Method, system, and apparatus for testing a voice response system

• US 20050129194A1
• Filed: 12/15/2003
• Published: 06/16/2005
• Est. Priority Date: 12/15/2003
• Status: Active Grant

• Current Assignee: Google LLC (Alphabet Inc.)
• Original Assignee: International Business Machines Corporation
• Inventors: Creamer, Thomas E., Moore, Victor S., Jaiswal, Peeyush, Wigal, Terry G.
• Granted Patent: US 7,224,776 B2
• Time in Patent Office: Days
• US Class Current: 379/88.180
• CPC Class Codes: H04M 3/24 with provision for checking the normal operation
• 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

Abstract

A method of testing a voice response system can include establishing a communications link between a test system and the voice response system, sending a signal to the test system over the voice link indicating that a voice prompt is to follow, and sending the voice prompt to the test system over the voice link. A system having means for performing the various steps disclosed herein and a machine readable storage for causing a machine to perform the steps described herein are also provided. The present invention relieves a tester or test system from having to know or be programmed with the operational details of a VRS to adequately test the functionality of the VRS, as the VRS itself can provide the necessary test data to the test system.

Claims

1. A method of testing a voice response system comprising:

establishing a voice link between a test system and the voice response system;

sending a signal to the test system over the voice link to indicate that a voice prompt is to follow; and

sending the voice prompt to the test system over the voice link.

2. The method of claim 1, wherein the signal is comprised of one or more dual tone-multi-frequency signals.

3. The method of claim 1, further comprising sending an additional signal to distinguish separate additional voice prompts.

4. The method of claim 1, further comprising receiving a voice command from the test system wherein the voice command is based on the voice prompt sent by the voice response system to the test system.

5. The method of claim 4, further comprising comparing the voice command with the voice prompt.

6. The method of claim 4, further comprising responsively initiating a programmatic action based upon the voice command.

7. The method of claim 6, further comprising logging at least one of the voice command, the voice prompt, and the programmatic action.

8. The method of claim 6, further comprising comparing the programmatic action with an expected programmatic action based on the voice prompt.

9. A system for testing a voice response system comprising:

means for establishing a voice link between a test system and the voice response system;

means for sending a signal to the test system over the voice link to indicate that a voice prompt is to follow; and

means for sending the voice prompt to the test system over the voice link.

10. The system of claim 9, wherein the signal is comprised of one or more dual tone-multi-frequency signals.

11. The system of claim 9, further comprising means for sending an additional signal to distinguish separate additional voice prompts.

12. The system of claim 9, further comprising means for receiving a voice command from the test system wherein the voice command is based on the voice prompt sent by the voice response system to the test system.

13. The system of claim 12, further comprising means for comparing the voice command with the voice prompt.

14. The system of claim 12, further comprising means for responsively initiating a programmatic action based upon the voice command.

15. The system of claim 14, further comprising means for logging at least one of the voice command, the voice prompt, and the programmatic action.

16. The system of claim 14, further comprising means for comparing the programmatic action with an expected programmatic action based on the voice prompt.

17. A machine readable storage, having stored thereon a computer program having a plurality of code sections executable by a machine for causing the machine to perform the steps of:

establishing a voice link between a test system and the voice response system;

sending a signal to the test system over the voice link to indicate that a voice prompt is to follow; and

sending the voice prompt to the test system over the voice link.

18. The machine readable storage of claim 17, wherein the signal is comprised of one or more dual tone-multi-frequency signals.

19. The machine readable storage of claim 17, further comprising sending an additional signal to distinguish separate additional voice prompts.

20. The machine readable storage of claim 17, further comprising receiving a voice command from the test system wherein the voice command is based on the voice prompt sent by the voice response system to the test system.

21. The machine readable storage of claim 20, further comprising comparing the voice command with the voice prompt.

22. The machine readable storage of claim 20, further comprising responsively initiating a programmatic action based upon the voice command.

23. The machine readable storage of claim 22, further comprising logging at least one of the voice command, the voice prompt, and the programmatic action.

24. The machine readable storage of claim 22, further comprising comparing the programmatic action with an expected programmatic action based on the voice prompt.