In this paper, we describe an application of speaker independent speech recognition over telephone lines. The MAIRIEVOX system is a speech-activated interactive voice response system that provides informations of local interest via the ordinary telephone network. The system has been installed in the town hall of Lannion in France for more than one year. After presenting the main features of this system, we mainly point out the importance of human factors and related studies for the success of such an application. We also mention future improvements of the system and current industrial developments.