Method of and System for Optimizing Interactive Voice Response Unit Port Utilization

• US 20090041210A1
• Filed: 08/06/2007
• Published: 02/12/2009
• Est. Priority Date: 08/06/2007
• Status: Active Grant

• Current Assignee: International Business Machines Corporation
• Original Assignee: International Business Machines Corporation
• Inventors: Jaiswal, Peeyush, Narayan, Naveen
• Granted Patent: US 8,144,855 B2
• Time in Patent Office: Days
• US Class Current: 379/88.10
• CPC Class Codes: H04M 2201/22 Synchronisation circuits
• 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 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/56 Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities video conference systems H04N7/15

Abstract

A method of and system for optimizing interactive voice response (IVR) unit port utilization starts each call of a plurality of calls on a separate IVR unit port. The method launches an IVR call flow for each call. Each IVR call flow includes a section that is common to all of the call flows. The method conferences together on a single IVR unit port at least some of the plurality of calls for the common section of the call flow by transferring calls to the single IVR unit port when each transferred call reaches the common section. The method synchronizes the calls conferenced together on the single port by inserting into the call flow on the single IVR unit port an on-hold treatment. The method starts the common section of the call flow when all calls have been transferred to the single IVR unit port.

Claims

1. A method of optimizing interactive voice response (IVR) unit port utilization, which comprises:

starting a plurality of calls, each call of said plurality of calls being on a separate IVR unit port; and

,

conferencing together on a single IVR port said plurality of calls.

2. The method as claimed in claim 1, wherein said conferencing comprises:

synchronizing said plurality of calls.

3. The method as claimed in claim 2, wherein said synchronizing comprises:

conferencing together said plurality of calls into an on-hold condition; and

, changing said on-hold condition to a common call flow.

4. The method as claimed in claim 1, further comprising:

providing each call of said plurality of calls with a code for opting out of said conference.

5. The method as claimed in claim 1, further comprising:

maintaining state information for each call of said plurality of calls.

6. The method as claimed in claim 1, wherein said starting said plurality of calls comprises:

receiving each call of said plurality of calls;

assigning said each received call to a separate IVR unit port; and

,

launching an IVR call flow for each received call, said IVR call flow including a common section, each call having a respective position in said call flow.

7. The method as claimed in claim 6, wherein said conferencing together further comprises:

determining said respective position of at least some of said calls; and

,

conferencing together any of said calls determined to be within a predetermined time of reaching said common section.

8. The method as claimed in claim 7, wherein said conferencing together further comprises:

placing a first of said calls to reach said common section on hold;

transferring, to the IVR port assigned to said first of said calls, each other call of said calls determined to be with in said predetermined time as said each other call reaches said common section; and

,

starting said common section when all of said calls determined to be within said predetermined time have been transferred to said IVR port assigned to said first of said calls.

9. The method as claimed in claim 1, wherein said starting said plurality of calls comprises:

placing a plurality of outbound calls;

assigning each of said outbound calls to a separate IVR unit port; and

,

launching an IVR call flow for each outbound call, said IVR call flow including a common section.

10. The method as claimed in claim 9, wherein said conferencing together comprises:

transferring at least some of said outbound calls to a single IVR unit port when each of said at least some of said outbound calls reaches said common section;

maintaining said single IVR port in an on-hold condition until all have said at least some of said outbound calls have been transferred to said single IVR unit port; and

then,

starting said common section on said single IVR unit port.

11. A method of optimizing interactive voice response (IVR) unit port utilization, which comprises:

launching an IVR call flow for a first call on a first port of said IVR unit; and

,

placing said first call on hold when said call flow reaches a common section.

12. The method as claimed in claim 11, further comprising:

transferring a each of a plurality of second calls to said first port when each of said second calls reaches said common section.

13. The method as claimed in claim 12, further comprising:

starting said common section when each of said second calls has been transferred to said first port.

14. The method as claimed in claim 13, further comprising:

providing each call transferred to said first port with an opt out code; and

,

transferring a call on said first port to a second port in response to entry of said opt out code during said common section.

15. An interactive voice response (IVR) system, which comprises:

a plurality of ports;

means for assigning each call of a plurality of calls to a respective port; and

;

means for conferencing together said plurality of calls on one of said ports.

16. The system as claimed in claim 15, further comprising:

means for launching a call flow for each of said calls, each said call flow including a common section.

17. The system as claimed in claim 16, wherein said means for conferencing together said plurality of calls comprises:

means for determining when a call of said plurality of calls reaches said common section; and

,

means for transferring said call to said one of said ports when said call is determined to have reached said common section.

18. The system as claimed in claim 17, further comprising:

means for inserting an on-hold treatment into the call flow for a first call to reach said common section.

19. The system as claimed in claim 18, further comprising:

means for ending said on-hold treatment when all of said calls have been transferred to said one of said ports; and

,

means for starting said common section.