite the increase in deployment of IVR technology in the 1970s to automate tasks in call centers, the technology was still complex and expensive. Early voice response systems were DSP technology based, and were limited to small vocabularies. However, in the early 1980s a first mainstream market competitor emerged when Leon Ferber (Perception Technology) realized that hard drive technology (read/write random-access to digitized voice data) had finally reached a cost effective price point. A system could store digitized speech on disk, play the appropriate spoken message, and process the human's DTMF response. As call centers began to migrate to multimedia in the late 1990s, companies started to invest in computer telephony integration (CTI) with IVR systems. IVR became vital for call centers deploying universal queuing and routing solutions and acted as an agent which collected customer data to enable intelligent routing decisions. With improvements in technology, systems could use speaker-independent voice recognition of a limited vocabulary instead of requiring the person to use DTMF signalling.

Multi-lingual Mobile Banking Services’ Education using IVRS

In the subsequent decade, voice response started to become more common and cheaper to deploy. This was due to increased CPU power and the migration of speech applications from proprietary code to the VXML standard.

Multi-lingual Mobile Banking Services’ Education using IVRS

2 INTERACTIVE VOICE RESPONSE SYSTEM

2.1 CALL FLOW

2 Call the IVRS

1 Give Response 4 3

6 User 5

Press key for Options Execute Options

Exit/Break the Call

2.2 HARDWARE COMPONENTS IN IVRS

2.2.1 Email & Fax Server

Fax • Incoming fax server • Bulk fax to customer • Fax store and forward

Email • Store incoming e-mail • Used to send outgoing e-mail

Multi-lingual Mobile Banking Services’ Education using IVRS

2.2.2 TTS ( Text to Speech ) Server

• Voice message report • Connect database to retrieve data • Read fax and e-mail • Sales force automation

2.2.3 ASR ( Automatic Speech Recognition ) Server

• Voice Recognition • Voice Control

2.2.4 CTI ( Computer Telephony Integrate ) Server

• Connect computer and telephone • Send user input to computer • Recognize customer • Screen pop-up for agents • Operator message

2.2.5 SMS ( Short Message Service ) Service

• Connect to Mobile Network • Used to send outgoing short • Receive incoming short message

2.2.6 Admin Console

• System monitoring • Alarm Panel • Prompts update • Fax content, mail content update

2.2.7 Dialogic Card

• Key component • Interface between telephone and the IVR system

Multi-lingual Mobile Banking Services’ Education using IVRS

• Different model support different modules and provide different resources: * Conferencing Boards * Fax Boards * Voice Boards * Speech Boards * Combined Boards

2.3 SOFTWARE COMPONENTS IN IVRS

Development Tool -CTADE Computer Telephone Application Development Environment (CTADE) is an application development environment for Intel Dialogic Card solutions. CTADE contain a layer called Topaz make your application supported globally. CTADE has built-in support of 14 languages.

CTADE can be divided into two parts:

Call Suite • API for C++, Delphi, Visual Basic • Not suitable for high loading system • Maximum: 2 T-1, 48 trunks

Graphical VOS • Support high loading application • User can build IVRS using flow chart to VOS script

Multi-lingual Mobile Banking Services’ Education using IVRS

2.4 IVRS STANDARDS AND PROTOCOLS

2.4.1 IVRS Standards

INTERNATIONAL STANDARDIZATION FOR IVR SYSTEMS - ISO/IEC 13714

ISO/IEC 13714 is the international standard for interactive voice response systems. Some of the key areas are:

Use of the # Key The # key should be used to delimit data input, to stop recording and proceed to the next step, to skip to the next step or as a decimal point. The preferred name for # is 'hash'.

Use of the * Key The basic use of the * key should be to stop the current action and take the caller back one or more steps. With data entry, it should be to clear entry. [On the IVM Use the "Repeat OGM" Active Command]. The preferred name for * is 'star'.

Use of the 0 Key Where possible the 0 key should be used to provide help or transfer the caller to an operator. The preferred name for 0 is 'zero'.

Use of the 9 Key Where possible the 9 key should be used to hang-up the call.

Alpha-to-Numeric Conversions To ensure that both North American and European Keypad Layouts work, the following mapping must be used.

1. QZ 2. ABC 3. DEF 4. GHI 5. JKL 6. MNO 7. PQRS 8. TUZ

Multi-lingual Mobile Banking Services’ Education using IVRS

9. WXYZ

Alphabetical strings that contain Q must accept 1 and 7. Alphabetical strings that contain Z must accept 1 and 9.

Yes/No Response Yes = 1, No = 2.

Menus Menus should be:

 corresponding to numbers on the telephone keypad not letters;  Phrased in the order of 'function' followed by 'action' (e.g. "To..., press...");  in ascending numerical order and avoid gaps in numbering;  listed with the most commonly used function first; and,  Limited to 4 commands (excluding help, repeat, back or end call commands).

Words and Expressions # - 'Hash' * - 'Star' 0 - 'Zero'

For ending a call use 'end the call' not 'disconnect' or 'terminate'. For data entry use 'enter' not 'dial', 'key-in' or 'type'. For inputting menu options use 'press' not 'dial', 'key', 'push' or 'touch'.

Timeouts The Timeout time (Wait Time) should be between 3 and 10 seconds depending on the menu complexity.

2.4.2 IVRS Protocols IVR supports a wide range of telecom protocols and uses vXML (voice XML) & cc-XML (call control XML). The various telecom protocols are explained below:

CAMEL (CAP) The CAMEL Application Part (CAP) is a signalling protocol used in the Intelligent Network (IN) architecture. CAP is a Remote Operations Service Element (ROSE) user protocol, and as such is layered on top of the Transaction Capabilities Application Part (TCAP) of the SS#7 protocol suite. CAP is based on a subset of the ETSI Core and allows for the implementation of carrier-grade, value added services such as unified

Multi-lingual Mobile Banking Services’ Education using IVRS messaging, prepaid, fraud control and Freephone in both the GSM voice and GPRS data networks. CAMEL is a way of adding intelligent applications to mobile (rather than fixed) networks. It builds upon established practices in the fixed line telephony business that are generally classed under the heading of (Intelligent Network Application Part) or INAP CS-2 protocol. The CAMEL Application Part (CAP) portable software provides mechanisms to support operator services beyond the standard GSM services for subscribers roaming within or outside the Home PLMN (HPLMN). The CAP product extends the IN framework to GSM/3G networks for implementing IN-based services within GSM/3G networks. CAMEL is used when the subscriber is roaming between networks, allowing the home network to monitor and control calls made by the subscriber. CAMEL provides services such as prepaid roaming services, fraud control, special numbers (e.g., 123 for voicemail that works everywhere) and closed user groups (e.g., office extension numbers that work everywhere). As with CAMEL, CAP has been defined in 4 phases, each of which has an accompanying specification that builds upon the previous phase. Each CAP phase provides the message set and procedures needed to support the corresponding CAMEL phase requirements, as defined in 3GPP TS 22.078 (service aspects) and 3GPP TS 23.078 (technical realization). CAMEL can be used in combination with TDM or SIGTRAN.

