Communication system and method

• US 20060233314A1
• Filed: 03/27/2006
• Published: 10/19/2006
• Est. Priority Date: 03/29/2005
• Status: Abandoned Application

• Current Assignee: Hewlett Packard Enterprise Development LP (Hewlett-Packard Enterprise Company)
• Original Assignee: Hewlett Packard Enterprise Development LP (Hewlett-Packard Enterprise Company)
• Inventors: Taylor, Richard, Tofts, Christopher
• Application Number:
  US11/389,503
• Publication Number:
  US 20060233314A1
• Time in Patent Office: Days
• US Class Current: 379/21
• CPC Class Codes: H04M 2201/40 using speech recognition speech recognition per se G10L15/00
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/527 Centralised call answering arrangements not requiring operator intervention
• 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

Embodiments of the present invention relate to a communication system comprising means to process identification data associated with a communication; and means, responsive to the identification data, to access a data base to invoke at least one voice application arranged for providing assistance in relation to a respective fault; the data base having been configured to comprise the at least one voice application related to the respective fault.

Claims

1. A communication system comprising:

an identifier arranged to process identification data associated with a communication; and

a communication handler arranged to access a data base to invoke at least one voice application arranged to provide assistance in relation to a respective fault responsive to identification data; and

the data base configured to comprise the at least one voice application related to the respective fault.

2. A communication system as claimed in claim 1 in which the data base is configured to comprise the voice application in response to the respective fault being associated with at least one program accessible via user equipment such that the voice application provides support in relation to the respective fault.

3. A communication system as claimed in claim 1, in which the communication is a telephone call.

4. A communication system as claimed in claim 3 in which the identification data comprises at least one of Calling Line Identification Data (CLID), dialed Number Identification Service attribute values (DNIS), Calling Number Identification (CNI) or any other telephony identification data or identification data associated with a user, equipment or software accessible to or used by the user.

5. A communication system as claimed in claim 1 in which the communication comprises a data communication having at least one data packet.

6. A communication system as claimed in claim 5 in which the at least one data packet comprises the identification data.

7. A communication system as claimed in claim 6 in which the identification data comprises network data.

8. A communication system as claimed in claim 7 in which the network data comprises an Internet Protocol address.

9. A communication system as claimed in claim 1 in which the at least one voice application comprises at least a one menu option associated with the respective fault.

10. A communication system as claimed in claim 9 in which the at least one voice application comprises a plurality of menu options associated with the respective fault.

11. A communication system as claimed in claim 9 in which the at least one voice application comprises a plurality of menu options associated with respective faults of a plurality of faults including the respective fault.

12. A communication system as claimed in claim 9 comprising a plurality of voice applications each comprising a respective menu option;

each voice application being associated with a respective fault of a plurality of faults including the respective fault.

13. A data processing method comprising:

creating, in at least one voice application, at least one menu option associated with at least one known fault;

associating user identification data with the voice application to access the voice application in response to receiving the identification data; and

the user identification data being derived from communication data associated with the user.

14. A data processing method as claimed in claim 13 comprising configuring the voice application such that the at least one menu option relates to the known fault and in which the known fault is associated with a program, item of equipment or service associated with a user.

15. A data processing method as claimed in claim 13 comprising creating the at least one menu option such that it comprises data relating to instructions to effect a predetermined action to obtain assistance in relation to the at least one known fault.

16. A data processing method as claimed in claim 15 in which creating the at least one menu option comprises creating a plurality of menu options such that each menu option of the plurality of menu options relates to a respective known fault of a plurality of faults.

17. A data processing method as claimed in claim 13 in which creating, in at least one voice application, at least one menu option comprises configuring a plurality of voice applications associated with at least one respective fault of a plurality of known faults associated with the at least one program.

18. A computer-readable medium storing instructions which, when executed by a processor, cause the processor to implement the data processing method as claimed in claim 13.

19. A communication system comprising:

means for processing identification data associated with a communication; and

means, responsive to the identification data, for accessing a data base to invoke at least one voice application arranged for providing assistance in relation to a respective fault;

the data base having been configured to comprise the at least one voice application related to the respective fault.