Integrated voice messaging/voice response system

• US 5,179,585 A
• Filed: 01/16/1991
• Issued: 01/12/1993
• Est. Priority Date: 01/16/1991
• Status: Expired due to Fees

• Current Assignee: Octel Communications Corp. (Nokia Corporation)
• Original Assignee: Octel Communications Corp. (Nokia Corporation)
• Inventors: Andre, Stephen M., Fang, Shin-Jou, MacMillan, Duncan J. S. Jr., Davis, Lee A.
• Primary Examiner(s): BROWN, THOMAS
• Application Number:
  US07/642,013
• Time in Patent Office: 727 Days
• Field of Search: 379/67, 379/88, 379/89, 379/97, 379/212, 379/214, 379/201
• US Class Current: 379/88.01
• 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 3/533 Voice mail systems

Abstract

An integrated voice messaging/interactive voice response system in which information given by a caller or known to a system database could be transferred among various application modules of the system is provided. The information is passed in the form of parameters in messages sent by one system module to another.

Claims

1. An interactive voice processing system comprising:

interface means for connecting said interactive voice processing system to one or more incoming telephone lines, through each of which a caller engages in a respective call session with said system;

a plurality of voice processing modules, each performing a respective voice processing feature; and

a voice response processor linking said interface means to said voice processing modules;

wherein;

at least one of said voice processing modules gathers data from said caller;

said caller transfers among said voice processing modules; and

said voice response processor passes at least a portion of said gathered data from said at least one of said voice processing modules to other of said voice processing modules when input by said caller results in a transfer among said voice processing modules.

2. The interactive voice processing system of claim 1 further comprising a host computer, wherein at least one of said voice processing modules is a voice response module connected to said host computer for processing data entered into said voice response module by said caller.

3. The interactive voice processing system of claim 2 wherein, in addition to said at least a portion of said gathered data, data related to said caller and previously known to said host computer are passed to said other of said voice processing modules.

4. The interactive voice processing system of claim 2 wherein:

said host computer supports a database;

said data entered by said caller comprise queries of said database; and

said voice response module formats said data entered by said caller into query messages recognizable by said host computer, transmits said query messages to said host computer, receives responses to said query messages from said host computer, and provides voice responses to said queries to said caller.

5. The interactive voice processing system of claim 1 further comprising means associated with said voice response processor for informing a caller, when said caller transfers from one of said voice processing modules to another of said voice processing modules, that said at least a portion of said gathered data has been transferred to said another of said voice processing modules.

6. The interactive voice processing system of claim 1 wherein:

at least two of said voice processing modules are audio response modules;

when said caller is connected to a first of said audio response modules, said first audio response module collects audio data from said caller; and

when said caller transfers to a second of said audio response modules, said voice response processor passes at least a portion of said audio data to said second audio response module.

7. The interactive voice processing system of claim 6 wherein:

said first audio response module is a voice form module and said collected audio data includes the name of said caller;

said second audio response module is a call transfer module for transferring said call to a person; and

when said caller is transferred to said person by said call transfer module, a portion of said collected audio data including at least said name is announced to said person before said caller is connected to said person.

8. The interactive voice processing system of claim 6 wherein:

said first audio response module is a voice form module and said collected audio data includes the name of said caller;

said second audio response module is a voice messaging module for recording voice messages in electronic mailboxes assigned to particular individuals; and

when said caller is transferred to one of said electronic mailboxes by said voice messaging module, a portion of said collected audio data including at least said name is entered into said mailbox as an introduction before said caller is connected to said mailbox.

9. The interactive voice processing system of claim 1 wherein:

at least two of said voice processing modules are digital response modules;

when said caller transfers to a first of said digital response modules, said first digital response module collects digital data from said caller; and

when said caller transfers to a second of said digital response modules, said voice response processor passes at least a portion of said digital data to said second digital response module.

10. The interactive voice response system of claim 1 wherein:

said incoming telephone lines are directed to said system by one of (a) a telephone company central office and (b) a private branch exchange;

one or more of said incoming telephone lines are assigned to particular destinations;

said system is integrated with said one of (a) said telephone company central office and (b) said private branch exchange, such that said system associates an incoming call with one of said destinations; and

said voice response processor passes said destination to at least one of said voice processing modules when input by said caller results in a transfer among said voice processing modules.