CAS-EL7: The E1 CAS EL7 interface is a digital 2.048Mb 32-channel interface that can provide up to 30 CAS (Channel Associated Signalling) voice mail ports per E1 link. DTMF signalling and voice communications are performed over the established E1 link. The MD110 Voice Mail interface is an Ethernet network connection that uses the TCP/IP protocol to communicate. Calling and called party information is sent via TCP/IP over the network connection at the same time that a call is sent to a CAS channel. The data is matched with the ringing channel and answers with the appropriate dialog. Message Waiting Indicator (MWI) operation is also performed via TCP/IP over the network connection. DASS2 Digital Access Signalling System 2 (DASS2) is an obsolescent protocol defined by British Telecom for digital links to PSTN based on ISDN. Although still available on request, it has been superseded by ETS 300 ("EuroISDN"). DASS2 is an improved version over DASS1, based on experiences with DPNSS. In the UK, the ISDN concept was first introduced to customers by BT with their DASS2 connections. It was introduced before the Q.931 standard was finalized by the

Multi-lingual Mobile Banking Services’ Education using IVRS

International Community. British Telecom used the term ISDN when describing their DASS2 lines. DASS2 lines are provided to the customer on a 2Mb/s link and can handle 30 simultaneous calls (64Kb/s each). DASS2 is still offered by BT and other UK carriers. Q.931 is the name of the CCITT document that describes the agreed signalling format for International ISDN. Customers will normally choose the desired signalling system, as this will be dictated by their CPE equipment, usually a PABX. (CPE- Customer Premises equipment). DPNSS The Digital Private Network Signalling System (DPNSS) is a network protocol used on digital trunk lines for connecting two PABX. It supports a defined set of inter- networking facilities. DPNSS was originally defined by British Telecom. DPNSS was developed in the early 1980s by BT in recognition that the emerging Digital Private Circuit Primary Rate product 'Megastream' had to address the market for both data and Voice. At the time 'CAS' inter node signalling was slow and inter-register signalling MF5, developed for the PSTN was complex and would not support sufficient features.

INAP OVER TDM: The Intelligent Network Application Part (INAP) is a signalling protocol used in the intelligent network architecture. It is part of the SS7 protocol suite, typically layered on top of TCAP. The ITU defines several "capability levels" for this protocol, starting with Capability Set 1 (CS-1). A typical application for the IN is a Number Translation service. The Telephone exchange uses TCAP, SCCP and INAP and in IN terms is a Service Switching Point. It sends an INAP Initial Detection Point (IDP) message to the Service Control Point. The SCP returns an INAP Connect message, which contains a geographic number to forward the call to. INAP messages are defined using ASN.1 encoding. SCCP is used for the routing. Extended form of INAP is Customized Applications for Mobile Enhanced Logic. TCAP is used to separate the transactions into discrete units. Time-Division Multiplexing (TDM) is a type of digital multiplexing in which two or more signals or bit streams are transferred apparently simultaneously as sub-channels in one communication channel, but are physically taking turns on the channel. The time domain is divided into several recurrent timeslots of fixed length, one for each sub- channel.

INAP OVER SIGTRAN: The Intelligent Network Application Part (INAP) is a signalling protocol used in the intelligent network architecture. It is part of the SS7 protocol suite, typically layered on top of TCAP. The ITU defines several "capability levels" for this protocol, starting with Capability Set 1 (CS-1). A typical application for the IN is a Number Translation service.

Multi-lingual Mobile Banking Services’ Education using IVRS

The Telephone exchange uses TCAP, SCCP and INAP and in IN terms is a Service Switching Point. It sends an INAP Initial Detection Point (IDP) message to the Service Control Point. The SCP returns an INAP Connect message, which contains a geographic number to forward the call to. INAP messages are defined using ASN.1 encoding. SCCP is used for the routing. Extended form of INAP is Customized Applications for Mobile Enhanced Logic. TCAP is used to separate the transactions into discrete units. SIGTRAN is the name given to an Internet Engineering Task Force (IETF) working group that produced specifications for a family of protocols that provide reliable datagram service and user layer adaptations for SS7 and ISDN communications protocols. SIGTRAN is logically an extension of the SS7 protocol family. It supports the same application and call management paradigms as SS7 but uses an IP transport called Stream Control Transmission Protocol (SCTP) as its underlying transport vehicle. Indeed, the most significant protocol defined by the SIGTRAN group was SCTP, which is used to carry PSTN signalling over IP. For more information on SIGTRAN, refer to RFC 2719: Architectural Framework for Signalling Transport. RFC 2719 also defines the concept of a Signalling Gateway (SG), which converts CCS messages from SS7 to SIGTRAN. Implemented in a variety of network elements including soft switches, the SG function can provide significant value to existing common channel signalling networks, leveraging investments associated with SS7 and delivering the cost/performance values associated with IP transport.

ETSI ISUP The ISDN User Part or ISUP is part of the Signalling System #7 which is used to set up telephone calls in Public Switched Telephone Networks. It is specified by the ITU-T as part of the Q.76x series. When a telephone call is set up from one subscriber to another, many telephone exchanges will be involved, possibly across international boundaries. To allow a call to be set up correctly, where ISUP is supported, a switch will signal call-related information like called or calling party number to the next switch in the network using ISUP messages. The telephone exchanges are connected via E1 or T1 trunks which transport the speech from the calls. These trunks are divided into 64 Kbit/s timeslots, and one timeslot can carry exactly one call. Each timeslot between two switches is uniquely identified by a Circuit Identification Code (CIC) that is included in the ISUP messages. The exchange uses this information along with the received signalling information (especially the Called Party Number) to determine which inbound CICs and outbound CICs should be connected together to provide an end to end speech path.

