Voice response system with automated data transfer

• US 5,164,981 A
• Filed: 06/04/1990
• Issued: 11/17/1992
• Est. Priority Date: 06/04/1990
• Status: Expired due to Term

• Current Assignee: Aspect Software Incorporated
• Original Assignee: Davox Corporation (Aspect Software Incorporated)
• Inventors: Mitchell, James, Strandberg, Malcom B.
• Primary Examiner(s): BROWN, THOMAS
• Application Number:
  US07/532,453
• Time in Patent Office: 897 Days
• Field of Search: 379/88, 379/67, 379/89, 379/84, 379/91, 379/97, 379/212, 379/214, 379/218, 379/96
• US Class Current: 379/88.01
• CPC Class Codes: H04M 3/4933 with operator assistance
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

A voice response system for providing interactive data exchange between an outside party, an operator and one or more data bases wherein a voice path switch initially connects an outside party to a database through a voice response unit. The voice response unit provides digitized voice prompts and questions to the outside party. The outside party responds to the prompts by entering selected numbers on a telephone touchtone keypad. The voice response unit then converts data from the database to voice signals recognizable by the outside party. The voice response unit or the outside party may selectively transfer the transaction to a human operator. In addition to providing transfer of voice signals from the voice response system to an operator, the system provides the operator with a list of information transacted thus far between the outside party and the voice response unit. The system also includes a workstation programmable function feature which performs a selected task upon the occurrence of a predetermined event such as receiving data at the operator workstation or removing or replacing the operator telephone handset.

Claims

1. A voice response system providing interactive data exchange between a plurality of outside parties utilizing a plurality of outside telephone apparatus, a voice response unit, at least one operator terminal and at least one data base, comprising:

a voice response unit, responsive to telephone signals received from said plurality of outside telephone apparatus, for converting at least a portion of said received telephone signals to data signals, said data signals facilitating interactive data exchange between each of said plurality of outside parties utilizing said plurality of outside telephone apparatus and said at least one data base;

for providing human recognizable audio output signals to said plurality of outside parties in response to data provided by said at least one data base and said telephone signals received from said plurality of outside telephone apparatus; and

for storing a plurality of interactive data exchange records, each of said interactive data exchange records representing at least a portion of the interactive data exchange between one of said plurality of outside parties and said at least one data base;

a voice path switch, responsive to said voice response unit and to said telephone signals, for selectively connecting said telephone signals received from said plurality of outside parties utilizing said plurality of outside telephone apparatus to one of an operator terminal and said voice response unit dependent upon whether operator assistance is required for each of said plurality of outside parties;

at least one operator terminal, for transmitting and receiving telephone signals to and from at least one outside party utilizing at least one outside telephone apparatus and requiring operator assistance, and for transmitting and receiving data signals to and from said voice response unit and said at least one data base; and

means responsive to said voice responsive unit and said at least one operator terminal, for selectively providing a first data signal path between said voice response unit and said at least one data base, for providing a second data signal path between said voice response unit and said at least one operator terminal, said second data signal path between said voice response unit and said at least one operator terminal for providing to said at least one operator terminal at least a portion of a selected interactive data exchange record stored by said voice response unit, said selected interactive data exchange record associated with telephone signals of said at least one outside party requiring operator assistance and presently selectively connected to said at least one operator terminal by said voice path switch and, said means further selectively providing a third data signal path between said at least one operator terminal and said at least one data base, for facilitating interactive data exchange between said at least one operator terminal and data stored on said at least one data base regarding said at least one outside party requiring operator assistance.

2. The system of claim 1 wherein said voice response unit includes said at least one data base.

3. The system of claim 1 further including at least one host system including said at least one data base.

4. The system of claim 1 wherein said means for providing said first, second and third data signal paths includes s data controller, for selectively connecting said voice response unit, said at least one data base and said at least one operator terminal, according to control signals provided by said voice response unit and said at least one operator terminal.

5. The system of claim 3 wherein said voice response unit receives said data from said at least one host system.

6. The system of claim 1 wherein said voice path switch includes a private branch exchange (PBX).

7. The system of claim 1 wherein said voice response unit includes said voice path switch.

8. The system of claim 4 wherein said at least one operator terminal is responsive to at least one user definable workstation programmable function, operative for automatically performing a selected task upon the occurrence of a predetermined event.

9. The system of claim 8 wherein said predetermined event includes receipt of specified data signals by said at least one operator terminal from said voice response unit.

10. The system of claim 9 wherein said selected task includes obtaining selected data from one of any a plurality of coupled data bases.

11. The system of claim 10 wherein obtaining selected data from any one of a plurality of coupled data bases includes obtaining selected data from said at least one data base.

12. The system of claim 8 wherein said predetermined event includes the termination of receipt of telephone signals by said operator terminal from said outside telephone apparatus.

13. The system of claim 8 wherein said at least one operator terminal includes an operator telephone apparatus.

14. The system of claim 13 wherein said predetermined event includes the answering and hanging up of said operator telephone apparatus.

15. The system of claim 14 wherein said selected task includes informing said voice response unit of operator terminal availability.

16. The system of claim 14 wherein said selected task includes writing selected data to said at least one data base.

17. The system of claim 8 wherein said predetermined event includes the receipt of a predetermined terminal key signal from said at least one operator terminal.

18. The system of claim 3 wherein said voice response unit provided interactive data exchange between said at least one host system and said plurality of outside telephone apparatus.

19. The system of claim 1 wherein said voice response unit provides voice prompts to said plurality of outside telephone apparatus.

