Final Project Incomplete

8/3/2019 Final Project Incomplete

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MICROCONROLLER BASED

INTERACTIVE VOICE RESPONSE SYSTEM


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Abstract

The Interactive Voice Response (IVR) System serves as a bridge between people

and computer databases by connecting the telephone network with the database.

The telephone user can access the information from anywhere at anytime simply

by dialing a specified number and following an on-line instruction when a

connection has been established. The IVR system uses pre-recorded or computer

generated voice responses to provide information in response to an input from a

telephone caller. The input may be given by means of touch-tone or Dual Tone

Multi-Frequency (DTMF) signal, which is generated when a caller presses a key of

his/her telephone set, and the sequence of messages to be played is determined

dynamically according to an internal menu structure (maintained within the IVR

application program) and the user input.

The IVRS system which will be designed will provide an ideal platform for the

operation of start-ups and existing small concerns. It will be a highly economical

and efficient way to replace the Dialogic card which is very costly and requires a

high maintenance and regular upgradation. The IVRS system which will be

designed will consist of simple components like microcontroller and some basic

application chips interfaced to a PC which will have small software running in the

backend while the other jobs are performed on the front end. Microcontroller

Based Ivrs For College Automation Now-A-Days Every Institution Needs


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Automation. As A Part Of College automation, We Have Decided To Do A Project

Voice Interactive System For College Automation. Our Project Allows The User

To Know The Students Attendance And Marks Quickly Through The Telephone

Line Without The Intention Of The College Authority. In The Hardware Side

Embedded System Has Been Used. The Microcontroller Controls The Whole

Hardware. TelephoneLine Is Used For Communication Purpose. Visual Basic Has

Been Used For Software Programming. Presentation In The Class And Outcome

Of TheUniversity Are Made Reachable To The Parents By Our Project. It Will Be

Very Obliging To The Parents To Be Acquainted With Their Sons/Daughters

Recital In The College.


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Block Diagram


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WHAT IS IVRS SYSTEM

Interactive Voice Response (IVR) product, interactive technology that allows a

computer to detect voice and keypad inputs. IVR technology is used extensively in

telecommunications, but is also being introduced into automobile systems for

hands-free operation. Current deployment in automobiles revolves around satellite

navigation, audio and mobile phone systems. In telecommunications, IVR allows

customers to access a companys database via a telephone touchtone keypad or by

speech recognition, after which they can service their own enquiries by following

the instructions. IVR systems can respond with pre-recorded or dynamically

generated audio to further direct users 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. In telecommunications applications, such as customer

support lines, IVR systems generally scale well to handle large call volumes.

It has become common in industries that have recently entered the telecom

industry to refer to an Automated Attendant as an IVR. The terms Automated

Attendant and IVR are distinct and mean different things to traditional telecom

professionals, whereas emerging telephony and VoIP professionals often use the

term IVR as a catch-all to signify any kind of telephony menu, even a basic

automated attendant.


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History

The blueprint for IVR began in 1941, when Bell System developed a new tone

dialing methodology. Bell unveiled the first telephone that could dial area codes

using Dual Tone Multi Frequency DTMF technology at the Seattle World Fair in

1962. DTMF telephones enabled the use of inband signaling.

Despite the fact that more companies began using the system in the 1970s to

automate tasks in call centers, the technology was still costly and complicated

which made for low market penetration. However, by the 1980s a number of new

competitors entered the market and uptake of IVR technology started to increase.

When call centers began to migrate to multimedia contact centers in the late 90's,

companies began to invest in web-enablement and 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.

Having remained technologically static since its development in the 1980s, speech

recognition started to become more common and cheaper to deploy. This was due


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to increased Computer Processing Power and the migration of Speech applications

from propriety code to the VXML standard. The introduction of the VXML

standard also simplified the integration process between IVR systems and any back

end hosts.

Typical uses

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.

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 computer telephony integration (CTI) will allow the IVR system to look

up the caller line identification (CLI) on a network database and identify the caller.

This is currently accurate for about 80% of inbound calls. In the cases where CLI

is withheld or unavailable, the caller can be asked to identify themselves by other


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methods such as a PIN or password. The use of DNIS will ensure that the correct

application and language is executed by the IVR system.

CTI allows a contact center or organisation to gather information about the caller

as a means of directing their inquiry to an appropriate agent. CTI can also extract

important or relevant information about the individual customer from the database,

making for a more effective and efficient service.