ITUT ISUP Different ISUP variants exist. The main specification task is performed by the ITU-T. In Europe ETSI releases its own ISUP specification which is very close to the ITU-T ISUP. The ITU-T and ETSI ISUP are used for international connections and they are the base for national ISUP variants. Most of the countries have their own ISUP variant to cover national specific requirements. ITU-T specification versions:

Multi-lingual Mobile Banking Services’ Education using IVRS

 1984 - ISUP Red Book  1988 - ISUP Blue Book  1991 - ISUP Q.767  1992 - ISUP'92 White Book (segmentation, compatibility, new supplementary services)  1997 - ISUP'97 (new procedures, IN CS1, new supplementary services)

ANSI ISUP ISUP for the American markets. The American National Standards Institute or ANSI is a private non-profit organization that oversees the development of voluntary consensus standards for products, services, processes, systems, and personnel in the United States. The organization also coordinates U.S. standards with international standards so that American products can be used worldwide.

ISUP OVER SIGTRAN The ISDN User Part or ISUP is part of the Signalling System #7 which is used to set up telephone calls in Public Switched Telephone Networks. It is specified by the ITU-T as part of the Q.76x series. When a telephone call is set up from one subscriber to another, many telephone exchanges will be involved, possibly across international boundaries. To allow a call to be set up correctly, where ISUP is supported, a switch will signal call-related information like called or calling party number to the next switch in the network using ISUP messages. Each timeslot between two switches is uniquely identified by a Circuit Identification Code (CIC) that is included in the ISUP messages. The exchange uses this information along with the received signalling information (especially the Called Party Number) to determine which inbound CICs and outbound CICs should be connected together to provide an end to end speech path. In addition to call related information, ISUP is also used to exchange status information for, and permit management of, the available timeslots. In the case of no outbound CIC being available on a particular exchange, a release message is sent back to the preceding switches in the chain so a new route can be tried. SIGTRAN is the name given to an Internet Engineering Task Force (IETF) working group that produced specifications for a family of protocols that provide reliable datagram service and user layer adaptations for SS7 and ISDN communications protocols. SIGTRAN is logically an extension of the SS7 protocol family. It supports the same application and call management paradigms as SS7 but uses an IP transport called Stream Control Transmission Protocol (SCTP) as its underlying transport vehicle. Indeed, the most significant protocol defined by the SIGTRAN group was SCTP, which is used to carry PSTN signalling over IP. For more information on SIGTRAN, refer to RFC 2719: Architectural Framework for Signalling Transport. RFC 2719 also defines the concept of a Signalling Gateway (SG), which converts CCS messages from SS7 to SIGTRAN. Implemented in a variety of network elements including soft switches, the SG function can provide significant value to existing common channel signalling networks, leveraging investments

Multi-lingual Mobile Banking Services’ Education using IVRS associated with SS7 and delivering the cost/performance values associated with IP transport.

MOST NATIONAL ISUP VARIANTS ISUP adapted for use in different countries.

EURO-ISDN Digital Subscriber Signalling System No. 1 (DSS1), also known as Euro-ISDN or E-DSS1 (European DSS1), is a digital signalling protocol (D channel protocol) used for ISDN. The interface is also called NET3 for BRI and NET5 for PRI lines. It is defined by ITU-T I.411 (ETS 300 102). It supports Bearer Capability, Low Level Compatibility and High Level Compatibility, ANI, DNIS and redirected number signalling in both directions. DSS1 is a pan-European standard developed by ETSI. DSS1 has been one of the keys to the success of the ISDN within European countries (as compared to, for example, the U.S.).

NI2 (NORTH AMERICAN ISDN) National ISDN is a series of North American industry agreements which define uniform, vendor independent implementations of ISDN user-to-network interfaces. National ISDN-1 (NI-1) defined the first phase toward a uniform ISDN format. National ISDN-2 (NI-2) is the second phase of National ISDN implementation which adds to the capabilities of NI-1, and defines a uniform implementation of Primary Rate Access (PRA).

NATIONAL ISDN VARIANTS ISDN adapted for use in different countries.

IUP (BTNUP) Interconnect User Part (IUP) is a national specific SS7 protocol for interconnect between public networks in the UK. This protocol was formerly known as BTNUP. It is specified in document PNO-ISC/SPEC/006. MAP The Mobile Application Part (MAP) is a SS7 protocol which provides an application layer for the various nodes in GSM and UMTS mobile core networks and GPRS core networks to communicate with each other in order to provide services to mobile phone users. The Mobile Application Part is the application-layer protocol used to access the Home Location Register, Visitor Location Register, Mobile Switching Center, Equipment Identity Register, Authentication Centre, Short message service center and Serving GPRS Support Node.

INAP OVER SIGTRAN The Intelligent Network Application Part (INAP) is a signalling protocol used in the intelligent network architecture. It is part of the SS7 protocol suite, typically layered on top of TCAP. The ITU defines several "capability levels" for this protocol, starting

Multi-lingual Mobile Banking Services’ Education using IVRS with Capability Set 1 (CS-1). A typical application for the IN is a Number Translation service. The Telephone exchange uses TCAP, SCCP and INAP and in IN terms is a Service Switching Point. It sends an INAP Initial Detection Point (IDP) message to the Service Control Point. The SCP returns an INAP Connect message, which contains a geographic number to forward the call to. INAP messages are defined using ASN.1 encoding. SCCP is used for the routing. Extended form of INAP is Customized Applications for Mobile Enhanced Logic. TCAP is used to separate the transactions into discrete units. SIGTRAN is the name given to an Internet Engineering Task Force (IETF) working group that produced specifications for a family of protocols that provide reliable datagram service and user layer adaptations for SS7 and ISDN communications protocols. SIGTRAN is logically an extension of the SS7 protocol family. It supports the same application and call management paradigms as SS7 but uses an IP transport called Stream Control Transmission Protocol (SCTP) as its underlying transport vehicle. Indeed, the most significant protocol defined by the SIGTRAN group was SCTP, which is used to carry PSTN signalling over IP. For more information on SIGTRAN, refer to RFC 2719: Architectural Framework for Signalling Transport. RFC 2719 also defines the concept of a Signalling Gateway (SG), which converts CCS messages from SS7 to SIGTRAN. Implemented in a variety of network elements including soft switches, the SG function can provide significant value to existing common channel signalling networks, leveraging investments associated with SS7 and delivering the cost/performance values associated with IP transport.

