Asynchronous event handling for video streams in interactive voice response systems

• US 20070036293A1
• Filed: 07/25/2005
• Published: 02/15/2007
• Est. Priority Date: 03/10/2005
• Status: Active Grant

• Current Assignee: Arlington Technologies, LLC (Dominion Harbor Enterprises, LLC)
• Original Assignee: Avaya Technology Corporation Miami Lakes FLA US
• Inventors: Skiba, David, Matula, Valentine, Erhart, George
• Granted Patent: US 7,949,106 B2
• Time in Patent Office: Days
• US Class Current: 379/88.160
• CPC Class Codes: H04M 2201/50 Telephonic communication in combination with video communication
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• 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
• CPC Class Codes: H04M 7/0039 where the data service is provided by a stream of packets which are rendered in real time by the receiving terminal network streaming of media packets H04L65/60

Abstract

A method and apparatus are disclosed for enabling an interactive voice response (IVR) system to deliver a video stream to a telecommunications terminal and handle events related to the video stream. In particular, the illustrative embodiment overcomes two disadvantages of the prior art. First, the illustrative embodiment enables events to be generated and caught by a script of an IVR system at any time during a call. Second, the illustrative embodiment enables events to be handled in parallel with the execution of a script of the IVR system, thereby enabling the performing of actions response to a stream-related event without halting or interfering with other tasks of the IVR script.

Claims

1. A method comprising:

receiving a signal at an interactive voice response system during a call that involves said interactive voice response system and a telecommunications terminal, wherein said signal is associated with a content stream that is delivered to said telecommunications terminal during said call, and wherein said interactive voice response system executes an application to handle said call; and

performing an action at said interactive voice response system in response to said signal;

wherein the performing of said action is concurrent with the execution of said application.

2. The method of claim 1 further comprising:

generating at said interactive voice response system an event that is based on said signal; and

catching said event in said application of said interactive voice response system.

3. The method of claim 2 wherein the catching of said event and the performing of said action is specified by a script of said application that contains one or both of Voice extensible Markup Language and Speech Application Language Tags.

4. The method of claim 1 wherein the performing of said action is in a separate thread of said application.

5. The method of claim 1 wherein said application is for collecting input from said telecommunications terminal during said call;

and wherein the performing of said action does not halt the collecting of said input.

6. The method of claim 1 wherein said signal is a Session Initiation Protocol message that is sent by said telecommunications terminal.

7. The method of claim 1 wherein said signal comprises a command from the user of said telecommunications terminal for controlling playback of said content stream.

8. The method of claim 1 wherein said signal is received from a content server that delivers said content stream to said telecommunications terminal.

9. The method of claim 8 wherein said signal indicates one of:

(i) the start of playback of said content stream, and (ii) the completion of playback of said content stream.

10. The method of claim 1 wherein said signal indicates that quality of service for said content stream is below a threshold.

11. The method of claim 1 wherein said signal specifies the current playback position of said content stream.

12. The method of claim 1 wherein said action is for one or both of:

stopping said content stream, and queueing another content stream.

13. The method of claim 1 wherein said action comprises logging temporal information associated with playback of said content stream.

14. A method comprising:

catching an event in a script of an interactive voice response system, wherein said event is associated with a content stream that is delivered to a telecommunications terminal during a call that involves said telecommunications terminal and an interactive voice response system;

spawning a thread that performs an action in response to said event; and

interpreting one or more lines of code of said script during the execution of said thread.

15. The method of claim 14 wherein said event is associated with one of:

(i) the start of playback of said content stream, and (ii) the completion of playback of said content stream.

16. The method of claim 14 wherein said event is associated with quality of service for said content stream.

17. The method of claim 14 wherein said event is associated with a user command for controlling playback of said content stream.

18. The method of claim 14 wherein said script contains one or both of Voice extensible Markup Language and Speech Application Language Tags.

19. A method comprising:

catching an event in a markup-language script;

spawning a thread in response to said event; and

interpreting one or more lines of code of said markup-language script during the execution of said thread.

20. The method of claim 19 wherein said markup-language script is for handling a call that involves an interactive voice response system, and wherein said markup-language script contains one or both of Voice extensible Markup Language and Speech Application Language Tags.