Computer-implemented voice markup system and method

• US 20030118159A1
• Filed: 06/26/2002
• Published: 06/26/2003
• Est. Priority Date: 06/29/2001
• Status: Active Grant

• Current Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Original Assignee: Genesys VG Inc.
• Inventors: Shen, Liang, Shunmuganathan, Umakanthan
• Granted Patent: US 7,031,444 B2
• Time in Patent Office: Days
• US Class Current: 379/88.04
• CPC Class Codes: H04M 1/642 storing speech in digital form

Abstract

A computer-implemented method and system for processing a service request received from a telephone communication device. The telephony system and method utilizes a call management server and a voice interpreter server. The call management server receives an incoming call from a user, and the voice interpreter server processes the service request contained in the incoming call. Data communication encapsulation is used to communicate data between the call management server and the voice interpreter platform in order to process the service request.

Claims

1. A computer-implemented method for processing a service request received from a telephone communication device, comprising the steps of:

determining a call management platform type from a list of call management platform types, said determined call management platform type corresponding to a call management platform that is to receive the service request from the telephone communication device;

determining a voice interpreter platform type from a list of voice interpreter platform types, said voice interpreter platform type corresponding to a voice interpreter platform that processes the service request from the telephone communication device;

receiving the service request at the call management platform;

using a first interpreter communication layer that corresponds to the determined call management platform type to wrap the received service request in a format to be processed by an interpreter application programming interface (API);

unwrapping the message by the interpreter API and providing the unwrapped message to a second interpreter communication layer; and

using the second interpreter communication layer that corresponds to the determined voice interpreter platform type to wrap the unwrapped message in a format to be processed by the voice interpreter platform,

said voice interpreter platform retrieving over a computer network a voice application from a remote web site based upon the message wrapped by the second interpreter communication layer, and using the retrieved voice application to process the user'"'"'s request.

2. The method of claim 1 wherein the second interpreter communication layer wraps data results from processing the user'"'"'s request in order to send the wrapped data results to the interpreter API, said method further comprising the steps of:

unwrapping the data results by the interpreter API and providing the unwrapped data results to the first interpreter communication layer; and

using the first interpreter communication layer to wrap the data results in a format for use by the call management platform.

3. The method of claim 1 wherein another communication layer is used to allow the call management platform to communicate with a second voice interpreter platform, wherein the second voice interpreter platform is a different type from the other voice interpreter platform.

4. The method of claim 3 wherein an additional communication layer is used to allow the second voice interpreter platform to communicate with a second call management platform, wherein the second call management platform is a different type from the other call management platform,

said second call management platform being configured to communicate with the second voice interpreter platform to process the service request if the other voice interpreter platform is determined to be overloaded.

5. The method of claim 1 wherein the user uses a wireless communication device.

6. The method of claim 1 wherein the voice application is a voice markup language application.

7. The method of claim 6 wherein the voice application is a Voice Extensible Markup Language application.

8. The method of claim 1 further comprising the step of:

transmitting a voice application request to the remote web site over a computer network, wherein the web site selects a voice markup language program based upon the request and provides the selected voice markup language program to the voice interpreter platform.

9. The method of claim 8 wherein the provided voice markup language program interacts by a speech-based conversation with the user.

10. The method of claim 9 wherein the web site includes a database that stores data about voice applications in accordance with a predetermined voice application taxonomy, wherein the web site retrieves voice application data based upon the request from the voice interpreter platform, wherein the retrieved voice application data is used to provide the voice markup language program to the voice interpreter platform.

11. The method of claim 10 wherein the request is based at least in part upon the voice application taxonomy.

12. The method of claim 11 wherein the voice application taxonomy includes classifications selected from the group consisting of required speech engine resources, required telephony resources, required telephony markup language, required application server environment, and combinations thereof.

13. The method of claim 12 wherein a plurality of audio advertisements is accessible by the web site, wherein at least one of the audio advertisements is retrieved based upon predetermined selection rules, wherein the retrieved audio advertisement is provided to the voice interpreter platform and played to the user.

14. The method of claim 13 wherein the request includes a user profile, wherein at least one of the audio advertisements that substantially matches the user profile is played to the user.

15. The method of claim 14 wherein the selection rules includes balanced ad usage rules that are used to determine which stored audio advertisement to retrieve.

16. The method of claim 1 wherein a telephony system that includes the call management platform and the voice interpreter platform routes calls from the user over a Voice Over IP (VoIP) connection.

17. The method of claim 1 wherein a telephony system that includes the call management platform and the voice interpreter platform routes calls from the user over a Voice on the Net (VON) connection.

18. The method of claim 17 wherein the telephony system routes the call from the user over a public switched telephone network.

19. The method of claim 1 wherein the computer network is a global communication network.

20. The method of claim 19 wherein the computer network is an Internet network.

21. The method of claim 1 further comprising the step of:

after performing the requested service, transferring at least a portion of the user service data to a remote computer on the computer network and removing the voice application and the user service data from the voice interpreter platform.

22. The method of claim 1 further comprising the step of:

selecting at least one speech engine to operate with the retrieved voice application.

23. The method of claim 1 further comprising the step of:

selecting at least one speech recognition engine to operate with the retrieved voice application.

24. The method of claim 23 further comprising the step of:

selecting at least one text-to-speech engine to operate with the retrieved voice application.

25. The method of claim 1 further comprising the step of:

detecting an abnormal condition during execution of the voice application and providing notification of the detected abnormal condition.

26. The method of claim 1 wherein the voice interpreter platform provides additional functions for operation of the voice application, wherein the additional functions are selected from the group consisting of timer means, registration means, logger means, health monitor means, alarm means, alert means, and combinations thereof.

27. The method of claim 1 further comprising the step of:

determining which voice application to retrieve over the computer network based upon dialed number of the incoming call.

28. The method of claim 27 wherein a database stores an association between phone numbers and computer network identifiers, said method further comprising the steps of:

determining the dialed number of the incoming call;

retrieving from the database a computer network identifier that is associated with the determined dialed number; and

retrieving over the computer network the voice application that is identified by the computer network identifier.

29. The method of claim 1 further comprising the steps of:

using the retrieved voice application to have a speech-based conversation with the user to obtain service data from the user;

using the retrieved voice application to perform the requested service based upon the user-provided service data; and

after performing the requested service, the voice application and the user service data are removed from the voice interpreter platform.

30. The method of claim 29 wherein the voice application is a Voice Extensible Markup Language application.