Multi-lingual Mobile Banking Services’ Education using IVRS

SIGTRAN is logically an extension of the SS7 protocol family. It supports the same application and call management paradigms as SS7 but uses an IP transport called Stream Control Transmission Protocol (SCTP) as its underlying transport vehicle. Indeed, the most significant protocol defined by the SIGTRAN group was SCTP, which is used to carry PSTN signalling over IP. For more information on SIGTRAN, refer to RFC 2719: Architectural Framework for Signalling Transport. RFC 2719 also defines the concept of a Signalling Gateway (SG), which converts CCS messages from SS7 to SIGTRAN. Implemented in a variety of network elements including soft switches, the SG function can provide significant value to existing common channel signalling networks, leveraging investments associated with SS7 and delivering the cost/performance values associated with IP transport. SIP The Session Initiation Protocol (SIP) is an IETF-defined signalling protocol, widely used for controlling multimedia communication sessions such as voice and video calls over Internet Protocol (IP). The protocol can be used for creating, modifying and terminating two-party (unicast) or multiparty (multicast) sessions consisting of one or several media streams. The modification can involve changing addresses or ports, inviting more participants, and adding or deleting media streams. Other feasible application examples include video conferencing, streaming multimedia distribution, instant messaging, presence information, file transfer and online games. SIP was originally designed by Henning Schulzrinne and Mark Handley starting in 1996. The latest version of the specification is RFC 3261 from the IETF Network Working Group. In November 2000, SIP was accepted as a 3GPP signalling protocol and permanent element of the IP Multimedia Subsystem (IMS) architecture for IP-based streaming multimedia services in cellular systems. The SIP protocol is an Application Layer protocol designed to be independent of the underlying transport layer; it can run on Transmission Control Protocol (TCP), User Datagram Protocol (UDP), or Stream Control Transmission Protocol (SCTP). It is a text- based protocol, incorporating many elements of the Hypertext Transfer Protocol (HTTP) and the Simple Mail Transfer Protocol (SMTP). A SIP (Session Initiation Protocol) connection is a service offered by many ITSP (Internet Telephony Service Providers) that connects a company's PBX to the existing telephone system infrastructure (PSTN) via Internet using the SIP VoIP standard. Using a SIP connection may simplify administration for the organization as the SIP connection typically will use the same Internet connection that is used for normal data. This removes the need to also have a BRI/PRI installed as well, although sharing the same bearer circuit for calls and data raises its own challenges in maintaining call quality.

Multi-lingual Mobile Banking Services’ Education using IVRS

If the call traffic runs on the same connection with other traffic like Email or Web, voice and even signalling packets may be dropped and the voice stream can get interrupted. To avoid this, many companies split voice and data up into two separate internet connections to solve this problem, so that the resource conflict on the Internet access side is avoided. Other devices perform traffic shaping in order to avoid this resource conflict, but they still depend on the merit of the service provider not to drop packets from the Internet to the PBX.

SMPP 3.4 INTERFACE The short message peer-to-peer protocol (SMPP) is a telecommunications industry protocol for exchanging SMS messages between SMS peer entities such as short message service centers. It is often used to allow third parties (e.g. value-added service providers like news organizations) to submit messages, often in bulk. The protocol is based on pairs of request/response PDUs (protocol data units, or packets) exchanged over OSI layer 4 (TCP session or X.25 SVC3) connections. PDUs are binary encoded for efficiency. The most commonly used versions of SMPP are v3.3, the most widely supported standard, and v3.4, which adds transceiver support (single connections that can send and receive messages). Data exchange may be synchronous, where each peer must wait for a response for each PDU being sent, and asynchronous, where multiple requests can be issued in one go and acknowledged in a skew order by the other peer. SMS The Comsys SMS solution is a high performance solution based on SMMP which provides the enabling technology for communications system developers to create a variety of SMS applications to integrate SMS transmission with TDM and/or IP networks. The interface is open and you can connect it to your existing SMS-C Short Message Service (SMS) is the text communication service component of phone, web or mobile communication systems, using standardized communications protocols that allow the exchange of short text messages between fixed line or mobile phone devices. SMS text messaging is the most widely used data application in the world, with 2.4 billion active users, or 74% of all mobile phone subscribers.[citation needed] The term SMS is used as a synonym for all types of short text messaging as well as the user activity itself in many parts of the world. SMS as used on modern handsets was originated from radio telegraphy in radio memo pagers using standardized phone protocols and later defined as part of the Global System for Mobile Communications (GSM) series of standards in 1985 as a means of sending messages of up to 160 characters, to and from GSM mobile handsets. Since then, support for the service has expanded to include other mobile technologies such as ANSI CDMA networks and Digital AMPS, as well as satellite and landline networks. Most SMS messages are mobile-to-mobile text messages though the standard supports other types of broadcast messaging as well.

Multi-lingual Mobile Banking Services’ Education using IVRS

TUP Telephone User Part (TUP) provides conventional PSTN telephony services across the SS7 network. TUP was the first layer 4 protocol defined by the standards bodies and as such did not provision for ISDN services. It has now largely been replaced by ISUP. TUP is defined in ITU-T Recommendations Q.721-725. These define the international telephone call control signalling functions for use over SS7. USSD Unstructured Supplementary Service Data (USSD) is a protocol used by GSM cellular telephones to communicate with the service provider's computers. USSD can be used for WAP browsing, prepaid call back service, location-based content services, menu- based information services, and as part of configuring the phone on the network. USSD messages are up to 182 alphanumeric characters in length. Unlike Short Message Service (SMS) messages, USSD messages create a real-time connection during a USSD session. The connection remains open, allowing a two-way exchange of a sequence of data. This makes USSD more responsive than services that use SMS. The user composes some message—usually rather cryptic—on the phone keyboard. The phone sends it to the phone company network, where it is received by a computer dedicated to USSD. The answer from this computer is sent back to the phone. The answer could be seen on the phone screen, but it is usually with a very basic presentation. The messages sent over USSD are not defined by any standardization body, so each network operator can implement whatever it finds suitable for its customers. USSD can be used to provide independent calling services such as a call back service (e.g. cheaper phone charges while roaming) or interactive data service (e.g. stock quotes, sports results). USSD is commonly used by pre-paid GSM cellular phones to query the available balance. The vendor's "check balance" application hides the details of the USSD protocol from the user. UUI What is User-to-User Information (UUI)? User-to User-Information is exchanging data by means of the telephony layers, when transferring calls. This can be used for incoming or outgoing calls. Speech Frame supports sending, receiving and forwarding UUI (User to User Information) between called and calling parties. The purpose of the User to User Information support is to pass information not pertaining to the call from one user to another. The purpose and use of that data is left to the user's application. It is used frequently in Call Center solutions The information is transferred transparently through the network and does not have any effect on the call. Speech Frame supports UUI for multiple protocols.

