Universal access to audio maintenance for IVR systems using internet technology

• US 6,182,045 B1
• Filed: 11/02/1998
• Issued: 01/30/2001
• Est. Priority Date: 11/02/1998
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Nortel Networks Corporation
• Inventors: Knight, Stephen, Kredo, Thomas J.
• Primary Examiner(s): Hudspeth, David R.
• Assistant Examiner(s): MCFADDEN, SUSAN IRIS
• Application Number:
  US09/184,375
• Time in Patent Office: 820 Days
• Field of Search: 704/270, 704/275, 395/200.33, 379/67.1
• US Class Current: 704/270
• 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 3/4936 Speech interaction details speech recognition per se G10L15/00
• CPC Class Codes: H04M 7/128 Details of addressing, directories or routing tables

Abstract

A network includes an administrative update station and an audio update station that are connected to a computer network, in particular, the World Wide Web. One or more IVR systems and one or more audio servers are likewise connected to the World Wide Web. The audio server holds the master address URL for the audio files. The IVRs access the Web in order to download updates of audio files. The audio files are administered through the Web by the administrative site and are updated through the Web by the audio update site.

Claims

1. A method for managing interactive voice recognition audio files comprising the steps of:

connecting to a computer network a plurality of computers for maintaining and updating audio files that are played on a telephone network, said plurality of computers comprising

a plurality of audio servers for holding audio files in an addressable format and for transferring one or more audio files to other computers on the network,

a master audio address computer on the network for holding addresses corresponding to one or more audio file held on the audio servers, and

a plurality of interactive voice recognition systems for addressing the master audio address computer and for downloading audio files from the master audio address;

accessing an audio server for the audio file by addressing the master audio address computer;

accessing the master audio computer;

scanning the master audio address computer for updated audio files;

identifying the audio files that have been updated; and

downloading the audio files that have been updated from the audio server to an interactive voice recognition system over the computer network.

2. The method of claim 1 comprising the further steps of:

creating or editing an audio file; and

uploading the audio file to the master address on the network.

3. A method for managing interactive voice recognition audio files comprising the steps of:

connecting to a computer network a plurality of computers for maintaining and updating audio files that are played on a telephone network, said plurality of computers comprising

a plurality of audio servers for holding audio files in an addressable format and for transferring one or more audio files to other computers on the network,

a master audio address computer on the network for holding addresses corresponding to one or more audio file held on the audio servers, and

a plurality of interactive voice recognition systems for addressing the master audio address computer and for downloading audio files from the master audio address;

creating or editing an audio file;

accessing an audio server for the audio file by addressing the mater audio address computer;

uploading the audio file to the master address on the network;

accessing the master audio address computer;

scanning the master audio address computer for updated audio files;

identifying the audio files that have been updated; and

downloading the audio files that have been updated from the audio server to an interactive voice recognition system over the computer network.

4. The method of claim 3 wherein the the step of scanning scans the master audio address computer at predetermined intervals.

5. The method of claim 3 wherein the interactive voice recognitions systems periodically downloads updated audio files.

6. The method of claim 3 wherein the interactive voice recognition systems request a list of updated audio files, the master address computer returns the requested lists, and the audio server transfers each of the updated files to the interactive voice recognition system via the computer network.

7. A system for managing interactive voice recognition audio files comprising:

one or more audio generator computers for creating and editing audio files for interactive voice recognition systems;

one or more audio servers for holding audio files in an addressable format and for transferring one or more audio files to other computers on the network,

a master audio address computer on the network for holding addresses corresponding to one or more audio file held on the audio servers, and

one or more interactive voice recognition systems for addressing the master audio address computer and for downloading audio files from the master audio address;

a network for connecting together the audio generator computers, the audio server computers and the interactive voice recognition systems;

a scanning module that scans the master audio address computer for updated audio files;

an identifying module that identifies the audio files that have been updated; and

means for transferring files among the computers on the network.

8. The system of claim 7 wherein the network comprises the Internet.

9. The system of claim 8 wherein the network comprises the World Wide Web.

10. The system of claim 8 wherein the audio server has one or more interfaces for receiving and for transferring files.

11. The system of claim 8 wherein the interfaces include one or more protocols selected from the group consisting of HTTP and FTP.