Intelligent Reusable Dialog Components for Converged Dialog and Session Control

• US 20080084989A1
• Filed: 09/22/2006
• Published: 04/10/2008
• Est. Priority Date: 09/22/2006
• Status: Abandoned Application

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Dhanakshirur, Girish
• Application Number:
  US11/534,331
• Publication Number:
  US 20080084989A1
• Time in Patent Office: Days
• US Class Current: 379/309
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

A method of handling calls within an interactive voice response system. The method can include conducting a dialog with a calling party over an established call and, during the dialog, determining that an agent is available. The method further can include interrupting the dialog and, based upon a response from the calling party, selectively terminating the dialog and transferring the call to the agent.

Claims

1. A method of handling calls within an interactive voice response system comprising:

conducting a dialog with a calling party over an established call;

during the dialog, determining that an agent is available;

interrupting the dialog; and

based upon a response from the calling party, selectively terminating the dialog and transferring the call to the agent.

2. The method of claim 1, wherein conducting a dialog further comprises:

routing the call to an automatic call distributor;

determining that no agent is available; and

registering a Session Initiation Protocol (SIP) servlet for receiving agent availability events from the automatic call distributor.

3. The method of claim 2, wherein conducting a dialog further comprises:

launching a voice browser session; and

a hypertext transfer protocol (HTTP) servlet that hosts a reusable dialog component launching the reusable dialog component, wherein the reusable dialog component provides voice markup language for use with the voice browser session to implement the dialog.

4. The method of claim 3, wherein determining that an agent is available further comprises:

the SIP servlet receiving an event indicating that the agent is available, wherein the event originates from the automatic call distributor;

the HTTP servlet receiving a notification of the availability of the agent from the SIP servlet; and

the reusable dialog component receiving a notification of the availability of the agent from the HTTP servlet.

5. The method of claim 4, wherein interrupting the dialog further comprises the reusable dialog component, responsive to receiving the event from the HTTP servlet, generating voice markup language for use in the voice browser session to prompt the calling party as to the availability of the agent.

6. The method of claim 5, wherein selectively terminating the dialog and transferring the call to the agent further comprises the reusable dialog component terminating the dialog based upon a response from the calling party.

7. The method of claim 6, wherein selectively terminating the dialog and transferring the call to the agent further comprises:

the reusable dialog component notifying the SIP servlet that the dialog is terminated and requesting that the SIP servlet continue the call; and

the SIP servlet proxying the call to the automatic call distributor for routing to the agent.

8. The method of claim 7, further comprising providing data collected by the reusable dialog component to a client system associated with the agent.

9. A call handling system comprising:

an automated call distributor configured to detect agent availability and generate agent availability events;

a Hypertext Transfer Protocol (HTTP) servlet hosting at least one reusable dialog component; and

a Session Initiation Protocol (SIP) servlet that provides agent availability events from the automated call distributor to the reusable dialog component;

wherein, responsive to receiving an agent availability event, the reusable dialog component, during an ongoing dialog conducted over an established call, causes an audible notification of the event to be provided over the established call.

10. The call handling system of claim 9, wherein the reusable dialog component comprises a listener object configured to receive the agent availability event and a callback object configured to notify the SIP servlet that the ongoing dialog has been terminated and request that the SIP servlet route the call to the automated call distributor for transfer to an available agent.

11. The call handling system of claim 10, wherein the reusable dialog component, responsive to the agent availability event generates voice markup language that, when executed by a voice browser, interrupts the ongoing dialog to query whether the call is to be transferred to an available agent.

12. The call handling system of claim 11, wherein the SIP servlet selectively routes the call to the automated call distributor according to an instruction received from the reusable dialog component, wherein the instruction is determined according to user input received over the call.

13. A computer program product comprising a computer usable medium having a computer readable program, wherein the computer readable program, when executed on a computer, causes the computer to perform the steps of:

conducting a dialog with a calling party over an established call;

determining that an agent is available during the dialog;

interrupting the dialog; and

selectively terminating the dialog and transferring the call to the agent based upon a response from the calling party.

14. The computer program product of claim 13, wherein conducting a dialog further comprises:

routing the call to an automatic call distributor;

determining that no agent is available; and

registering a Session Initiation Protocol (SIP) servlet for receiving agent availability events from the automatic call distributor.

15. The computer program product of claim 14, wherein conducting a dialog further comprises:

launching a voice browser session; and

a hypertext transfer protocol (HTTP) servlet that hosts a reusable dialog component launching the reusable dialog component, wherein the reusable dialog component provides voice markup language for use with the voice browser session to implement the dialog.

16. The computer program product of claim 15, wherein determining that an agent is available further comprises:

the SIP servlet receiving an event indicating that the agent is available, wherein the event originates from the automatic call distributor;

the HTTP servlet receiving a notification of the availability of the agent from the SIP servlet; and

the reusable dialog component receiving a notification of the availability of the agent from the HTTP servlet.

17. The computer program product of claim 16, wherein interrupting the dialog further comprises the reusable dialog component, responsive to receiving the event from the HTTP servlet, generating voice markup language for use in the voice browser session to prompt the calling party as to the availability of the agent.

18. The computer program product of claim 17, wherein selectively terminating the dialog and transferring the call further comprises the reusable dialog component terminating the dialog based upon a response from the calling party.

19. The computer program product of claim 18, wherein selectively transferring the call further comprises:

the reusable dialog component notifying the SIP servlet that the dialog is terminated and requesting that the SIP servlet continue the call; and

the SIP servlet proxying the call to the automatic call distributor for routing to the agent.

20. The computer program product of claim 19, further causing the computer to provide data collected by the reusable dialog component to a client system associated with the agent.