20. The system of claim 1 wherein said at least one operator terminal displays said selected interactive data exchange record received from said voice response unit.

21. The system of claim 20 wherein said selected interactive data exchange record received from said voice response unit and additional data regarding said at least one outside party requiring operator assistance received from said at least one data base are displayed simultaneously on a single display screen of said operator terminal.

22. The system of claim 1 further including a plurality of operator terminals;

and

wherein said voice response unit is adapted for selecting an available operator terminal from said plurality of operator terminals.

23. The system of claim 4 wherein said voice response unit provides said at least one operator terminal with said telephone signals and said selected interactive data exchange record prior to said data controller selectively connecting said at least one outside party requiring operator assistance with said at least one operator terminal.

24. The system of claim 4 wherein said data controller includes a protocol converter, for providing communication between any two of said at least one data base, said voice response unit and said at least one operator terminal.

25. The system of claim 24 wherein said protocol converter provides a conversion between asynchronous and synchronous data signals.

26. The system of claim 8 wherein said at least one work station programmable function is stored in a memory storage unit.

27. The system of claim 26 wherein said at least one operator terminal receives said at least one work station programmable function from said memory storage unit.

28. The system of claim 27 wherein said memory storage unit is located in said data controller.

29. A voice response system providing interactive data exchange between a plurality of outside parties utilizing a plurality of outside telephone apparatus, a voice response unit, at least one operator terminal and at least one host system, comprising:

a voice response unit coupled to said at least one host system, and responsive to telephone signals received from said plurality of outside telephone apparatus, for converting at least a portion of said received telephone signals to data signals, said data signals facilitating interactive data exchange between each of said plurality of outside parties utilizing said plurality of outside telephone apparatus and said at least one host system, for providing human recognizable audio output signals to said plurality of outside parties in response to data provided by said at least one host system and telephone signals received from said plurality of outside telephone apparatus; and

for storing a plurality of interactive data exchange records, each of said interactive data exchange records representing at least a portion of the interactive data exchange between one of said plurality of outside parties and said at least one host system;

a voice path switch, responsive to said voice response unit and to said telephone signals, for selectively connecting said telephone signals received from said plurality of outside parties utilizing said plurality of outside telephone apparatus to one of an operator terminal and said voice response unit dependent upon whether operator assistance is required for each of said plurality of outside parties;

at least on operator terminal, for transmitting and receiving telephone signals to and from at least one outside party utilizing at least on outside telephone apparatus and requiring operator assistance, and for transmitting and receiving data signals to and from said voice response unit and said at least one host system; and

a data controller, responsive to said voice responsive unit and said at least one operator terminal, for selectively connecting said voice response unit, said at least one host system and said at least one operator terminal, according to control signals provided by said voice response unit and said at least one operator terminal, for selectively providing a first data signal path between said voice response unit and said at least one host system, for providing a second data signal path between said voice response unit and said at least one operator terminal, said second data signal path between said voice response unit and said at leas one operator terminal for providing to said at least one operator terminal at least a portion of a selected interactive data exchange record stored by said voice response unit, said selected interactive data exchange record associated with telephone signals of said at least one outside party requiring operator assistance and presently selectively connected to said at least one operator terminal by said voice path switch and, said data controller further selectively providing a third data signal path between said at least one operator terminal and said at least one host system, for facilitating interactive data exchange between said at least one operator terminal and data stored on said at least one host system, said data associated with said at least on outside party selectively connected to said operator terminal and requiring operator assistance.

30. A voice response system providing interactive data exchange between a plurality of outside parties utilizing a plurality of outside telephone apparatus, a voice response unit, at least one operator terminal and at least one data base, comprising:

a voice response unit, responsive to telephone signals received from said plurality of outside telephone apparatus, for converting at least a portion of said received telephone signals to data signals, said data signals facilitating interactive data exchange between each of said plurality of outside parties utilizing said plurality of outside telephone apparatus and said at least one data base;

for providing human recognizable audio output signals to said plurality of outside parties in response to data provided by said at least one data base and said telephone signals received from said plurality of outside telephone apparatus; and

for storing a plurality of interactive data exchange records, each of said interactive data exchange records representing at least a portion of the interactive data exchange between one of said plurality of outside parties and said at least one data base;

a voice path switch, responsive to said voice response unit and to said telephone signals, for selectively connecting said telephone signals received from said plurality of outside parties utilizing said plurality of outside telephone apparatus to one of an operator terminal and said voice response unit dependent upon whether operator assistance is required for each of said plurality of outside parties;

at least one operator terminal, for transmitting and receiving telephone signals to and from at least one outside party utilizing at least one outside telephone apparatus and requiring operator assistance, and for transmitting and receiving data signals to and from said voice response unit and said at least one data base, and wherein said at least one operator terminal includes at least one workstation programmable function, operative for automatically performing a selected task upon the occurrence of a predetermined event; and

means, responsive to said voice responsive unit and said at lease one operator terminal, for selectively providing a first data signal path between said voice response unit and said at least one data base, for providing a second data signal path between said voice response unit and said at least one operator terminal, said second data signal path between said voice response unit and said at least one operator terminal for providing to said at least one operator terminal at least a portion of a selected interactive data exchange record stored by said voice response unit, said interactive data exchange record associated with telephone signals of said at least one outside party requiring operator assistance and presently selectively connected to said at least one operator terminal by said voice path switch and, said means further selectively providing a third data signal path between said at least one operator terminal and said at least one data base, for facilitating interactive data exchange between said at lease one operator terminal and data stored on said at least one data base regarding said at least one outside party requiring operator assistance.