Configurable interactive voice response messaging control and monitoring system and method

• US 20060245557A1
• Filed: 05/02/2005
• Published: 11/02/2006
• Est. Priority Date: 05/02/2005
• Status: Abandoned Application

• Current Assignee: SBC Knowledge Ventures LP (AT&T, Inc.)
• Original Assignee: SBC Knowledge Ventures LP (AT&T, Inc.)
• Inventors: Eppenbach, Troy, Smith, Robert, Sams, Bobby, Paden, Jon, Newman, Scott
• Application Number:
  US11/119,547
• Publication Number:
  US 20060245557A1
• Time in Patent Office: Days
• US Class Current: 379/88.160
• 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 configurable interactive voice response messaging control and monitoring system (10) includes a user interface (16) enabling a dynamic selection of groups based on one or more among area codes, interactive voice response system locations, or call types, a database (18) containing a status of override messages accessible by the user interface, and an interactive voice response system (14) coupled to the database for playing override messages as dynamically controlled by criteria set in the database. The system can further include a network operating center (NOC) (26) coupled to the database for monitoring the status of override messages. The NOC can also be coupled to an enterprise telecom system (28) enabling monitoring of the status of override messages by one or more call centers (31, 32, 33) coupled to the enterprise telecom system. Note, override messages can also be controlled by responses to API triggers where an outage condition exists.

Claims

1. A configurable interactive voice response messaging control and monitoring system, the system comprising:

a user interface enabling a dynamic selection of groups based on one or more among area codes, interactive voice response system locations, and call types, subject to an override message;

a database containing a status of override messages accessible by the user interface; and

an interactive voice response system coupled to the database for playing override messages as dynamically controlled by criteria set in the database.

2. The system of claim 1, wherein the system further comprises a network operating center coupled to the database for monitoring the status of override messages.

3. The system of claim 2, wherein the network operating center is further coupled to the user interface and provides feedback to the user interface.

4. The system of claim 2, wherein the network operating system is further coupled to an enterprise telecom system enabling monitoring of the status of override messages by one or more call centers coupled to the enterprise telecom system.

5. The system of claim 1, wherein override messages are controlled by at least one among an area code, a grouping of area codes, and a telephone number.

6. The system of claim 1, wherein override messages are further controlled by responses to API triggers where an outage condition exists.

7. The system of claim 1, wherein the user interface provides at least one among a geographical view and an IVR tree view to serve as a visual aid in controlling activation and deactivation of override messages.

8. The system of claim 1, wherein the user interface is a geographically selectable graphical user interface enabling a user to view at least a status of an override message based on geographic location.

9. The system of claim 1, wherein the interactive voice response system further comprises an IVR user interface that can be controlled by a set of criteria specified in the database.

10. A method of controlling and monitoring override messages on a communication network having a interactive voice response system, comprising the steps of:

creating a dynamically selected group based on one or more among area codes, interactive voice response system locations, and call types, subject to an override message;

generating and storing an override message and an associated override message status in a database accessible by a user interface; and

presenting the override message only to callers of members of the dynamically selected group in response to a call into an interactive voice response system coupled to the database as dynamically controlled by criteria set in the database.

11. The method of claim 10, wherein the method further comprises the step of monitoring the status of override messages remotely on the communication network in real time.

12. The method of claim 11, wherein the step of monitoring is done by one among a network operating center, an enterprise telecom system coupled to the network operating center, and a remote authorized user coupled to the network operating center enabling the monitoring in real time of the status of override messages.

13. The method of claim 11, wherein the step of monitoring is done by one among a network operating center and an enterprise telecom system coupled to the network operating center, enabling the monitoring in real time of the status of override messages by one or more call centers coupled to the enterprise telecom system

14. The method of claim 11, wherein the step of creating the dynamically selected group is done by selecting at least one among an area code, a grouping of area codes, a telephone number, a group of phone numbers with a predetermined prefix, a call type selected among a phone number, an email address or group of email addresses, an IP address or group of IP addresses, a DSL service line, a cable service line, and a domain name or a group of domain names.

15. The method of claim 11, wherein the step of monitoring comprises the step of viewing a geographically selectable graphical user interface.

16. A computer readable storage medium, the storage medium comprising computer instructions for:

creating a dynamically selected group based on one or more among area codes, interactive voice response system locations, and call types, subject to an override message; and

generating and storing an override message and an associated override message status in a database accessible by a user interface that are only presented callers of members of the dynamically selected group in response to a call into an interactive voice response system coupled to the database as dynamically controlled by criteria set in the database.

17. The storage medium of claim 16, wherein the storage medium further comprises computer instructions for monitoring the status of override messages remotely on the communication network in real time.

18. The storage medium of claim 17, wherein the storage medium is further programmed to perform the step of monitoring by using one among a network operating center, an enterprise telecom system coupled to the network operating center, and a remote authorized user coupled to the network operating center enabling the monitoring in real time of the status of override messages.

19. The storage medium of claim 16, wherein the storage medium is further programmed to create the dynamically selected group by selecting at least one among an area code, a grouping of area codes, a telephone number, a group of phone numbers with a predetermined prefix, a call type selected among a phone number, an email address or group of email addresses, an IP address or group of IP addresses, a DSL service line, a cable service line, and a domain name or a group of domain names.

20. The storage medium of claim 17, wherein the storage medium is further programmed to monitor by viewing a geographically selectable graphical user interface.