Systems and methods for generating and testing interactive voice response applications

• US 20070140466A1
• Filed: 12/21/2005
• Published: 06/21/2007
• Est. Priority Date: 12/21/2005
• Status: Active Grant

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: MCI Incorporated (Verizon Communications Inc.)
• Inventors: Sharma, Rajesh
• Granted Patent: US 8,019,057 B2
• Time in Patent Office: Days
• US Class Current: 379/235
• 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 for testing an interactive voice response application may include storing a number of files associated with interactive voice response applications. The method may also include receiving a selection from a user, where the selection corresponds to a first one of the files. The files may include a number of prompts and may be stored in a first format. The method may further include accessing the first file and generating a second file based on the first file, where the second file includes links to audio files associated with the prompts and is stored in a second format.

Claims

1. A method for testing an interactive voice response application, comprising:

storing a plurality of files associated with a plurality of interactive voice response applications;

receiving a selection from a first user, the selection corresponding to a first one of the plurality of files and the first file comprising a plurality of prompts and being stored in a first format;

accessing the first file; and

generating a second file based on the first file, the second file including links to audio files associated with the plurality of prompts and being stored in a second format.

2. The method of claim 1, wherein the first file comprises a spreadsheet type file.

3. The method of claim 2, wherein the second file comprises a hypertext markup language file and the links comprise hyperlinks.

4. The method of claim 1, further comprising:

receiving a first input from a second user, the first input identifying the second file; and

displaying text associated with the plurality of prompts to the second user in response to the first input.

5. The method of claim 4, further comprising:

receiving a selection from the second user, the selection corresponding to a first link to a first audio file;

playing the first audio file to the second user; and

simultaneously displaying text associated with the first audio file to the second user when the first audio file is being played.

6. The method of claim 1, further comprising:

providing a user interface to the first user, the user interface being configured to;

allow the first user to select one or more properties associated with displaying the plurality of prompts.

7. The method of claim 6, wherein a first one of the properties allows the first user to select an order in which the plurality of prompts are displayed.

8. The method of claim 7, further comprising:

receiving an input from the first user regarding an order in which the plurality of prompts are to be displayed; and

displaying the plurality of prompts in the selected order.

9. The method of claim 6, wherein the user interface is further configured to:

allow the first user to provide information identifying at least one location where the audio files are stored.

10. The method of claim 9, wherein the generating includes:

providing a link from at least one of the plurality of prompts to the at least one location.

11. The method of claim 6, wherein the user interface is further configured to:

allow the first user to identify a plurality of prompts using a first identifier.

12. The method of claim 11, wherein the first identifier comprises a name, a prefix or a location associated with the plurality of prompts.

13. A system, comprising:

an input device configured to;

receive a first selection from a user, the first selection being associated with an interactive voice response program comprising a plurality of prompts; and

processing logic configured to;

access a first file based on the first selection, the first file being stored in a first format, and

generate a second file using the first file, the second file having a second format and including links to audio files associated with the plurality of prompts.

14. The system of claim 13, wherein the first format comprises a spreadsheet format.

15. The system of claim 14, wherein the second format comprises a hypertext markup language format.

16. The system of claim 13, further comprising:

a display device; and

wherein the input device is further configured to;

receive a second selection from the user, the second selection corresponding to a first link to a first audio file, and wherein the processing logic is further configured to;

access the first audio file based on the second selection, and simultaneously play the first audio file and display text associated with the first audio file on the display device.

17. The system of claim 13, wherein the processing logic is further configured to:

provide a user interface configured to;

allow the user to select one or more properties associated with the plurality of prompts.

18. The system of claim 17, wherein a first one of the properties allows the user to select an order in which the plurality of prompts are to be displayed to the user.

19. The system of claim 17, wherein the user interface is further configured to:

allow the user to provide information identifying at least one location where the audio files are stored.

20. The system of claim 17, wherein the user interface is further configured to:

allow the user to identify a group of prompts using a first identifier.

21. The system of claim 20, wherein the first identifier comprises a name, a prefix or a location associated with the group of prompts.

22. A computer-readable medium having stored thereon a plurality of sequences of instructions, said sequences of instructions including instructions which, when executed by a processor, cause the processor to:

provide a user interface to a user;

receive a first selection via the user interface, the first selection being associated with an interactive voice response program comprising a plurality of prompts;

access a first file based on the first selection, the first file being stored in a first format; and

generate a second file based on the first file, the second file having a second format and including links to audio files associated with the plurality of prompts.

23. The computer-readable medium of claim 22, wherein the first file comprises a spreadsheet type file and the second file comprises a hypertext markup language file.

24. The computer-readable medium of claim 22, wherein the user interface is configured to receive information identifying locations where the audio files associated with the plurality of prompts are stored and when generating the second file, the instructions cause the processor to:

insert links associated with the identified locations into the second file, wherein a link for a first audio file associated with a first prompt is inserted in an area corresponding to text associated with the first prompt.

25. The computer-readable medium of claim 22, including instructions for further causing the processor to:

receive a second selection via the user interface, the second selection corresponding to a first link to a first audio file;

access the first audio file based on the second selection; and

simultaneously play the first audio file and output text corresponding to the first audio file for display on a display device.

26. The computer-readable medium of claim 22, wherein the user interface is configured to:

allow the user to select one or more properties associated with the plurality of prompts.

27. The computer-readable medium of claim 26, wherein the instructions further cause the processor to:

display the plurality of prompts in an order based on a second selection received via the user interface.

28. The computer-readable medium of claim 22, wherein the instructions further cause the processor to:

retrieve a first group of prompts in response to receiving an identifier via the user interface.

29. A system, comprising:

means for providing a user interface;

means receive a first selection via the user interface, the first selection being associated with an interactive voice response program comprising a plurality of prompts;

means for accessing a first file based on the first selection, the first file being stored in a first format; and

means for generating a second file using the first file, the second file having a second format and including links to audio files associated with the plurality of prompts.