Multi-lingual Mobile Banking Services’ Education using IVRS

V5.2 V5 is a family of telephone network protocols defined by ETSI which allow communications between the telephone exchange, also known in the specifications as the local exchange (LE), and the local loop. With potentially thousands of subscribers connected to the LE there is the problem of physically managing thousands of wires out to the local subscribers (and the costs associated with that). The protocols are based on the principle of common channel signalling where message-based signalling for all subscribers uses the same signalling channel(s) rather than separate channels existing for different subscribers. V5 comes in two forms:

 V5.1 (ETS 300 324-1) in which there is a 1 to 1 correspondence between subscriber lines and bearer channels in the aggregate link to the exchange. A V5.1 interface relates to a single aggregate E1 (2 Mbit/s) link between a multiplexer and an exchange.  V5.2 (ETS 300 347-1) which provides for concentration where there are not enough bearer channels in the aggregate link(s) to accommodate all subscribers at the same time. A single V5.2 interface can control up to 16 E1 links at once and can include protection of the signalling channels.

Multi-lingual Mobile Banking Services’ Education using IVRS

3 DESIGN OF IVRS BASED MULTI-LINGUAL MOBILE BANKING SERVICES’ EDUCATION

There are 22 languages in addition to English with Official Status in various states and UTs across the nation. Based on the percentage of speaking population, all 22 regional languages are arranged in a decreasing order of percentage, keeping English as a first choice.

3.1 DESIGN OF IVRS The design of IVRS based service can be understood in following points:

 Zero Level – Prompt with a welcome message in English  First Level – Prompt with options to choose language.  Second Level – After selecting languages one will be directed to various prompts to know about Mobile Banking Services, Basic Requirement of Mobile Phones, Mobile Communication channels, How to register for Mobile Banking, How to download Mobile Banking App and Security and Complaints.  Third and Subsequent Levels – In third and subsequent levels, one can get all the information pertaining to Mobile Banking Services.  There are 6 levels for English language in the designed IVRS, the levels are dependent on the order of languages.  A proper numbering of levels and prompts are done to facilitate understand the IVRS call flow.

Figure 2: Proposed Model of the IVRS

Multi-lingual Mobile Banking Services’ Education using IVRS

Figure 3: Design and Flow of IVRS Content

Multi-lingual Mobile Banking Services’ Education using IVRS

Figure 3: Design and Flow of IVRS Content-Part 1- Language Selection Part

Multi-lingual Mobile Banking Services’ Education using IVRS

Figure 3: Design and Flow of IVRS Content- Part 2- Information about Mobile Banking Services and its Security

Multi-lingual Mobile Banking Services’ Education using IVRS

4 IMPLEMENTATION OF PROPOSED DESIGN FOR IVRS BASED MULTI- LINGUAL MOBILE BANKING SERVICES’ EDUCATION

We implemented the proposed design of IVRS based service in regional languages of India. In this section we will know the content and flow of the designed IVRS, challenges in implementation of this IVRS and proposed changes to make IVRS smarter.

Figure 5: IVR System

4.1 IVRS CONTENT AND FLOW

(P0). Namaskar. Welcome to the Mobile Banking Security Lab of IDRBT to learn briefly about Mobile Banking and its Security. At any time during the call to listen again press #; to go to the previous menu press *; to go to the main menu press 0; to exit the call press 9. (P00). To continue in English press 1; for Hindi press 2; for Bengali press 3; for Telugu press 4; For Marathi press 5; For Tamil press 6; For Urdu press 7; For Other Indian Languages press eight. (P8). For Gujarati press 1; For Kannada press 2; For Malayalam press 3; For Oriya press 4; For Punjabi press 5; For Assamese press 6; For Maithili press 7; For Other Indian Languages press 8; To Exit the call at any time press 9.

Multi-lingual Mobile Banking Services’ Education using IVRS

(P88). For Santhali press 1; For Kashmiri press 2; For Nepali press 3; For Sindhi press 4; For Konkani press 5; For Dogri press 6; For Bodo press 7; For Other Indian Languages press 8; To Exit the call at any time press 9. (P888). For Manipuri press 1; For Sanskrit press 2; to exit the call at any time press 9. #. We are yet to receive your selection, please enter it again. #. You have selected invalid digit; please enter a valid digit. #. Sorry we are facing some problem please end the call and try again. #. You have exceeded number of attempts; thank you for using this system. #. To listen again press #; to go to the previous menu press *; to go to the main menu press 0; to exit the call at any time press 9. (P1). To know about Mobile Banking Services press 1; For basic requirements of Mobile Phone press 2; For different Channels of Mobile Communication press 3; For Mobile Banking Registration Process press 4; For Mobile Banking Application Download press 5; For Security, Complaints and other details press 6. At any stage to listen again press hash (#); to go to the previous menu press star (*); to go to the main menu press zero (0); to exit the call at any time press 9. (P11). Mobile Banking Services are of information and transaction based. To know about how to get Account balance press 1; for Mini Statement of transactions press 2; for Funds Transfer press 3; for Mobile Top-up press 4; for Bill Payments press 5; for NFC payments press 6; for Other Payments press 7. (P111). To know the balance amount available in your Bank Account, use any of the following options: Option – 1: Select Balance Enquiry option of your mobile banking application and click, Enter m-pin and you will get the message showing account balance, in your mobile screen. Option – 2: You may send an SMS with a keyword like BAL to a short code or long code provided by the Bank using your registered mobile phone. Some Banks also require m-pin along with the keyword. Option – 3: Using your registered mobile phone call to the IVRS System that is Interactive Voice Response System of your Bank or to the call Centre of your bank and once authenticated, you would get the response to your query. It is advisable to keep the Banks IVRS Number and Call Centre Number stored in your mobile phone and also noted in the Diary. (P112). Option – 1: Select Mini Statement Option in your mobile banking application, Enter m-pin. You would get the message of last few transactions. Option – 2: Send an SMS with a keyword such as MINI given by the Bank to your Bank’s Number which may be a short code or long code. Some banks require m-pin also to be entered. You will receive an SMS in reply, from the Bank.

