Enhanced multi-lingual prompt management in a voice messaging system with support for speech recognition

• US 6,058,166 A
• Filed: 10/06/1997
• Issued: 05/02/2000
• Est. Priority Date: 10/06/1997
• Status: Expired due to Term

• Current Assignee: Unisys Corporation
• Original Assignee: Unisys Corporation
• Inventors: Landolt, David R., Osder, Barbara E., Luzeski, Steven, Capriotti, Steven J., Freiman, Alex
• Primary Examiner(s): WEAVER, SCOTT LOUIS
• Application Number:
  US08/944,924
• Time in Patent Office: 939 Days
• Field of Search: 379/67.1, 379/88.01, 379/88.05, 379/88.06, 379/88.08, 379/88.16, 379/88.22, 704/270, 704/275, 704/258
• US Class Current: 379/88.22
• 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

Abstract

A plurality of subsets of prompt definitions associated with a particular language are stored in a memory for access by a system, such as a voice messaging system, that plays prompts according to such prompt definitions during execution of a call flow. Subsets can be created that contain prompt definitions that apply during only parts of the call flow, and different subsets can contain modified forms of the prompt definitions in other subsets. One of the subsets is designated as a base subset. During execution of a call flow, in addition to the base subset, one of the other subsets can be designated as an alternate subset. After that point in the call flow, the system responds to a request to play a particular prompt by first searching the alternate subset to determine whether it contains a prompt definition for the requested prompt, and if so, plays the prompt according to the prompt definition in that alternate subset. If the alternate subset does not contain a prompt definition for the requested prompt, then the system searches the base subset for a prompt definition for the requested prompt and, if found, plays the prompt according to the prompt definition in the base subset. By creating subsets that contain only those prompts that apply during particular parts of a call flow, both memory and disk storage requirements are reduced.

Claims

1. A method for playing prompts during execution of a call flow of a network application, comprising the steps of:

storing a plurality of subsets of prompt definitions associated with a particular language, each subset containing prompt definitions for prompts to be played during the call low, one of said subsets being designated as a base subset;

designating, at a point in the call flow, one of said subsets of prompt definitions, other than the base subset, as an alternate subset; and

thereafter,

in response to a request to play a particular prompt, first searching the alternate subset to determine whether it contains a prompt definition for the requested prompt, and if so, playing the prompt according to the prompt definition in the alternate subset, but if the alternate subset does not contain a prompt definition for the requested prompt, then searching the base subset for a prompt definition for the requested prompt and playing the prompt according to the prompt definition in the base subset.

2. The method recited in claim 1 wherein at least one of the subsets contains prompt definitions for prompts to be played during only a part of the call flow.

3. The method recited in claim 1 wherein each of said subsets of prompt definitions has an identification code (ID) associated therewith, and wherein said step of designating one of the subsets as an alternate subset comprises specifying the ID associated with that subset.

4. The method recited in claim 1 wherein the prompt definitions in the base subset and in each of the other subsets has an identification code (ID) associated therewith.

5. The method recited in claim 4 wherein some of the prompt definitions in said other subsets have the same ID as a corresponding prompt definition in the base subset.

6. The method recited in claim 4 wherein said step of first searching the alternate subset to determine whether it contains a prompt definition for the requested prompt, comprises searching the alternate subset to determine whether it contains a prompt definition having the ID of the requested prompt.

7. The method recited in claim 1 wherein at least one of the prompt definitions in one of the subsets other than the base subset comprises a modified form of a corresponding prompt definition in the base subset.

8. The method recited in claim 7 wherein the prompt definitions in the base subset and in each of the other subsets has an identification code (ID) associated therewith, and wherein said at least one prompt definition in said one subset has the same ID as the prompt definition in the base subset to which it corresponds.

9. The method recited in claim 1, further comprising the step of designating, at a different point in the call flow, a different one of the subsets as the alternate subset.

