Dynamic multiple server IVR strings

• US 20100215155A1
• Filed: 02/21/2009
• Published: 08/26/2010
• Est. Priority Date: 02/21/2009
• Status: Active Grant

• Current Assignee: O'Hanlon Limited
• Original Assignee: O'Hanlon Limited
• Inventors: OHanlon, Kenneth Peter
• Granted Patent: US 8,437,453 B2
• Time in Patent Office: Days
• US Class Current: 379/88.40
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• 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 3/5237 Interconnection arrangements between ACD systems

Abstract

The present invention teaches a multiple server based interactive voice response (IVR) system in which individual IVR strings on an index computer are associated with connections to external servers, the IVR system index computer accessible by each individual IVR string'"'"'s self-identification telephone number either from Dialed Number Identification Service (DNIS) information, Automatic Number Identification (ANI) service information, item ID information provided by a caller or a combination thereof. When a call is received to the IVR system index computer, it uses DNIS, ANI and/or item ID information to route the call to string information (outgoing messages, menu options, etc) which might be located the index computer or on a clientele computer. In embodiments, the client business might be able to easily access the information associating options to messages and the message files themselves and change their IVR string without technical support.

Claims

1. A multiple server based interactive voice response (IVR) system for use by a caller with a first telephone not part of the system, the multiple server based IVR comprising:

a general purpose computer programmed with a database of individual IVR strings, each individual IVR string associated with at least a self-identification telephone number and a first server connection to an external server, the multiple server based IVR system telephone accessible by each individual IVR string'"'"'s self-identification telephone number;

a first telephone number identifier operative to receive a first telephone number from a Dialed Number Identification Service (DNIS) when such first telephone calls the multiple server based IVR system at a first one of the self-identification telephone numbers;

the first telephone number identifier further operative to compare the first telephone number received to each of the telephone numbers associated with the individual IVR strings;

the first telephone number identifier operative to activate the first server connection to the external server of the individual IVR string associated with the self-identification telephone number matching the first telephone number.

2. The multiple server based interactive voice response (IVR) system of claim 1, wherein the individual IVR strings each further comprise:

a first greeting message associated with the individual IVR string;

at least one set of at least two individual interactive responses available in the individual IVR string;

a second post-response message associated with the individual IVR string and further associated with at least one of the individual interactive responses;

and wherein the multiple server based IVR system further comprises;

a string executor operative to play the messages of the individual IVR string when the individual IVR string is activated.

3. The multiple server based interactive voice response (IVR) system of claim 2, wherein the individual IVR string messages further comprise:

files of a format selected from the group consisting of;

BREW file format, MP3 format, M4P format, DCT format, VOX format, WMA format, WAV format, GSM format, AAC format, MP4 format, M4A format, MID format, MMF format, OGG format, ATRAC format, RA format, RAM point file, DSS format, MSV formt, DVF format, IVS format, MPC format, FLAC format, AIFF format, a raw file, AU format, IKLAX format, other formats now known or later developed and combinations thereof.

4. The multiple server based interactive voice response (IVR) system of claim 2, wherein the string executor further is a module of the multiple server based interactive voice response (IVR) system.

5. The multiple server based interactive voice response (IVR) system of claim 2, wherein the string executor further is based on the external server of the individual IVR string.

6. The multiple server based interactive voice response (IVR) system of claim 1, wherein the first server connection is a computer network.

7. The multiple server based interactive voice response (IVR) system of claim 6, wherein the computer network is the Internet.

8. The multiple server based interactive voice response (IVR) system of claim 2, further comprising:

at least one association module allowing creation and change of the association of the second post-response message with at least one of the individual interactive responses.

9. The multiple server based interactive voice response (IVR) system of claim 2, wherein:

the database further comprises at least two individual IVR strings both associated with the same self-identification telephone number;

the database further comprises a second telephone number associated with the individual IVR string;

and further comprising a second telephone number identifier operative to receive therein a second telephone number from an Automatic Number Identification (ANI) service when the first telephone calls the multiple server based IVR system;

and wherein the second telephone number identifier is further operative to compare the second telephone number to each of the second telephone numbers associated with the individual IVR strings;

the wherein the connection is further operative to activate the first server connection to the external server of the individual IVR string associated with the second telephone number received from the ANI service as well as the self-identification telephone number matching the first telephone number.

10. A multiple interactive voice response (IVR) system controllable by a non-technical individual IVR system owner, the multiple IVR system comprising:

a database of individual IVR strings, each individual IVR string in turn comprising;

a first telephone number associated with the individual IVR string;

a first greeting message associated with the individual IVR string;

at least one set of at least two individual interactive responses available in the individual IVR string;

a second post-response message associated with the individual IVR string and further associated with at least one of the individual interactive responses;

the database of individual IVR strings further allowing access to each of the telephone numbers associated with the individual IVR strings;

a first telephone number identifier operative to receive a first telephone number from a Dialed Number Identification Service (DNIS) when a first telephone calls the multiple IVR system at the first telephone number;

the first telephone number identifier further operative to compare the first telephone number to each of the telephone numbers associated with the individual IVR strings;

an initiator operative to attach an individual IVR string associated with a telephone number matching the first telephone number;

a connection operative to connect the first telephone to the individual IVR string associated with the telephone number matching the first telephone number;

at least one recording module allowing such non-technical individual IVR system owner to record at least one of the first and second messages without technical assistance.

11. The multiple interactive voice response (IVR) system controllable by a non-technical individual IVR system owner of claim 10, further comprising:

at least one association module allowing such non-technical individual IVR system owner to create and change such association of the second post-response message with at least one of the individual interactive responses.

12. The multiple interactive voice response (IVR) system controllable by a non-technical individual IVR system owner of claim 10, wherein:

the database further comprises at least two individual IVR strings both associated with the same first telephone number;

the database further comprises a second telephone number associated with the individual IVR string;

and further comprising a second telephone number identifier operative to receive therein a second telephone number from an Automatic Number Identification (ANI) service when the first telephone calls the multiple IVR system;

and wherein the second telephone number identifier is further operative to compare the second telephone number to each of the telephone numbers associated with the individual IVR strings;

and wherein the initiator is further operative to attach an individual IVR string associated with the second telephone number;

and wherein the connection is further operative to connect the first telephone to the individual IVR string associated with the telephone number matching the second telephone number received from an ANI service as well as the telephone number matching the first telephone number received from the DNIS.

13. The multiple interactive voice response (IVR) system controllable by a non-technical individual IVR system owner of claim 10, wherein:

the database further comprises a product ID number associated with the individual IVR string;

and further comprising a product ID number identifier operative to query for and receive a product ID number from the first telephone;

and wherein the product ID number identifier is further operative to compare the product ID number to each of the product ID numbers associated with the individual IVR strings;

and wherein the initiator is further operative to attach an individual IVR string associated with the product ID number;

and wherein the connection is further operative to connect the first telephone to the individual IVR string associated with the matching product ID number.