FEDERAL UNIVERSITY OF TECHNOLOGY

OWERRI
A SEMINAR REPORT ON

MULTI-PURPOSE CUSTOMER HELPS USING DTMF

TECHNOLOGY
WRITTEN BY

ONWUKWE UGONNA EZINWA

REGD NO: 20081618963
(COMMUNICATION ENGINEERING OPTION)
APPROVED BY

MR. DIALA UCHENNA

SUBMITTED TO

ENGR DR. MBOCHA CHRISTIAN C

ELECTRICAL/ELECTRONIC ENGINEERING DEPARTMENT

IN PARTIAL FULFILLMENT FOR THE AWARD OF A

BACHELORS DEGREE (B.ENG) IN ELECTRICAL/ELECTRONIC
ENGINEERING

FEBRUARY 2013
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DECLARATION
In partial fulfillment for the award of a Bachelors Degree (B.Eng) in Electrical/Electronic
Engineering, I, ONWUKWE UGONNA EZINWA (20081618963) hereby declare that the work
submitted in this thesis is my own, and any work that is not my own has been quoted and
acknowledged in the bibliography. This work has not been previously submitted for a degree at
the Federal University of Technology, Owerri.

MR DIALA UCHENNA

DATE

(PROJECT SUPERVISOR)

ENGR. DR. F.K. OKPARA

DATE

(HEAD OF DEPARTMENT)

(EXTERNAL EXAMINER)

DATE

DEDICATION
I dedicate this seminar report to The Almighty God who created heaven and earth, in his control
is everything and he is the most merciful.

This work is also dedicated to my parents Chief and Lolo Onwukwe, H.O for all their supports
and also to my unborn children. I say a very big thank you.

ACKNOWLEDGEMENT
I would like to extend my sincere gratitude to my research supervisors, Mr. Diala Uchenna for
his assistance and guidance towards the progress of this seminar. Throughout the year, Mr. Diala
Uchenna has been patiently monitoring my progress and guided me in the right direction and
offering encouragement. Obviously the progress I had now will be uncertain without his
assistance.

Most of all, I am very grateful to my family for their unfailing encouragement and financial
support they have given me over the years.

Last but not least, also to Mr. Akhidime, Oiseikhuemi for her constant encouragement during the
duration of this seminar preparation and report.

ABSTRACT
The customer help system uses GSM phone interfaced to operate by application of Dual Tone
Multiple Frequency (DTMF) technology. This technology helps people to call a number and ask
for help on a product that is to be sold or services rendered by pressing the numbers in the
keypad of a phone. Each number pressed guides the user on a voice prompt which tells the
customer what to do. This application can be used by banks to check customers account balance.
It can also be used by schools so that students who want to check their results over the phone can
do so by entering their registration number and listening on the automated voice prompt. The
system is achieved using a GSM phone with an audio output terminal, a DTMF decoder circuit, a
micro controller and a computer system which is used for the storage of records to be retrieved
and a speech application using audio recording and playback. A SIM card is installed on the
phone attached to the computer so that when a user calls the phone number installed it is
automatically answered and the voice application starts running. The voice prompt welcomes the
user and asks for what services is to be rendered. It can be to check results, to check account
balance or to guide to user on what to do. The program running in the computer is designed using
Microsoft visual studio integrated development environment (IDE) while the microcontroller
program is designed using micro basic compiler.

LIST OF FIGURES
Fig 2.1: DTMF that is generated when you press a button on the phone keypad.........................16
Fig 3.1: Block diagram representation of customer helps system using DTMF..........................20

LIST OF TABLES
Table 2.1: DTMF Row/Column Frequencies................................................................14
Table 2.2: A typical keyboard........................................................................................15
Table 2.3: DTMF values, Keypad Symbols.......................................................................18

TABLE OF CONTENT
DECLARATION.....................................................................................................2
DEDICATION.3
ACKNOWLEDGEMENT..........................................................................................4
ABSTRACT............................................................................................................... 5
LIST OF FIGURES ....................................................................................................6
LIST OF TABLES..7
TABLE OF CONTENTS .........................................................................................8
1.0 INTRODUCTION....................................................................................................10
1.1 SCOPE OF SEMINAR.................................................................................................11
1.2 AIM OF SEMINAR .......................................................................11
1.3 OVERVIEW OF SEMINAR.....................................................................................11
2.0 GENERAL DTMF BACKGROUND........................................................................12
2.1 HISTORY OF DTMF..................................................................................12
2.3 PRINCIPLES OF OPERATION .................................................................................13
2.4 MICROSOFT VISUAL STUDIO ...............................................................................18
3.0 WORKING OF THE PROJECT .............................................................................19
3.1 BLOCK DIAGRAM REPRESENTATION..21
3.2 EXPLANATION OF VARIOUS MODULES. 21
3.2.1 MOBILE PHONES 21
3.2.2 DTMF DECODER. 22
3.2.3 MICRO-CONTROLLER .22
3.2.4 USB CONTROLLER 23
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3.2.5 COMPUTER ..

