Interactive information transaction processing system with universal telephony gateway capabilities

• US 6,195,357 B1
• Filed: 09/24/1996
• Issued: 02/27/2001
• Est. Priority Date: 09/24/1996
• Status: Expired due to Term

• Current Assignee: Intervoice Limited Partnership
• Original Assignee: Intervoice Limited Partnership
• Inventors: Polcyn, Michael J.
• Primary Examiner(s): Kizou, Hassan
• Assistant Examiner(s): Pezzlo, John
• Application Number:
  US08/719,163
• Time in Patent Office: 1,617 Days
• Field of Search: 370/389, 370/392, 370/352, 370/485, 370/353, 370/396, 370/401, 370/404, 370/356, 370/410, 370/512, 370/259, 379/90.01, 379/93.01, 379/93.05, 379/93.09, 379/100.15, 379/100.16, 379/88.17, 379/265, 379/266, 395/200.74, 395/200.75, 395/200.79, 395/200.57, 395/200.58, 395/200.68
• US Class Current: 370/401
• CPC Class Codes: H04M 3/42323 PBX's with CTI arrangements
• 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 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 7/0036 where the data service is an information service
• CPC Class Codes: H04M 7/125 Details of gateway equipment

Abstract

A system and method to enable a wide user community to be universally networked in voice communication. Server/IVR 100 receives voice communications from users employing a variety of device types, primarily computers and telephones. These voice communications may be in either asynchronous format, incoming from data grade networks such as the Internet 140, or synchronous format, incoming from standard telephony networks such as SPN 109. Server/IVR 100 functionality seamlessly integrates these voice communications and provides point-to-point, conferenced or broadcast connections of multiple users regardless of user device or asynchronous/synchronous connection format. Server/IVR 100 may also selectively call up automated speech resources (“robots”) to be placed in voice communication with users.

Claims

1. An interactive information transaction processing system with telephony gateway capabilities, in which a plurality of users are each disposed to voice communicate via a user device, the plurality including asynchronously-connected users having user devices disposed to transfer voice information according to asynchronous protocols, the plurality further including synchronously-connected users having user devices disposed to transfer voice information according to synchronous protocols, the gateway comprising:

a connecting resource, wherein the connecting resource receives synchronous and asynchronous data;

the connecting resource disposed to couple first selected ones of the user devices so as to enable voice communication between asynchronously-connected users and synchronously-connected users, the connecting resource further disposed to couple second selected ones of the user devices to automated speech resources.

2. The gateway of claim 1, in which the user devices disposed to transfer voice information according to asynchronous protocols include computers.

3. The gateway of claim 1, in which the user devices disposed to transfer voice information according to synchronous protocols include telephones.

4. The gateway of claim 1, in which the user devices disposed to transfer voice information according to synchronous protocols include cable televisions.

5. The gateway of claim 1, in which said asynchronous protocols include TCP/IP.

6. The gateway of claim 1, in which said synchronous protocols include standard telephony links.

7. The gateway of claim 1, in which the asynchronously-connected users include users connecting to the connecting resource via the Internet.

8. The gateway of claim 1, in which the asynchronously-connected users include users connecting to the connecting resource via a Wide Area Network other than the Internet.

9. The gateway of claim 1, in which the asynchronously-connected users include users connecting to the connecting resource via a Local Area Network.

10. The gateway of claim 1, in which the asynchronously-connected users include users connecting directly to the connecting resource.

11. The gateway of claim 1, in which the synchronously-connected users include users connecting to the connecting resource via the Switched Public Network.

12. The gateway of claim 1, in which the synchronously-connected users include users connecting to the connecting resource via a Private Branch Exchange.

13. The gateway of claim 1, in which the synchronously-connected users include users connecting to the connecting resource via an Automated Call Distributor.

14. The gateway of claim 1, in which the synchronously-connected users include users connecting directly to the connecting resource.

15. The gateway of claim 1, in which the connecting resource includes an Interactive Voice Response (“

IVR”

) unit, and in which said coupling by the connection resource is performed by the IVR.

16. The gateway of claim 15, in which the connecting resource further includes a server, the server disposed to receive multimedia signals from asynchronously-connected users, the server further disposed to feed voice communication within the multimedia signals to the IVR.

17. The gateway of claim 16, in which the server is also disposed to interact with user devices in non-voice media during voice communication between users.

18. The gateway of claim 1, in which said coupling by the connecting resource enables point-to-point connections between users.

19. The gateway of claim 1, in which said coupling by the connecting resource enables multi-party conferences between users.

20. The gateway of claim 1, in which the connecting resource is disposed to provide user voice communication feeds to be broadcast over a mass medium.

