System for executing advanced interactive voice response services using service-independent building blocks

• US 6,647,111 B1
• Filed: 05/07/1998
• Issued: 11/11/2003
• Est. Priority Date: 05/07/1998
• Status: Expired due to Fees

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: MCI Communications Corporation (Verizon Communications Inc.)
• Inventors: Phelps, David, Bjornberg, Greg, Cobb, Dale, Santa, Phyllis D.
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): Escalante, Ovidio
• Application Number:
  US09/073,887
• Time in Patent Office: 2,014 Days
• Field of Search: 379/220, 379/242, 379/243, 379/244, 379/258, 379/219, 379/88.16, 379/88.27, 379/201, 379/230, 379/207, 379/201.01, 379/201.02, 379/201.03, 379/201.04, 379/220.01, 379/221.06, 379/229, 379/207.02, 379/221.08
• US Class Current: 379/220.01
• CPC Class Codes: H04M 3/42144 by service provider
• CPC Class Codes: H04Q 3/0025 Provisions for signalling
• CPC Class Codes: H04Q 3/0058 using service-independent building blocks (SIBBs) or "primitives"

Abstract

A service execution environment for an advanced interactive voice response (IVR) service node. The service execution environment functions within a next generation service node (NGSN) IVR platform in a telecommunications network. The environment uses individual service-independent building blocks (SIBBs) that allow the creation of customer applications with simple references to the individual primitive SIBBs or composite SIBBs, with branching available. Functional calls to a sequence of SIBBs along with customer specific data stored in a database comprise a complete customer application. When a call is received by an IVR service node, the application is executed by calling the SIBBs to apply certain treatments to the call. The use of the SIBBs allows increased efficiency in the network because calls can be routed to any NGSN node. Each NGSN needs no customization to perform a particular customer application. The service execution environment decreases the time to market of new customer applications and decreases the turn-around time for modifications to existing customer applications.

Claims

1. A method for providing advanced interactive voice response services to a customer for handling telephone calls within a telecommunications network, comprising the steps of:

defining a reusable set of service-independent building blocks in a node of said telecommunications network, the defining step including,

defining rules under which each of said set of service-independent building blocks operate, and

defining inputs and outputs for each of said set of service-independent building blocks;

creating a customer application file using a customer-specified sequence of said service-independent building blocks in a server of said telecommunications network, the creating step including,

defining a set of customer specific data for use as inputs into said set of service-independent building blocks during execution, and

storing said set of customer specific data in an advanced network database of said server to create a customer specific data file;

assigning said customer application file an identification number associated with said customer specific data file;

storing said customer application file on the server;

retrieving said customer application file for execution by said node from said server over a communications network; and

executing said customer application file on the node to handle a call.

2. The method of claim 1, wherein said executing step comprises the steps of:

retrieving said customer application file using said application identification number;

retrieving said customer specific data file from said advanced network database; and

using said set of customer specific data in said customer specific data file as inputs into said sequence of said set of service-independent building blocks.

3. A method for providing advanced interactive voice response services to a customer for handling telephone calls within a telecommunications network, comprising the steps of:

defining a reusable set of service-independent building blocks in a node of said telecommunications network;

creating a customer application file using a customer-specified sequence of said service-independent building blocks in a server of said telecommunications network, wherein a set of customer specific data is defined for use as inputs into said set of service-independent building blocks during execution and stored in said server to create a customer specific data file;

assigning said customer application file an identification number associated with said customer specific data file;

storing said customer application file on-the server; and

retrieving said customer application file for execution by said node from said server over a communications network.

4. The method of claim 3, further comprising the step of:

executing said customer application file on the node to handle a call.

5. The method of claim 4, wherein said defining step comprises the steps of:

defining rules under which each of said set of service-independent building blocks operate;

defining inputs for each of said set of service-independent building blocks; and

defining outputs for each of said set of service-independent building blocks.

6. The method of claim 5, wherein said creating step further comprises the steps of:

defining a set of customer specific data for use as inputs into said set of service-independent building blocks during execution; and

storing said set of customer specific data in an advanced network database of said server to create a customer specific data file.

7. The method of claim 3, wherein said creating step comprises the step of:

using a sequence of at least one of the following of said set of service-independent building blocks;

Audio;

Branch;

Bridge;

Call;

Conference;

Database;

Entry;

Exit;

FAX;

Hangup;

Input;

Interrupt;

Jump;

Manipulate;

Menu;

Park;

Provision; and

Record.

8. The method of claim 7, further comprising the step of:

selecting from a set of standard templates to create said customer application file.

9. The method of claim 3, wherein said set of service-independent building blocks allows the customer to create and modify interactive voice response services.

10. The method of claim 3, wherein said set of service-independent building blocks comprises primitive service-independent building blocks and composite service-independent building blocks, and

each of the composite service-independent building blocks comprises a sequence of at least two of said primitive service-independent building blocks.

11. The method of claim 3, wherein said server comprises and application server and said node comprises an application engine.

12. A system for providing advanced interactive voice response services to a customer for handling telephone calls within a telecommunications network, comprising:

means for defining a reusable set of service-independent building blocks in a node of said telecommunications network, wherein inputs, outputs, and rules associated with each of said set of service-independent building blocks are defined, the defining means further defining a set of customer specific data for use as inputs to said set of service-independent building blocks during execution, wherein said set of customer specific data in an advanced network database of said applications server to create a customer specific data file;

means for creating a customer application file using a customer-specified sequence of said service-independent building blocks in a server of said telecommunications network;

means for assigning said customer application file an identification number associated with said customer specific data file;

means for storing said customer application file on the server;

means for retrieving said customer application file for execution by said node from said server over a communications network; and

means for executing said customer application file on the node to handle a call.