23

3.2.6 INDICATOR.24
4 CONCLUSION AND RECOMMENDATIONS.............................................................25
4.1 CONCLUSION.................................................................................................25
4.2 RECOMMENDATIONS..............................................................................................25
REFERENCES.................................................................................................26

CHAPTER ONE
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1.0 INTRODUCTION
The customer help system uses GSM phone interfaced to operate by application of Dual Tone
Multiple Frequency (DTMF) technology. This technology helps people to call a number and ask
for help on a product that is to be sold or services rendered by pressing the numbers in the
keypad of a phone. Each number pressed guides the user on a voice prompt which tells the
customer what to do.
It makes use of the DTMF which act in this case as a decoder while the mobile phone attached to
the computer acts as the receiver. Ones the caller dials the number tied to the phone attached to
the computer, the system automatically answers and the coded message starts running.
Audios are attached to the system, by making it play on the background while the caller is been
asked to wait or guided what steps to be taken.
This has the advantage of reducing customer client confrontation and fostering good service
delivery.
The program running in the computer is designed using Microsoft visual studio integrated
development environment (IDE) while the microcontroller program is designed using micro
basic compiler.

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1.1 Scope of the Seminar

In this seminar, there are a number of different tasks that needs to be addressed to lead towards
the completion of the main project. These tasks are discussed briefly in the following sections
with more in depth information provided in later chapters as indicated.

1.2 Aim of the Seminar

The main goal of this seminar is see how DTMF can be used with the incorporation of MicroController to achieve an automatic response system for customer help services.
This will enable Electrical/Electronic Engineering Department (which will be used in the final
project) to assist her students in checking their results and any other things deemed fit.

1.3 Overview of the Seminar

The structure of this seminar is set out into four sections.
Chapter 1 gives an introduction to this seminar and a brief description of the different areas that
make up the seminar.
Chapter 2 will focus on the history, construction and principles of operation of the DTMF
decoder. The implementation of the software used for programming the Micro-Controller
and Computer in the main project are also discussed.
Chapter 3 will focus on the block-diagram representation with detailed explanation of each
module for the realization of the entire project.
Chapter 4 will give the conclusions of the seminar and suggests recommendations based on the
future works that could be done to expand on the final design specified in this seminar.
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CHAPTER TWO
2.0 General DTMF Background

Dual-tone-multi-frequency signaling is used for telephone signaling over the line in the voicefrequency band to the call switching center. The version of telephone of DTMF used for
telephone tone dialing is known by the trade-marked term Touch-Tone, and is standardized by
International Telecom Union (ITU) Recommendations Q.23. Other multi-frequency systems are
used for signaling internal to the telephone network [1]

2.1 History of DTMF

In the time preceding the development of DTMF, telephone systems employed a system
commonly referred to as pulse (Dial Pulse or DP U.S) or loop disconnect (LD) signaling to dial
numbers, which functions by rapidly disconnecting and connecting the calling partys telephone
line, similar to flicking a light switch on and off. The repeated connection and disconnection as
the dial pins sounds like a series of click. The exchange equipment counts those clicks or dial
pulses to determine the called number. Loop disconnect range was restricted by telegraphic
distortion and other technical problems, and placing calls over longer distances required either
operator assistance (operator used an earlier type of multi-frequency dial) or the provision of
subscriber trunk dialing equipment.
Dual Tone Multi-Frequency or DTMF is a method for instructing a telephone switching system
of the telephone number to be dialed or issue commands to switching systems or related
telephony equipment.
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The DTMF dialing system traces its root to a technique AT&T developed in the 1950s called MF
(Multi-Frequency) which was deployed by AT&T telephone network to direct calls between
switching facilities using in-band signaling. In the early 1960s, a derivative technique offered by
AT&T through its Bell System telephone companies as a modern way for network customers
to place calls.
The customer product was marketed by AT&T under the registered trade name Touch-Tone.
Other vendors of compatible telephone equipment called this same system Tone dialing or
DTMF.
The DTMF system uses eight different frequency signals transmitted in pairs to represent sixteen
different numbers, symbols and letter detailed below.
#, *, A, B, C, and D
DTMF tones are also used by some cable television networks and radio networks to signal the
local cable company/network station to do a local advertisement or station identification. Theses
tones were often heard during a station ID preceding a local advert inserts. Previously, terrestrial
television stations also used DTMF tones to shut off and turn on remote transmitters.