21. An interactive information transaction processing system with universal telephony gateway capabilities, in which a plurality of users are each disposed to voice communicate via a user device, the plurality including asynchronously-connected users voice-communicating via computers, the plurality further including synchronously-connected users voice communicating via telephones, the gateway comprising:

a connecting resource, the connecting resource including a server and an Interactive Voice Response (“

IVR”

) unit, a plurality of interconnecting links connecting ones of the user devices to the connecting resource, wherein the connecting resource receives synchronous and asynchronous data;

the server disposed to receive multimedia signals from asynchronously-connected users, the server further disposed to feed voice communication within the multimedia signals to the IVR, the server further disposed also to interact with user devices in non-voice media during voice communication between users; and

the IVR disposed to selectively couple ones of the interconnecting links to enable voice communication between users in point-to-point connections, the IVR further disposed to selectively couple ones of the interconnecting links to enable voice communication between users in multi-party conferences, the IVR further disposed to selectively couple ones of the interconnecting links to enable communication between users and automated speech resources, the IVR further disposed to provide feeds from said user communications to be broadcast over a mass medium, the IVR further disposed to enable voice communication between asynchronously-connected users and synchronously-connected users.

22. The gateway of claim 21, in which the asynchronously-connected users include users connecting to the connecting resource via the Internet.

23. The gateway of claim 21, in which the asynchronously-connected users include users connecting to the connecting resource via a Wide Area Network other than the Internet.

24. The gateway of claim 21, in which the asynchronously-connected users include users connecting to the connecting resource via a Local Area Network.

25. The gateway of claim 21, in which the asynchronously-connected users include users connecting directly to the connecting resource.

26. The gateway of claim 21, in which the synchronously-connected users include users connecting to the connecting resource via the Switched Public Network.

27. The gateway of claim 21, in which the synchronously-connected users include users connecting to the connecting resource via a Private Branch Exchange.

28. The gateway of claim 21, in which the synchronously-connected users include users connecting to the connecting resource via an Automated Call Distributor.

29. The gateway of claim 21, in which the synchronously-connected users include users connecting directly to the connecting resource.

30. A method for enabling originating parties to communicate universally with terminating parties, comprising the steps of:

providing a connecting resource and automated speech resources, wherein the connecting resource receives synchronous and asynchronous data;

establishing one or more originating links between the connecting resource and a corresponding number of originating parties, said originating parties transferring voice information over the originating links in a data transfer protocol selected from the group consisting of asynchronous transfer and synchronous transfer;

disposing the connecting resource to selectively establish one or more terminating links between the connecting resource and a corresponding number of terminating parties, said terminating parties transferring voice information over the terminating links in a data transfer protocol selected from the group consisting of asynchronous transfer and synchronous transfer;

selectively coupling ones of the originating links with ones of the terminating links so as to enable voice communications between originating parties and terminating parties thereby coupled, wherein voice information transferred in said voice communications is converted between asynchronous and synchronous data transfer protocols as required to enable said voice communications; and

selectively coupling ones of the originating links and ones of the terminating links with said automated speech resources.

31. The method of claim 30, further including the step of using a network to establish ones of the originating links, and in which said network is selected from the group consisting of:

(a) the Internet;

(b) a Wide Area Network other than the Internet;

(c) a Local Area Network;

(d) the Switched Public Network;

(e) a Private Branch Exchange; and

(f) an Automated Call Distributor.

32. The method of claim 30, further including the step of using a network to establish ones of the terminating links, and in which said network is selected from the group consisting of:

(a) the Internet;

(b) a Wide Area Network other than the Internet

(c) a Local Area Network;

(d) the Switched Public Network;

(e) a Private Branch Exchange; and

(f) an Automated Call Distributor.

33. The method of claim 30, in which the connecting resource includes an Interactive Voice Response (“

IVR”

) unit.

34. The method of claim 30, in which said coupling step enables originating parties to be in point-to-point communication with terminating parties.

35. The method of claim 30, in which said coupling step enables originating parties to be in multi-party conferences with terminating parties.

36. A method for enabling originating parties to communicate universally with terminating parties, comprising the steps of:

providing a connecting resource, the connecting resource including an Interactive Voice Response (“

IVR”

) unit, wherein the connecting resource receives synchronous and asynchronous data;

establishing one or more originating links between the connecting resource and a corresponding number of originating parties, said originating parties transferring voice information over the originating links in a data transfer protocol selected from the group consisting of TCP/IP and standard synchronous telephony protocol;

disposing the IVR unit to selectively establish one or more terminating links between the connecting resource and a corresponding number of terminating parties, said terminating parties transferring voice information over the terminating links in a data transfer protocol selected from the group consisting of TCP/IP and standard synchronous telephony protocol; and

selectively coupling ones of the originating links with ones of the terminating links so as to enable voice communications between originating parties and terminating parties thereby coupled, wherein voice information transferred in said voice communications is converted by the IVR unit between TCP/IP and standard synchronous telephony protocol as required to enable said voice communications.