The use of IVR and voice automation enables a company to improve its customer

service and lower its costs, due to the fact that callers queries can be resolved

without the cost of a live agent who, in turn, can be directed to deal with specific

areas of the service. If the caller does not find the information they need, or require

further assistance, the call is then transferred to an agent who can deal with them

directly through CTI integration. This makes for a more efficient system in which

agents have more time to deal with complex interactions, for example, customer

retention, up selling, cross selling and issue resolution. This way, the customer is

more likely to be satisfied with a personalised service and the interaction is likely

to be more fulfilling and rewarding for the agent, as opposed to dealing with basic

enquiries that require yes/no responses, such as obtaining customer details.

Employee satisfaction is important in the telecommunications industry due to the


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fast turnover of staff, IVR is therefore one way of retaining a workforce and

allowing them to do a more effective job.

IVR also enables customer prioritisation. In a system whereby individual

customers may have a different status, for example, a bronze, gold or platinum

card holder, the service will automatically prioritise the individuals call and, in the

case of a platinum card holder, move them to the front of the calling queue.

Voice-Activated Dialers

(VAD) Voice-activated IVR systems are now used to replace the switchboard or

PABX (Private Automatic Branch eXchange) operators and 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 tele-voting on

TV game shows such as Pop Idoland Big Brotherwhich can generate enormous

call spikes. Often the network provider will have to deploy Call gapping in the

Public network to prevent Network overload.

The following are some of the more common uses of an IVR:


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y Mobile (Pay as you go Top up)y Telephone Banking (Balance, payments, and transfers)y Mobile Purchases (particularly for mobile content, such as ringtones and

logos)

y Caller identification and routingy Order Placements (Credit Card Payments)y Airline (Ticket booking, Flight arrivals, Flight departures, Checkin)y Adult entertainment (Dating, Chat line etc)y Weather forecasts

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. Users are given a passcode to access their

results.


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Clinical Trials

IVR systems are used by pharmaceutical companies and contract research

organizations to conduct clinical trials and manage the large volumes of data

generated. 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 authenticity. Applications include patient randomization and drug supply

management.

Outbound Calling

IVR systems can be used for outbound calls, as IVR systems are more intelligent

than Dialler systems, they can recognise different line conditions.

y RNA Ring No Answery Answered by Voicemail or Answering machine (In this circumstances they

can leave a message)

y Fax Tone (IVR can leave a Fax Message based upon a TIFF Image)y Answer (IVR can tell the customer who is calling and ask them to wait for

an agent)

y Recognise Divert messages and abandon call.


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IVR uses Call Progress Detection to monitor Line conditions, and report to the

IVR Database.

Technologies Used

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 premise2. Equipment installed in the PSTN (Public Switched Telephone Network)3. Application service provider (ASP).4. Hosted IVR

A simple voicemail system is different from 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


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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 profile the caller and route the call to an agent with 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.

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[1]

, CCXML[2]

, SRGS[3]

,


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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.

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, such as HTTP interface to web site and Java

interface for connecting to a database.

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.

ARUs increase the number of information calls handled and to provide consistent

quality in information retrieval.


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Outsourcing vs. Contact Center Automation

Contact Centers are very expensive to run, and can be seen as a drain on

companies' operations.[citation needed] Contact Centres are usually seen as Cost

Centres, however the ability to upsell services and products can reduce operational

expenditure.

Methods of reducing Contact Center running costs include outsourcing and

automation. Outsourcing to other countries can reduce operational expenditure by

as much as 30%, however, differences in culture and language can prove

problematic for customers, whose dissatisfaction can lead to customer complaints

and loss of business. Also if is more difficult to upsell to customers from foreign

Contact Centres.

Automation in a Contact Center can also reduce operational expenditure by around

30% though the introduction of technologies such as customer profiling, CTI, and

IVR using speech recognition. The use of automation in the contact center

promotes efficiency, allowing contact centers to be located in the country from

which the call is originated. Customer satisfaction can be monitored by the use of

customer survey applications. The information from survey applications can be

used to improve customer service.


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VoIP

The increased usage of VoIP in voice networks is likely to affect how IVR will be

used in voice networks, this is due to the introduction of protocols such as SIP. The

introduction of SIP means that point to point communications is no longer

restricted to voice calls but can now be extended to multimedia technologies such

as video. This will bring a new meaning to automated services as IVR extends its

reach to video calls. Many IVR manufacturers are currently working on IVVR

(Interactive Voice and Video Response) systems, especially for the mobile phone

networks. The use of video will give IVR systems the ability to use graphical and

video information to assist the caller.

The introduction of video IVR may allow systems in the future the ability to read

emotions and facial expressions. It may be used to identify the caller, using

technology such as Iris scan or other biometric means. Recordings of the caller

may be stored to monitor certain transactions, and will be used to reduce identity

fraud.

Unified Communications in the SIP Contact Center

With the introduction of SIP Contact Centers, Automation has finally come of age.

