Voice over IP method for developing interactive voice response system

• US 20060210030A1
• Filed: 05/24/2006
• Published: 09/21/2006
• Est. Priority Date: 07/24/2002
• Status: Active Grant

• Current Assignee: SBC Properties, L.P.
• Original Assignee: SBC Properties, L.P.
• Inventors: Reynolds, Douglas F.
• Granted Patent: US 8,391,451 B2
• Time in Patent Office: Days
• US Class Current: 379/88.180
• CPC Class Codes: G10L 13/00 Speech synthesis; Text to speech systems
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04L 65/1106 Call signalling protocols; H.323 and related
• CPC Class Codes: H04L 65/401 wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
• CPC Class Codes: H04M 1/271 controlled by voice recognition
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• 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 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42

Abstract

A personal Interactive Voice Response (IVR) system includes a plurality of IVR servers communicating personal IVR service node information in a network and a plurality of personal IVR service node clients coupled to the plurality of IVR servers communicating the personal IVR service node information. The plurality of personal IVR service node clients have a client-server relationship with the plurality of IVR servers. The personal IVR system further includes facilities for managing transmission of the personal IVR service node information using a Voice over Internet Protocol (VoIP) technology.

Claims

1. A personal interactive voice response (IVR) service node comprising:

data defining a plurality personal IVR service node prompts;

data defining at least one action associated with each respective prompt;

a memory to store the plurality of prompts and the at least one action associated with each respective prompt;

a processing device to decode a received input signal, the processing device configured to

map the input signals into one of the plurality of prompts,

execute a set of computer instructions performing the action associated with a mapped prompt,

packetize information about a recent transaction in voice coded digital packets;

dispatch the recent transaction information packets to an Internet Protocol address; and

update with an IVR server to record the recent transaction.

2. The personal IVR service node of claim 1 further comprising:

an input device in communication with the processing device and configured to allow a subscriber associated with the personal IVR service node to regulate access to the personal IVR service node in accordance with preset privacy levels.

3. The personal IVR service node of claim 2 wherein the input device is further configured to receive from the subscriber data defining the privacy levels.

4. The personal IVR service node of claim 1, wherein the input device is configured to authenticate a caller in the personal IVR service node.

5. A telephone device comprising the personal IVR service node of claim 1.

6. An external IVR device attachable to a telephone device and comprising the personal IVR service node of claim 1.

7. A telecommunications device comprising:

a hardware component to receive user and subscriber inputs and communicate results to the user or subscriber;

a software component in communication with the hardware component to receive information about received inputs, the software component including

a storage portion to store voice responses selectable by a subscriber and appropriate for specified user inputs, and

a customizing portion which defines a set of predetermined conditions and predetermined actions selectable by the subscriber to define a specific result for a specific user input,

the software component being configured to send results to the hardware component in response to the received information about received inputs.

8. The telecommunications device of claim 7 wherein the hardware component is operative to receive a user'"'"'s account number and wherein the software component is operative to retrieve the user'"'"'s account information if the account number is valid.

9. The telecommunications device of claim 7 wherein the customizing portion is operative to define new prompts and new associated actions in response to subscriber inputs.

10. The telecommunications device of claim 7 wherein the customizing portion is operative to modify previously set prompts and associated actions in response to subscriber inputs.

11. The telecommunications device of claim 10 wherein the customizing portion is operative to modify previously set prompts by modifying contents of a previously set prompt or modifying the position of a prompt in response to subscriber inputs.

12. The telecommunications device of claim 10 wherein the customizing portion is operative to modify, delete or add the associated actions for a previously set prompt in response to subscriber inputs.

13. The telecommunications device of claim 7 wherein the customizing portion is operative to route incoming calls or outgoing calls in response to subscriber inputs.

14. The telecommunications device of claim 7 wherein the customizing portion is operative to select or record text messages for playback to user in response to subscriber inputs.

15. The telecommunications device of claim 7 further comprising a telephone device.

16. The telecommunications device of claim 7 wherein the hardware component is operative for voice over internet protocol communication with the user or the subscriber.