Distributed system for call processing

• US 5,878,117 A
• Filed: 06/11/1997
• Issued: 03/02/1999
• Est. Priority Date: 07/29/1993
• Status: Expired due to Term

• Current Assignee: Nuance Communications, Inc. (Microsoft Corporation)
• Original Assignee: International Business Machines Corporation
• Inventors: Pickering, John Brian, Cook, Jonathan, Minakami, Michael Ken, Hulse, Brian
• Primary Examiner(s): WEAVER, SCOTT LOUIS
• Application Number:
  US08/872,703
• Time in Patent Office: 629 Days
• Field of Search: 379/67, 379/88, 379/89, 379/90.01, 379/201, 379/207, 379/216, 379/219, 379/225, 379/269, 379/67.1, 379/88.01, 379/88.07, 379/88.16, 379/88.17, 370/389, 370/473, 370/474
• US Class Current: 379/88.01
• CPC Class Codes: H04M 2201/40 using speech recognition
• CPC Class Codes: H04M 2201/60 Medium conversion
• 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 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04Q 3/0029 Provisions for intelligent networking
• CPC Class Codes: H04Q 3/54566 Intelligent peripherals, adjunct processors

Abstract

A method and system for processing a telephone call in a distributed system comprising a voice response unit and a resource server connected by a local area network; wherein the voice response unit utilizes one or more digital trunks, each of the trunks having a plurality of telephone lines, and wherein the resource server includes a voice recognition system. The method and system comprise demultiplexing an incoming signal, aggregating the incoming telephone signal into a succession of voice data packets, transmitting the packets over the local area network, performing a voice recognition function on the succession of packets, and transmitting the recognized text over the local area network.

Claims

1. A method of processing a telephone call in a distributed system comprising a voice response unit and a resource server connected by a local area network (LAN), wherein the voice response unit is interfaced to a telephone network by one or more digital trunks, each comprising a plurality of telephone lines, and said resource server includes a voice recognition system, said method comprising the steps of:

demultiplexing at the voice response unit an incoming telephone signal for a telephone line from said one or more digital trunks;

aggregating the incoming telephone signal into a succession of voice data packets;

transmitting the succession of voice data packets over the LAN to the resource server;

performing a voice recognition function on the succession of voice data packets at the resource server using said voice recognition system to generate recognized text;

and transmitting the recognized text over said LAN from the resource server back to the voice response unit.

2. The method of claim 1, wherein said voice recognition system is installed on a processing card in the resource server.

3. The method of claim 2, wherein said processing card is incompatible with the architecture of the voice response unit.

4. The method of claim 1, wherein the voice recognition system is a software component on the resource server.

5. The method of claim 1, further comprising the step of transmitting back from the resource server to the voice response unit an acknowledgement for each voice data packet transmitted over the LAN.

6. The method of claim 1, wherein each voice data packet includes a sequence number.

7. The method of claim 1, wherein the resource server includes a resource controller, and the method further comprises the steps of:

sending a request for an available channel from the voice response unit to the resource controller;

assigning the telephone call to the available channel;

and closing the channel when it is no longer required.

8. The method of claim 7, wherein the remote resource can handle multiple different telephone calls simultaneously, each of which is assigned its own channel.

9. The method of claim 1, wherein said voice data packets are in mu law or A law format.

10. A distributed system for processing a telephone call over a telephone network comprising a voice response unit and a resource server connected by a local area network (LAN), wherein:

the voice response unit includes means for interfacing to the telephone network by one or more digital trunks, each comprising a plurality of telephone lines;

means for demultiplexing an incoming telephone signal for a telephone line from said one or more digital trunks;

means for aggregating the incoming telephone signal into a succession of voice data packets; and

means for transmitting the succession of voice data packets over the LAN to the resource server;

and the resource server includes a voice recognition system for performing a voice recognition function on the succession of voice data packets to generate recognized text; and

means for transmitting the recognized text over said LAN from the resource server back to the voice response unit.