Calls arriving at a SIP contact Center must now be queued against a SIP IVR


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system. Call Control in a SIP Contact Center is controlled by VXML scripting

which is an extension of the language used to write modern IVR Applications. As

calls are queued in the SIP Contact Center the IVR system can provide Treatment,

Automation, Wait for a fixed period, or play music. Inbound Calls to a SIP Contact

Center must be queued or terminated against a SIP end Point. In addition SIP IVR

systems can be used to replace agents directly by the use of BBUA (Back to Back

User agents).

] Interactive Messaging Response (IMR)

As communications have migrated to multimedia so has Automation. The

introduction of Instant Messaging (IM) in Contact Centers is starting to take off.

Agents can handle up to 6 different IM conversations at the same time and so agent

productivity is increasing. IVR systems are now starting to handle IM

conversations using existing Speech Recognitian Technology. This is different

from email handeling as email automated response is based on key word spotting.

IM conversations are different to email as IM is conversational. The use of texting

abbreviations and smilies requires different grammars than those currently used for

speech recognition. IM is also starting to replace texting on Multimdeia Mobile

handsets and is expected to become more widely used.


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Hosted vs. On-Premise IVR

With the introduction of Web services into the Contact Center, integration has been

simplified. The use of Web based applications allow IVR applications to be hosted

remotely from the Contact Center. This allows the use of hosted IVR applications

using speech to be made available to smaller Contact Centers across the globe and

is likely to lead to an expansion of ASP (Application Service Providers).

IVR applications can also be hosted in the public network, which do not require

contact centre integration. This will include public announcement messages or

message services for small business. It is also possible to use two prong IVR

services where the initial IVR application is used to route the call to the

appropriate contact centre. This can be used to balance loading across multiple

contact centres or provide business continuity in the event of system outage.

Criticism

IVR is sometimes criticized as being unhelpful and difficult to use due to poor

design and lack of appreciation of the caller's needs.[4]

Some callers object to

providing voice response to an automated system and prefer speaking with a

human respondent. A properly designed IVR application should provide the caller's

needs promptly and with a minimum of complexity.[neutrality disputed] However some


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companies use IVR to reduce operational costs and will not offer similar services

using agents. Such services tend to frustrate customers who feel that their right to

speak to an agent is being restricted. Companies that deploy such services tend to

ignore customer opinion. Such services are used in debt recovery and giveaways

(Such as Concert tickets, Satellite/Cable Receivers etc).


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Circuit Diagram


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Components Used

STEP DOWN TRANSFORMER 220 VOTL AC TO 9 VOLT AC

DIODE IN 4007 (2)

IC 7805 ( 5 VOLT REGULATOR)

IC 8870 ( DTMF DECODER)

IC 89C2051 ( 20 PIN MICROCONTROLLER FROM 8051 FMILY)

DIP SWITCH ( 4 POINT ) FOR RING DETECTION

IC 555 FOR ( AUTO HOOK UP TELEPHONE LINE)

MAX 232 ( PC INTERFACE )

CRYSTAL 3,58 Mhtz with 8870

AUDIO COUPLING TRANSFORMER

TRANSISTOR BC 558, BC 548

RESISTOR: 470 OHM (4), 22K OHM (2), 10 K OHM (6), 1K OHM (4), 150OHM (1), 1 MOHM (1)

CPACITOR 10 MFD (1), 1000MFD (2), 1 MFD (4), 33 PF (2), 104 PF 92)


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CIRCUITWORKING.

In this project we total four IC to provide a automation in the IVRS system. In

this project we use ic 8870 as a DTMF decoder. IC 89s51 as a microcontroller to

interface with the pc and telephone line. IC max232 is RS232 compatible ic and

provide a connectivity between computer and IVRS system. IC 555 provide a

ring detection logic.

In this project we connect landline connection. IN this project first of all we dial

the particular number on college, this phone must be landline phone. As the phone

line is automatic on by a shunt resistance provide by a relay circuit. For ring

detection we use one pc 817 Opto-coupler to provide a optical connectivity

between telephone line ic 555. Output from the opto-coupler is connected to the

pin no 2 of the ic 555. Ic 555 provide a small timer option to provide a delay . Ic

555 provide a square wave to the microcontroller from pin no 3 of the ic. Output

from the ic 555 is connected to the pin no 9 of the controller.

IC 89s51 ( microcontroller ) detect the pulse and count the pulse. Microcontroller

compare with this pulse with the external DIP switch setting. With the help of

DIP switch, we change the ring detection time logic. BY using this DIP switch we

set the total ring count detection .


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After ring detection, first of all we switch on the telephone line by connecting a

resistance across the telephone line with the help of relay coil. As the relay coil is

on , telephone line is on and now we detect the dtmf code.

