Telephone call handling solution in an interactive voice response system

• US 20040071275A1
• Filed: 05/13/2003
• Published: 04/15/2004
• Est. Priority Date: 10/10/2002
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: de Leeuw, Adam Pieter, Bowater, Ronald John, Smith, Samuel Jonathan, Renshaw, David Seager
• Application Number:
  US10/436,964
• Publication Number:
  US 20040071275A1
• Time in Patent Office: Days
• US Class Current: 379/88.18
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML

Abstract

A call handling solution for IVR applications with embedded components. A method of handling an incoming call in a network connected interactive voice response system (IVR), comprising the steps of: receiving a signal indicating an incoming telephone call with a call identification (CLID); retrieving, from a database, a database record associated with the call identification; retrieving, from a network location identified in the retrieved record, at least one VoiceXML application identified in the retrieved record; storing the retrieved at least one VoiceXML into cache memory; and answering the incoming telephone call.

Claims

1. A method of handling an incoming call in a network connected interactive voice response system (IVR), comprising the steps of:

receiving a signal indicating an incoming telephone call with a call identification;

retrieving, from a database, a database record associated with the call identification;

retrieving, from a network location identified in the retrieved record, at least one IVR application identified in the retrieved record;

storing the retrieved at least one IVR application into cache memory; and

answering the incoming telephone call.

2. A method as in claim 1 wherein the step of retrieving the at least one IVR application comprises locating an application name in a record used in a previous IVR interaction with respect to the call identification.

3. A method as in claim 2 further comprising the step of adding an IVR application name to the record, said IVR application being involved in the incoming call and not already on the record associated with the call identification.

4. A method as in claim 2 wherein a subset of IVR applications named in the record are retrieved.

5. A method as in claim 4 further comprising updating a count value in the record associated with a IVR application name if the IVR uses the IVR application.

6. A method as in claim 5 wherein the subset of IVR files depends on the count value associated with each application name.

7. The method as in claim 1 wherein the IVR application is a VoiceXML application.

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

on answering the call, prompting the caller to choose an IVR application from a plurality of IVR applications including the at least one retrieved IVR application.

9. The method of claim 8 wherein the step of retrieving the at least one IVR application is performed before the step of prompting the caller to choose an IVR application.

10. The method of claim 1 further comprising retrieving, from a network location, at least one IVR application component associated with the IVR application and storing the at least one IVR component into cache memory.

11. The method of claim 10 wherein the at least one IVR component is identified in the retrieved record.

12. A system for handling an incoming call in a network connected interactive voice response system (IVR), comprising:

means for receiving a signal indicating an incoming telephone call with a call identification;

means for retrieving, from a database, a database record associated with the call identification;

means for retrieving, from a network location identified in the retrieved record, at least one IVR application identified in the retrieved record;

means for storing the retrieved at least one IVR application into cache memory; and

means for answering the incoming telephone call.

13. A computer program product for processing one or more sets of data processing tasks in an interactive voice response system (IVR) having cache memory, said computer program product comprising computer program instructions stored on a computer-readable storage medium for, when loaded into a computer and executed, causing a computer to carry out the following steps:

receiving a signal indicating an incoming telephone call with a call identification;

retrieving, from a database, a database record associated with the call identification;

retrieving, from a network location identified in the retrieved record, at least one IVR application identified in the retrieved record;

storing the retrieved at least one IVR application into cache memory; and

answering the incoming telephone call.