Multi-lingual Mobile Banking Services’ Education using IVRS

(P113). Using Mobile banking you can transfer funds to another account of yours in the same or different Bank. You may also remit money to another person having account in the same or another Bank. This can be done using IMPS, NEFT and AEPS. Some banks ask you to register the payee for either one time or periodic payments. To Register Payee press 1; for IMPS based fund transfer press 2; for NEFT based transfer press 3; for AEPS based transfer press 4. (P1131). The Payee or Beneficiary to whom the amount is to be remitted may have Bank Account in the same bank as yours or in another Bank. In the mobile banking application click register payee option. Enter Payee’s Account Number, Give a nickname for easy identification of the beneficiary by you. Specify a maximum limit of the amount that you may pay to the beneficiary at any time, if asked and then click register. Payee can also be registered by you giving his/her (i) mobile phone number and MMID or (ii) AADHAR number along with BIN or MMID. Registering the beneficiary helps to avoid mistakes and re-entry. It is advised to delete the unused registered names periodically. Confirmation of registration of beneficiary is sent by the Bank to the registered Mobile Phone. Inform the bank or de-register the beneficiary, if it was either not done by you or if it is not required any more. (P1132). Immediate Mobile Payment Service is popularly known as IMPS, which enables customers to make instant, interbank payments to individuals or merchants or organizations using registered mobile phone, at any time round the clock and from anywhere. IMPS is an interoperable and unique mobile payment solution of the world developed by the Mobile Payment Forum of India (MPFI) and operated by the National Payment Corporation of India (NPCI). Besides Mobile Phone, IMPS Transactions can also be done through Internet Banking, Point of Sale (POS) devices or ATMs. For MMID press 1; for person to person IMPS transaction press 2; for person to merchant payment press 3; for other mode of payment press 4. (P11321). MMID stands for Mobile Money Identifier. It is issued by a Bank and can be publicly shared with the payer to receive payments. It is a 7 digit number linked with the Account Number of a customer of a Bank. If a customer has multiple accounts in a bank, then the bank may issue separate MMIDs,

Multi-lingual Mobile Banking Services’ Education using IVRS

for each Account. In such cases it is necessary to specify a default account. If a customer registers for Mobile Banking in different Banks then each Bank would issue MMID to the customer. MMIDs of any two Banks differ in the first four digits. MMID is useful to mask your Bank Account Number, so that you can give this to anybody without telling your actual account number. This is used for efficient routing of transaction to the bank account. (P11322). Start IMPS transaction using the mobile banking application on your mobile phone provided by the Bank. Enter beneficiary’s mobile phone number, beneficiary’s MMID, Amount and M-PIN. You would receive confirmation message and also SMS giving details of payment transaction. You may also initiate IMPS Transaction using SMS, USSD and IVRS. (P11323). Using IMPS one can pay to a merchant, shop keeper, auto or taxi driver, vendor and others including donation to a needy person. Customer needs to enter the following parameters for merchant payments: Merchant’s mobile phone number, Merchant’s MMID, Amount, Payment Reference and M-PIN. Payment reference can be a bill number, invoice number, some transaction number or your name. It helps the beneficiary to identify the payer and settle the amount received with the billed transaction amount. On initiating above transaction, both the customer and the merchant receive the confirmation SMS with status of transaction immediately. (P11324). Some Banks offer IMPS facility in their ATMs, PoS Device of the Banking Correspondent, and Internet Banking Website. You need to first log in and then choose IMPS. Enter beneficiary’s mobile phone number, MMID, amount, PIN and press OK.

(P1133). NEFT is National Electronic Funds Transfer which enables retail payments. NEFT based payment can be done using mobile phone or at the counter of Bank’s branch or ATM or Banks website. Unlike IMPS which is real time, in NEFT, settlement of funds happen at designated times of the day. For this Beneficiary’s Account Number and IFSC Number of Bank’s Branch are necessary. IFSC stands for International Financial Services Code. Enter IFSC Number of payees

Multi-lingual Mobile Banking Services’ Education using IVRS

Branch or from the drop down menu of the mobile application choose the Bank and Branch. Enter the amount and m-pin. (P1134). AEPS stands for AADHAR Enabled Payment System. AADHAR is a 12 digit random number issued to a Resident of India by the Unique Identification Authority of India (UIDAI). For AEPS based payments you require AADHAR Number and Bank Identification Number (BIN) or MMID number of the beneficiary. AEPS is also useful for cash withdrawals from and for cash deposits into your account through a Banking Correspondent using Point of Sales (POS) device or Micro ATM. It is very convenient for people in remote villages of India to get Banking Services through a Banking Correspondent at their doorstep such as getting Pensions, government benefits, scholarships, loans etc. even without going to a Bank’s branch or ATM. Banking Correspondent verifies whether you are a valid account holder or not, by your AADHAR Number and fingerprint through the Hand Held Device or Micro-ATM that he/she carries.

(P114). Mobile Top-up is a popular Mobile Banking Service offered by some banks; Select Mobile Top-up in the Mobile Banking Application; Enter service Provider, Enter 10 digit Mobile Number, Enter Amount, ; Select account for debit, Enter the m-pin and Confirm. You will get a confirmation message from the service provider shortly regarding Mobile Top-up. (P115). Using Mobile Banking, you can pay various utility bills such as Electricity Bill, Telephone Bill, Gas Bill, Mobile Phone Bill, Credit Card Bill, Insurance Bill, Tax Bill etc. ; To know how to Add Biller press 1; To View Bill press 2; To know how to Pay Bill press 3. (P1151). Some Banks provide the list of billing companies linked with them. To add biller enter the Company ID that you got from Get List in the Company ID, for example, Company ID for SBI Cards is SBICARD. Enter a nick name for the biller for your own identification with minimum two characters. Enter the consumer details as per the format required, that is, CARD No in the above example for payment of SBI card dues. Enter your MPIN and click Add. Similarly you may register for Insurance Payments, Mutual Funds etc. (P1152). Select the Biller that you have already added in your list and click View Bill. (P1153). Select the biller by looking at the nickname from the list of registered billers; Enter the Bill ID that you got in SMS when you viewed the bill, Enter the bill amount that you got in the SMS, Select

Multi-lingual Mobile Banking Services’ Education using IVRS

the account from which the bill amount is to be debited. Enter MPIN and Confirm.