2.2 Principle of Operation

A DTMF signal consists of a mixture of two sine wave tones, often called the
row and column frequencies because of their correspondence to the layout of
the phone keypad [2].
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In DTMF there are sixteen distinct tones. Each one is the sum of two
frequencies: one from a low and one from a high frequency group. There are
four different frequencies in each group.
The phone only uses twelve of the possible sixteen tones. If you look at your
phone, there are only 4 rows (R1, R2, R3 and R4) and three columns (C1, C2
and C3). The rows and columns select frequencies from the low and high
frequency group respectively. The exact values of the frequencies are listed
below [3].

TABLE 2. 1: DTMF ROW/COLUMN FREQUENCIES [2]

LOW- FREQUENCIES
ROW #
R1: ROW 0
R2: ROW 1
R3: ROW 2
R4:ROW 3
HIGH FREQUENCIES
COLUMN #
C1: COL 0
C2: COL 1
C3: COL 2
C4: COL 3
C4 not used in phones

FREQUENCY (HZ)
697
770
852
941
FREQUENCY
1209
1336
1477
1633

Thus, to decipher what one tone frequency is associated with a particular

key, look at your phone again. Each key is specified by its row and column
locations. For example, the key 2 is row 0 (R1) and column 1 (C2). Thus,
using the above table, 2 has a frequency of
770+1336=2106Hz;
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The 9 is a row 2 (R3) and column 2 (C3) and has a frequency of

852+1477=2329Hz. [2]

TABLE 2.2: A TYPICAL KEYBOARD [3]

1
4
7
*
1209Hz

2
5
8
0
1336Hz

3
6
9
#
1477Hz

15

697Hz
770Hz
852Hz
941Hz

Figure 2.1: The DTMF tone that is generated when you press a button on the phone
keypad.

Engineers at then-mighty Ma Bell chose these tones carefully to ensure that none had a harmonic
relationship with the others and that mixing the frequencies would not produce sum or product
frequencies that could mimic another valid tone. They specified that the tones be free of
distortion, and that the high-group frequencies (the column tones) be slightly louder than the
low-group to compensate for the high-frequency roll off of voice audio systems.

Because DTMF was devised in the days before you could hear a pin drop, its an exceptionally
noise-resistant signaling method. If a properly designed DTMF decoder thinks theres a valid
DTMF signal present in some lousy audio, there almost surely is.

DTMF tones can represent one of 16 different states or symbols, as shown in Figure 2.1. That is
equivalent to four bits of data, also known as a nibble. Most DTMF decoders can process at least
10 tones per second under the worst of conditions, so DTMF can easily convey 40 bits (5 bytes)
of data per second. Thats nowhere near the performance of a good communications modem,
which can operate nearly 600 times as fast (28,800 bits per second), but its a lot more robust
under noisy line conditions.

Note that the numbers and symbols on the phone keypad dont always match the binary values of
the DTMF nibbles. Most notably, the 0 on the keypad is represented in DTMF by a value of 10
(decimal) or 1010 binary. Table 2.1 summarizes the rest of the four-bit values [2]
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Table 2.3: DTMF Values, Keypad Symbols [2]

BINARY VALUE
0000
0001
0010
0011
0100
0101
0110
0111
1000
1001
1010
1011
1100
1101
1110
1111

DECIMAL VALUE
0
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15

KEYPAD SYMBOL
D
1
2
3
4
5
6
7
8
9
0
*
#
A
B
C

2.3 Microsoft Visual Studio

Microsoft visual studio is an Integrated Development Environment (IDE) from
Microsoft. It is used to develop console and graphical user interface application
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along with windows forms applications, websites, web-application and web services
in both native code together with managed code for all platforms supported by
Microsoft windows, windows mobile, etc.
It supports different programming languages. Built in language includes C/C++,
VB.NET, etc. it consist of the code editor, debugger and designer.

CHAPTER THREE
3.0 WORKING OF THE PROJECT
The working of the DTMF customer help system is explained below;
A call is made to the mobile phone (as receiver) attached to the computer. Now after answering
the call, and in the course of the call, if any button is pressed, control corresponding to the button
pressed is heard at the other end of the call. This tone is called dual tone multi frequency tone
(DTMF) and the computer receives this DTMF tone with the help of phone stacked in the
computer.
The received tone is processed by the microcontroller with the help of DTMF decoder. The
decoder decodes the DTMF tone in to its equivalent binary digit and this binary number is sent to
the microcontroller. The microcontroller is pre-programmed to take a decision for any give input
(from the caller) and outputs its decision to the computer in order for the computer to interpret
and return back the required or desired information to the caller.