DTMF CODE is special telephony code , which is use in this ivrs system. As

parents press any digit from the keypad of landline/mobile then this code is receive

by the DTMF decoder. DTMF decoder decode the dtmf signal and this signal is

converted into BCD signal. This BCD signal is further connected to the

microcontroller circuit. Micro-controller get this code in the accumulator and

compare with the internal code set by the operator. Microcontroller convert the

code into serial code and transfer to the PC serial port via Max 232 IC. IC 232

provide a TTL voltage level to the computer .

In the computer we get the signal from hardware circuit and provide a voice

response automation on the telephone line via sound card output. Output from the

sound card is connected to the audio-coupling transformer and then signal is

coupled on the telephone line


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Microcontroller program code

ring bit p3.5

call_recv bit p3.7

input equ p1

flag equ 20h

flag0 bit flag.0

flag1 bit flag.1

org 0000h

ljmp main

org 0003h

reti

org 000bh

reti

org 0013h


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reti

org 001bh

reti

org 0023h

ljmp SERIAL

reti

SERIAL:

clr es

jnb ri,$

mov a,sbuf

cjne a,#13d,nxt1_serial

nxt1_serial:

setb es

reti


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main:

mov psw,#00h

mov sp,#040h

mov tmod,#20h

mov th0,#00h

mov tl0,#00h

mov th1,#0ffh

mov tl1,#0ffh

mov tcon,#00h

mov ie,#90h

mov ip,#00h

mov scon,#50h

anl pcon,#7fh

mov p0,#0ffh


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mov p1,#0ffh

mov p2,#0ffh

mov p3,#0ffh

main_lp2:

setb call_recv

clr tr1

clr es

mov a,input

mov r2,a

main_lp1:

clr tr1

clr es

setb call_recv

jnb ring,$


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lcall delay

jb ring,$

jnb ring,$

jb ring,$

djnz r2,main_lp1

setb tr1

setb es

clr call_recv

mov a,#10d

call transmitted

back:

jb flag0,main_lp2

mov a,input

cjne a,#1d,nxt1


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ljmp l1

nxt1: cjne a,#2d,nxt2

ljmp l2


ljmp l3


ljmp l4


ljmp l5


ljmp l6


ljmp l7



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ljmp l8


ljmp l9


ljmp l10


ljmp l11


ljmp l12

nxt12: sjmp back

l1:

mov a,input

anl a,#0fh


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cjne a,#1d,m1

sjmp l1

m1:

mov a,#'1'

call transmitted

ljmp back

l2:

mov a,input

anl a,#0fh

cjne a,#2d,m2

sjmp l2

m2:

mov a,#'2'

call transmitted


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ljmp back

l3:

mov a,input

anl a,#0fh

cjne a,#3d,m3

sjmp l3

m3:

mov a,#'3'

call transmitted

ljmp back

l4:

mov a,input

anl a,#0fh

cjne a,#4d,m4


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sjmp l4

m4:

mov a,#'4'

call transmitted

ljmp back

l5:

mov a,input

anl a,#0fh

cjne a,#5d,m5

sjmp l5

m5:

mov a,#'5'

call transmitted

ljmp back


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l6:

mov a,input

anl a,#0fh

cjne a,#6d,m6

sjmp l6

m6:

mov a,#'6'

call transmitted

ljmp back

l7:

mov a,input

anl a,#0fh

cjne a,#7d,m7

sjmp l7


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m7:

mov a,#'7'

call transmitted

ljmp back

l8:

mov a,input

anl a,#0fh

cjne a,#8d,m8

sjmp l8

m8:

mov a,#'8'

call transmitted

ljmp back

l9:


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mov a,input

anl a,#0fh

cjne a,#9d,m9

sjmp l9

m9:

mov a,#'9'

call transmitted

ljmp back

l10:

mov a,input

anl a,#0fh

cjne a,#10d,m10

sjmp l10

m10:


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mov a,#'0'

call transmitted

ljmp back

l11:

mov a,input

anl a,#0fh

cjne a,#11d,m11

sjmp l11

m11:

mov a,#'*'

call transmitted

ljmp back

l12:

mov a,input


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anl a,#0fh

cjne a,#12d,m12

sjmp l12

m12:

mov a,#'#'

call transmitted

ljmp back

transmitted:

mov sbuf,a

jnb ti,$

setb es

ret

delay:

mov r0,#75d


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loop: djnz r0,loop

ret

DELAY100:

mov r0,#15d

DLP100:

mov r1,#200d

DEL100:

djnz r1,DEL100

djnz r0,DLP100

RET

end END


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Date post:	06-Apr-2018
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