(P116). Some Banks also offer NFC based Mobile Payments. NFC stands for Near Field Communication. If your Mobile Phone is NFC enabled or you are given an NFC Tag or NFC Micro SD Card or NFC SIM then you can use it to pay to another NFC enabled device which may be a Mobile Phone, ATM or POS Device. NFC enables quick transfer of customer data to a merchant or Banking Correspondent’s NFC Device just by tapping onto the other device within a small contact range of up to 10 Centimetres with high level of security. (P117). Consult your Bank or visit its website for various third party payment services such as IRCTC payment for railway tickets, Airline tickets payment, movie tickets, on-line shopping, Bus tickets etc. Some Banks offer Mobile Wallet Payment Services on high end mobile phones. In a mobile wallet, various electronic cards such as debit card, credit card, identity card, PAN card and AADHAR Card are stored and also limited amount of electronic money is pre-loaded for convenience to do retail payments.

(P12). Basic Requirements of Mobile Phone: Mobile Banking can be done by all types of Mobile Phones simple or advanced using short range or long range cellular channels. Low end mobile phones support SMS, USSD and IVRS based Mobile Banking. For Internet based mobile banking GPRS service and mobile browser are needed. Application based mobile banking can be done either using GPRS or SMS channels. For this phone needs to be java enabled and the application is to be compatible to the Mobile Phone Operating system. (P13). Different Channels of Mobile Communication: For mobile banking using SMS press 1; For mobile banking using USSD press 2; For mobile banking using IVRS press 3; For mobile banking using GPRS press 4. (P131). SMS is Short Message Service available on all mobile phones. One can do mobile payment by sending an SMS to SMS Code Number of the Bank. Follow the format prescribed by your Bank such as Key Word of the Service, Mobile Number, and MMID of beneficiary and Amount. For example, to transfer an amount to a beneficiary enter IMPS mobile number of the beneficiary MMID Amount Your USER ID Your m-Pin Purpose for sending which is optional. Then send it the prescribed number. Confirmation Message would be received regarding the transaction.

Multi-lingual Mobile Banking Services’ Education using IVRS

(P132). USSD is Unstructured Supplementary Service Data. Unlike SMS it is session based and interactive. It is available in all mobile phones. In your registered mobile phone enter Star Nine Nine Hash (* 99 #) for doing USSD payments followed by the format prescribed by your Bank. This number is approved by the Department of Telecommunications, Government of India and is operational across major Telecom Operators registered with the National Payment Corporation of India. (P133). IVRS is Interactive Voice Response System. Banking Services can be availed from anywhere using IVRS by calling to the Bank’s call Centre. Authentication of the calling person is done by the Bank, based upon the information provided by the person while registering for this service. Some Banks use voice based recognition and dynamic key authentication techniques. Contact your Bank for details. (P134). GPRS is General Packet Radio Service. One can do mobile banking through internet browser of the mobile phone using the URL of bank’s web site or using the mobile banking application. It is convenient to connect to a Bank’s mobile website for easy access on mobile phone compared to the normal website, if available.

(P14). Mobile Banking Registration: For Mobile Banking, one has to register his / her mobile phone number with the Bank. To know how to register at Bank’s Branch press 1; For Registration at the Bank’s ATM press 2; for Registration at Banks Website press 3; for registration with the Banking Correspondent press 4. (P141). Visit the Branch of your Bank. Collect the Mobile Banking Application Form, fill the form and submit it at the counter or put it at the drop box of the Bank. After activation, confirmation SMS will be sent on your registered mobile phone giving m-PIN, user id and Application Download Link. (P142). Insert Debit card into an ATM of the same bank, which has issued the debit card. Enter ATM PIN. Select ‘Mobile Registration’ option. Enter your 10 digits mobile number. Re-enter and confirm the mobile number. ATM displays confirmation message. Confirmation message through SMS will be received on your registered mobile phone with application download link. You would also be given the m-PIN. Some Banks provide user id along with m-Pin. (P143). Log in to your Internet Banking account through your Bank’s website. Select Mobile Registration option. Enter your 10 digits mobile number. Confirmation SMS with m-PIN and Application Download Link will be sent to the registered mobile phone. (P144). To register for the Mobile Banking with the help of Banking Correspondent, provide AADHAR Number and Fingerprint on to the PoS Device

Multi-lingual Mobile Banking Services’ Education using IVRS

or micro ATM of the banking correspondent. Once confirmed, then give the bank account number or bank's debit card no. and enter the pin. If successful then enter your mobile phone number. You will get confirmation of the registration of the mobile number by the bank for Mobile Banking.

(P15). Mobile Banking Application Download: One can get the Mobile Banking Application installed into the mobile phone by visiting the Bank’s Branch and filling a form; Mobile Banking Application can be downloaded onto the registered Mobile Phone by clicking the URL link in the SMS received from the bank upon registration for Mobile Banking. ; You may directly download from your bank’s website onto your mobile phone or download to your PC or laptop and then transfer to your Mobile Phone through a data cable; It is important to choose the appropriate application as per the make and model of your mobile phone or else choose a generic mobile banking application. Please note that Mobile Payment application vary as per the operating system of Mobile phone. Note the folder where the Mobile Banking application is installed in your mobile phone such as Games folder or Programs folder, so that it is easily identified; after installation you need to do activation of the application using your m-PIN or other parameters such as login and user id provided by the Bank. (P16). Security, Complaints and other details: To know about Security in mobile banking press 1; to know about mobile banking Complaints press 2; For Contacts and feedback press 3. (P161). Like cleanliness, security is everybody’s responsibility. Banks, mobile operators and service providers take utmost care to ensure mobile banking transactions to be secure. RBI, the regulator of Banks, TRAI, the regulator of Telecom Organizations, Government, MPFI (Mobile Payment Forum of India), NPCI (National Payments Corporation of India) and IDRBT (Institute for Development and Research in Banking Technology) have prescribed various security measures for ensuring safety, security, privacy and legality of mobile banking transactions. Security levels of each of the mobile banking channels SMS, IVRS, USSD and GPRS may vary. Convenience, comfort level, transaction limits and capability of a mobile phone are to be looked at by a user to choose an appropriate channel; To know about Security Properties press 1; For Security Mechanisms press 2; For Security Tips press 3. (P1611). Confidentiality, Integrity, Authentication, Accountability, Authorization, Access control, Non-repudiation are important security properties which are taken care by banks for mobile banking. Authentication of the User, Mobile Device, Mobile Payment Application and Mobile Payment Transaction is taken care by the Bank and its trusted entities.