10. The method recited in claim 1, further comprising the step of storing an other plurality of subsets of prompt definitions associated with an other language, each subset associated with said other language containing prompt definitions for prompts to be played during the call flow, one of said subsets associated with said other language being designated as a base subset for that language.

11. The method recited in claim 10, further comprising the step of selecting one of said languages prior to performing said designating, searching and playing steps, said designating, searching and playing steps thereafter being performed using the base subset and other subsets associated with the selected language.

12. The method recited in claim 10 wherein each of said languages is assigned a unique language identifier, and wherein the plurality of subsets of prompt definitions associated with each of said languages is assigned the unique language identifier for that language.

13. A system for executing network applications in which prompts are played at various points of a call flow in accordance with prompt definitions that specify how the prompts are to be played, comprising:

a memory containing a plurality of subsets of prompt definitions associated with a particular language, each subset containing prompt definitions for prompts to be played during the call flow, one of said subsets being designated as a base subset,

means for designating, at a point in the call flow, one of said subsets of prompt definitions, other than the base subset, as an alternate subset; and

means, responsive to a request to play a particular prompt, for first searching the alternate subset to determine whether it contains a prompt definition for the requested prompt, and if so, playing the prompt according to the prompt definition in the alternate subset, but if the alternate subset does not contain a prompt definition for the requested prompt, then searching the base subset for a prompt definition for the requested prompt and playing the prompt according to the prompt definition in the base subset.

14. The system recited in claim 13 wherein the base subset and each of said other subsets of prompt definitions has an identification code (ID) associated therewith, and wherein the system further comprises a memory containing a stored table indicating the ID associated with each stored subset of prompt definitions.

15. The system recited in claim 13 wherein the prompt definitions in the base subset and in each of the other subsets has an identification code (ID) associated therewith.

16. The system recited in claim 14 wherein some of the prompt definitions in said other subsets have the same ID as a corresponding prompt definition in the base subset.

17. The system recited in claim 13 wherein at least one of the prompt definitions in one of the subsets other than the base subset comprises a modified form of a corresponding prompt definition in the base subset.

18. The system recited in claim 17 wherein the prompt definitions in the base subset and in each of the other subsets has an identification code (ID) associated therewith, and wherein said at least one prompt definition in said one subset has the same ID as the prompt definition in the base subset to which it corresponds.

19. The system recited in claim 13, wherein there is further stored in said memory, an other plurality of subsets of prompt definitions associated with an other language, each subset associated with said other language containing prompt definitions for prompts to be played during the call flow, one of said subsets associated with said other language being designated as a base subset for said other language.

20. The system recited in claim 19, wherein one of said languages is selected at a point in the call flow, said means for designating and said means for searching and playing thereafter operating upon the base subsets and other subsets of prompt definitions of the selected language.

21. The system recited in claim 20 wherein each of said languages is assigned a unique language identifier, and wherein said stored table specifies, for each subset of prompt definitions, both the language identifier of the language with which it is associated and the unique ID assigned to the subset.

22. A computer system for executing network applications in which prompts are played at various points of a call flow, each prompt being played in accordance with a prompt definition identifying elements of the prompt, said computer system comprising:

a memory containing a plurality of subsets of prompt definitions associated with a particular language, each subset containing prompt definitions for prompts to be played during the call flow, one of said subsets being designated as a base subset and one of said other subsets being designated as an alternate subset; and

said computer system being programmed to respond to a request to play a particular prompt at a point in the call flow by first searching the alternate subset to determine whether it contains a prompt definition for the requested prompt, and if so, playing the prompt according to the prompt definition in the alternate subset, but if the alternate subset does not contain a prompt definition for the requested prompt, then searching the base subset for a prompt definition for the requested prompt and playing the prompt according to the prompt definition in the base subset.