13. The system of claim 12, wherein said means for executing comprises:

means for retrieving said customer application file using said application identification number;

means for retrieving said customer specific data file from said advanced network database; and

means for using said set of customer specific data in said customer specific data file as inputs into said sequence of said set of service-independent building blocks.

14. A system for providing advanced interactive voice response services to a customer for handling telephone calls within a telecommunications network, comprising:

means for defining a reusable set of service-independent building blocks in a node of said telecommunications network;

means for creating a customer application file using a customer-specified sequence of said service-independent building blocks in a server of said telecommunications network, wherein a set of customer specific data is defined for use as inputs into said set of service-independent building blocks during execution and stored in said server to create a customer specific data file;

means for assigning said customer application file an identification number associated with said customer specific data file;

means for storing said customer application file on the said server; and

means for retrieving said customer application file for execution by said node from said server over a communications network.

15. The system of claim 14, further comprising:

means for executing said customer application file on the node to handle a call.

16. The system of claim 15, wherein said defining means comprises:

means for defining rules under which each of said set of service-independent building blocks operate;

means for defining inputs for each of said set of service-independent building blocks; and

means for defining outputs for each of said set of service-independent building blocks.

17. The system of claim 16, wherein said defining means further comprises means for defining a set of customer specific data for use as inputs to said set of service-independent building blocks during execution, the system further comprising:

means for storing said set of customer specific data in an advanced network database of said applications server to create a customer specific data file.

18. The system of claim 14, wherein said creating means comprises:

means for using a sequence of at least one of the following of said set of service-independent building blocks;

Audio;

Branch;

Bridge;

Call;

Conference;

Database;

Entry;

Exit;

FAX;

Hangup;

Input;

Interrupt;

Jump;

Manipulate;

Menu;

Park;

Provision; and

Record.

19. The system of claim 18, further comprising:

means for selecting from a set of standard templates to create said customer application file.

20. The system of claim 14, wherein said set of service-independent building blocks allows the customer to create and modify interactive voice response services.

21. The system of claim 14, wherein said set of service-independent building blocks comprises primitive service-independent building blocks and composite service-independent building blocks, and

each of the composite service-independent building blocks comprises a sequence of at least two of said primitive service-independent building blocks.

22. The system of claim 14, wherein said server comprises and application server, and said node comprises an application engine.

23. A computer program product comprising a computer usable medium having computer readable code means embodied in said medium for causing an application program to execute on a computer that provides a system for providing advanced interactive voice response services to a customer for handling telephone calls within a telecommunications network, said computer readable program code means performing the following steps:

defining a reusable set of service-independent building blocks in a node of said telecommunications network, the defining step including,

defining rules under which each of said set of service-independent building blocks operate, and

defining inputs and outputs for each of said set of service-independent building blocks;

creating a customer application file using a customer-specified sequence of said service-independent building blocks in a server of said telecommunications network, the creating step including,

defining a set of customer specific data for use as inputs into said set of service-independent building blocks during execution, and

storing said set of customer specific data in an advanced -network database of said

server to create a customer specific data file;

assigning said customer application file an identification number associated with said customer specific data file;

storing said customer application file on the server;

retrieving said customer application file for execution by said node from said server over a communications network; and

executing said customer application file on the node to handle a call.

24. The computer program product of claim 23, further performing the steps of:

retrieving said customer application file using said application identification number;

retrieving said customer specific data file from said advanced network database; and

using said set of customer specific data in said customer specific data file as inputs into said sequence of said set of service-independent building blocks.

25. A computer program product comprising a computer usable medium having computer readable code means embodied in said medium for causing an application program to execute on a computer that provides a system for providing advanced interactive voice response services to a customer for handling telephone calls within a telecommunications network, said computer readable program code means performing the following steps:

defining a reusable set of service-independent building blocks in a node of said telecommunications network;

creating a customer application file using a customer-specified sequence of said service-independent building blocks in a server of said telecommunications network, wherein a set of customer specific data is defined for use as inputs into said set of service-independent building blocks during execution and stored in said server to create a customer specific data file;

assigning said customer application file an identification number associated with said customer specific data file;

storing said customer application file on said server; and

retrieving said customer application file for execution by said node from said server over a communications network.

26. The computer program product of claim 25, further performing the step of:

executing said customer application file on the node to handle a call.

27. The computer program product of claim 26, wherein said defining step comprises:

defining rules under which each of said set of primitive service-independent building blocks operate;

defining inputs for each of said set of primitive service-independent building blocks; and

defining outputs for each of said set of primitive service-independent building blocks.

28. The computer program product of claim 27, wherein said defining step comprises:

defining a set of customer specific data for use as inputs to said set of service-independent building blocks during execution; and

storing said set of customer specific data in an advanced network database to create a customer specific data file.

29. The computer program product of claim 25, wherein said creating step comprises:

using a sequence of at least one of the following of said set of service-independent building blocks;

Audio;

Branch;

Bridge;

Call;

Conference;

Database;

Entry;

Exit;

FAX;

Hangup;

Input;

Interrupt;

Jump;

Manipulate;

Menu;

Park;

Provision; and

Record.

30. The computer program product of claim 29, further performing the step of:

selecting from a set of standard templates to create said customer application file.

31. The computer program product of claim 25, wherein said set of service-independent building blocks allows the customer to create and modify interactive voice response services.

32. The computer program product of claim 25, wherein said set of service-independent building blocks comprises primitive service-independent building blocks and composite service-independent building blocks, and

each of the composite service-independent building blocks comprises a sequence of at least two of said primitive service-independent building blocks.

33. The computer program product of claim 25, wherein said server comprises and application server, and said node comprises an application engine.