Multi-lingual Mobile Banking Services’ Education using IVRS

(P1612). user id and password, One Time Password, m-Pin, Access Control Models such as Discretionary, Mandatory and Role Based Access Control and cryptography techniques with symmetric key and asymmetric key pairs with RSA and Elliptic Curve Cryptography are used for end to end security. (P1613). Common tips for the mobile banking are - 1. In order to receive payment you can give your Mobile Phone Number and MMID to anybody but never reveal your m-pin. 2. Avoid making your personal information readily accessible. Don't share your m-PIN, password, and user ID or security question with anyone or save it on your phone. It is advisable to remember these. 3. Application should be downloaded from the bank's website, in case you are downloading from some Application Store, ensure that the application is authentic and certified by the Bank. 4. Banks never send you email/SMS or call you over phone to get your personal information, password or one time SMS (high security) password. Any such e-mail/SMS or phone call is an attempt to fraudulently withdraw money from your account. Never respond to such email/SMS or phone call and access the link provided in the email. Otherwise you can be a victim of Phishing Attack. Please report immediately to the bank if you receive any such e-mail/SMS or Phone call. Immediately change your passwords if you have accidentally revealed your credentials to unknown persons. 5. If your phone is lost or stolen, change all account passwords through internet and contact your bank's branch as soon as possible to block the mobile banking of your account. 6. Always log out of your mobile banking session by selecting the “Log Off” button. 7. Don’t use public or unprotected Wi-Fi to access mobile banking or perform any financial transactions. 8. Delete text messages with account information once you’ve read them. To know more about the Mobile Communication Security press 1; to know about the Do’s and Don’ts press 3.

(P16131). The mobile banking platform uses secured HTTPS protocol for communication between the mobile client and the

Multi-lingual Mobile Banking Services’ Education using IVRS

mobile server. It additionally activates Web server security, in the form of Secure Sockets Layer (SSL). This means that the communications between the mobile client and the Bank’s Web server are encrypted. Thus, it provides secure environment to do mobile banking. (P16132). Don’ts: 1. Do not click on any link which has come through e-mail from an unexpected source. It may contain malicious code or could be an attempt to 'Phish' your sensitive data in the mobile phone. 2. Do not provide any information on a page which might have come up as a pop-up window. 3. Never provide your password over the phone or in response to an unsolicited request over e-mail or SMS or MMS. 4. Always remember that information like password, PIN, TIN, etc are strictly confidential and are not known even to employees/service personnel of the Bank. You should therefore, never divulge such information even if asked for. Do's: 1. Always logon to a site by typing the proper URL in the address bar. 2. Give your user id and password only at the authenticated login page. 3. Before providing your user id and password please ensure that the URL of the login page starts with the text ‘https://’ and is not ‘http:// ‘.The 's' stands for 'secured' and indicates that the Web page uses encryption. 4. Please also look for the lock sign (lock icon) at the right bottom of the browser and the VeriSign or digitally signed authentic certificate. 5. Provide your personal details over phone/Internet only if you have initiated a call or session and the counterpart has been duly authenticated by you.

Multi-lingual Mobile Banking Services’ Education using IVRS

(P162). For registering your complaints contact your Bank or Branch manager and submit your complaint in a form. You may also call to the Bank’s customer care Centre on toll free number given by the Bank. (P163). Please contact your bank for details on Mobile Banking and updated services. Once you are confident of its use, please do help others also to make them learn, teach how to do Mobile Banking in a safe and comfortable way. Let us make all Indians connected with Electronic Money. You may send your feedback regarding this awareness service on Mobile Banking and its Security to Prof. V N Sastry, Head of the Mobile Banking Security Lab, IDRBT Hyderabad, and co-founder, Mobile Payment Forum of India (MPFI) by email to [email protected] or [email protected] or by calling to Phone number +91- 40-23294000. Thank You and Namaskar.

4.2 CHALLENGES

 Traffic Increase on IVRS number – As this is implemented in various languages, the traffic increases, therefore the number of Public Rate Interface (PRI) connections must be increased and traffic should be reviewed time to time. At present at most 30 calls can be attained at a time.  As it is implemented with multi-lingual support, the language of communication should be colloquial so that it can be more user friendly and supportive to anyone.  Major Challenge – Making the IVRS number Toll Free, as not many people will be keen to get information and education on mobile banking by paying.

4.3 PROPOSED CHANGES FOR SMARTER IVRS

 Creating a knowledge based System which in turn adds intelligence to IVRS, making If- Then rule based system, like if a male call is attained then IVRS renders the information in female voice and vice versa.  Voice Recognition – It will make IVRS more dynamic as it can take voice instructions as well.  There can be an option of SMS integration within IVRS, so that if user wants any kind of information in text, IVRS can render the same.  We can also think of IVRS based Mobile Banking in which user can do financial transaction using IVRS.

Multi-lingual Mobile Banking Services’ Education using IVRS

5 CONCLUSION AND FUTURE WORK

 We designed the Interactive Voice Response System with Multi-lingual Support for education on Mobile Banking and its Security.  For now it is implemented in English, Hindi and Telugu and support of rest of the regional languages is under progress and will be implemented very soon based on the proposed design.  Essence of the project work – This will help increasing awareness about Mobile Banking and ultimately strengthen the penetration of Mobile Banking Services in India. Any person whether he/she is from rural or urban area or from any part of the country, will be benefitted by the designed IVRS.

Multi-lingual Mobile Banking Services’ Education using IVRS

6 REFERENCES

 IVRS History and Technology Used : http://en.wikipedia.org/wiki/Interactive_voice_response

 Telecom Protocols used in IVRS : http://www.comsys.net/technology/SpeechFrame- Software/protocols.html

 IVRS Standards : http://www.itams.co.uk/ivr-standards.htm

 http://en.wikipedia.org/wiki/Mobile_banking

 IVRS : http://www.voicegateindia.com/IVRS.html

 Mobile Banking Penetration in India : http://archive.indianexpress.com/news/mobile-phonebanking-is-failing- to-meet-its-potential/1084239/

 Research Paper - Mobile Banking in India: Practices, Challenges and Security Issues by Vishal Goyal , Dr. U. S. Pandey, Sanjay Batra ; ISSN No. 2278 -3091 ; International Journal of Advanced Trends in Computer Science and Engineering, Available Online at www.warse.org/ijatcse/info.html

 Regional Languages : http://tdil.mit.gov.in/

 Research Paper- Mobile Banking in India – Issues & Challenges by V. Devadevan; International Journal of Emerging Technology and Advanced Engineering Website: www.ijetae.com (ISSN 2250-2459, ISO 9001:2008 Certified Journal, Volume 3, Issue 6, June 2013)