23. The system recited in claim 22 wherein the base subset and each of said other subsets of prompt definitions has an identification code (ID) associated therewith, and wherein the system further comprises a memory containing a stored table indicating the ID associated with each stored subset of prompt definitions.

24. The system recited in claim 22 wherein the prompt definitions in the base subset and in each of the other subsets has an identification code (ID) associated therewith.

25. The system recited in claim 24 wherein some of the prompt definitions in said other subsets have the same ID as a corresponding prompt definition in the base subset.

26. The system recited in claim 22 wherein at least one of the prompt definitions in one of the subsets other than the base subset comprises a modified form of a corresponding prompt definition in the base subset.

27. The system recited in claim 26 wherein the prompt definitions in the base subset and in each of the other subsets has an identification code (ID) associated therewith, and wherein said at least one prompt definition in said one subset has the same ID as the prompt definition in the base subset to which it corresponds.

28. The system recited in claim 22, wherein there is further stored in said memory, an other plurality of subsets of prompt definitions associated with an other language, each subset associated with said other language containing prompt definitions for prompts to be played during the call flow, one of the plurality of subsets of prompt definitions of said other language being designated as a base subset for that other language.

29. The system recited in claim 28, wherein said computer system is further programmed to select one of said languages at a point in the call flow, whereafter said computer system operates upon the plurality of subsets of prompt definitions of the selected language.

30. The system recited in claim 28 wherein each of said languages is assigned a unique language identifier, and wherein each of the subsets in each language has a unique identification code (ID) associated therewith, and further wherein the system further comprises a memory containing a stored table indicating, for each subset of prompt definitions, both the language identifier of the language with which it is associated and the unique ID assigned to the subset.

31. A computer-readable medium having stored thereon a computer program comprising instructions which, when executed by a computer, cause the computer to perform the following steps:

creating a plurality of subsets of prompt definitions associated with a particular language, each subset containing prompt definitions for prompts to be played during execution of a call flow;

designating one of the subsets of prompt definitions associated with the particular language as a base subset of prompt definitions, the base subset comprising a plurality of prompt definitions; and

storing the plurality of subsets of prompt definitions in a database for access during subsequent execution of the call flow.

32. The computer-readable medium recited in claim 31, wherein at least one of said subsets contains prompt definitions for prompts to be played during only a part of the call flow.

33. The computer-readable medium recited in claim 31, wherein said medium further contains instructions for causing said computer to assign a unique identifier to each of the subsets of prompt definitions and further to generate a table associating each subset of prompt definitions with its unique ID.

34. The computer-readable medium recited in claim 31, wherein said instructions further enable the computer to create an other plurality of subsets of prompt definitions associated with an other language, each subset containing prompt definitions for prompts to be played during the call flow, and to designate one of the subsets of prompt definitions associated with said other language as a base subset for that language.

35. The computer-readable medium recited in claim 34, further containing instructions for causing the computer to assign a unique language identifier to each of the languages.

36. The computer-readable medium recited in claim 35, further containing instructions for causing the computer to assign a unique identifier to each of the subsets of prompt definitions associated with each language, and to generate a table that specifies for each subset of prompt definitions, the unique ID assigned to the subset and the language identifier of the language to which it is associated.

37. The computer-readable medium recited in claim 31, further containing instructions for causing the computer to create, in response to input from a user, a word list containing information relating to a plurality of words of a vocabulary that represent possible spoken responses that might be recognized by the computer during a speech recognition process.

38. The computer-readable medium recited in claim 37, wherein the word list is associated with one of said plurality of subsets of prompt definitions.

39. The computer-readable medium recited in claim 37, wherein the vocabulary comprises a subset of the words of a vocabulary module, and wherein the information contained in said word list comprises an identifier associated with the vocabulary, an identifier associated with the vocabulary module of which the vocabulary is a subset, and an entry for each word in the vocabulary, each entry specifying an index for that word within the vocabulary module and a DTMF digit to be returned by the computer upon recognition of the word.