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The mobile that makes a call to the mobile phone attached to the computer acts as a remote. So
this simple customer help project does not require the construction of receiver and transmitter
units.
DTMF signalling is used for telephone signalling over the line in the voice frequency band to the
call switching centre. The version of DTMF used for telephone dialling is known as touch tone.
DTMF assigns a specific frequency (consisting of two separate tones and a high and low
frequency) to each key so that it can easily be identified by the electronic circuit. The signal
generated by the DTMF decoder is the direct algebraic submission, in real time of the amplitudes
of two sine (cosine) waves of different frequencies, i.e. pressing 5 will send a tone made by
adding 1336 Hz and 770Hz to the other end of the mobile.

3.1 BLOCK DIAGRAM REPRESENTATION

Below is the block diagram representation for the realization of the customer help system using
DTMF.

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Fig 3.1: Block Diagram Representation of the Customer Help System using DTMF

3.2 Explanation of the various Modules

The various modules making up the system are:

Mobile phone
DTMF decoder
Micro-controller
USB Controller
Computer with Audio programme

3.2.1

Mobile Phone

The mobile phone acts as a receiver. It is the interface between the caller (customer) and the
DTMF. The phone must make use of a SIM card owned by a network operator. Any mobile
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phone operator or service provider can be used. The caller is required to call the mobile
phone attached to the DTMF for the system to work.

3.2.2

DTMF Decoder

The DTMF (also known as touch-tone) are the audible sounds you hear when you press keys
on your phone.
The DTMF decoder is a useful tool used for decoding DTMF generated by telephones. It
decodes the signal from the mobile phone into binary digits. The decoded digits are viewed
on a LCD screen. The DTMF decoder can be directly connected to a serial port to view the
digits in HyperTerminal on a computer. The DTMF decoder stores the last 234 received
digits in Electrical Erasable Programmable Read Only Memory (EEPROM).

3.2.3

Micro-Controller

The micro-controller acts as an interface between the DTMF and the Computer (machine) via
the USB controller. Its function is to convert the binary digits of the DTMF into ASCII
(American Standard Code for Information Interchange)through the USB serial port
(Controller) recognized by the computer.
The micro-controller programme is designed using micro-basic compiler.

3.2.4

USB Controller:
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The USB controller is the interface between the micro-controller and the computer. Its
function is to transmit the ASCII codes generated by the micro-controller for the computer to
read and act on. It acts as a SISO (serial input, serial output device).

3.2.5

COMPUTER:

The computer contains the already programmed messages with associated audio. It gives out
information based on the pre-programmed or pre-recorded information, detailing the step by
step action to be taken by the caller for the realization of the end objective.
It is programmed using the Microsoft visual studio integrated development environment
(IDE)

3.2.6

Indicator:

The indicator displays the output of the DTMF

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CHAPTER FOUR
4.0 CONCLUSION AND RECOMMENDATIONS
4.1 CONCLUSION
The actual project is yet to be carried out but this seminar gives a useful insight on the feasibility
and workability of this project.
The use of the DTMF makes it easier and more economical as the cost of data transfer (without
the use of a service provider) may be too thereby making its achievement a mere wish.
Also, the micro-controller can be skipped in future projects as the DTMF (new ones) have the
ability to convert directly to ASCII, not requiring an interface, a normal IDE cable can be
connected from the DTMF straight to the computer.

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4.2 RECOMMENDATIONS
There are a number of improvements on a larger scale I will like to recommend for future woks.
This seminar (and final implementation) is limited to just Electrical/Electronic Engineering
Department but future works should include:
The entire school (especially, for admission status checking and checking of results). This
will give not just the student but also the parents the ability and access to follow up the
growth and performance of their wards in school
A staff-student relationship, which will enable each student access to speak to their
course advisers via the phone, and parents, can also easily contact their wards course
adviser.
I believe these are achievable, and the next crops of final year students should be tasked on
implementing it.

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REFERENCES
[1] John Iovine, 1995, DTMF IR Remote Control System Nuts & Volts, Vol. 15, No.6.
[2] Scott Edwards, 1995,
Transmit/Receive Circuit

DTMF Touch Tones are Music to the Ears of this Stamp

[3] Cell phone operated land rover Electronics For You Magazine, Edition (July 2008)

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