Method and system for pausing a session with an interactive voice response unit

• US 6,654,447 B1
• Filed: 10/13/2000
• Issued: 11/25/2003
• Est. Priority Date: 10/13/2000
• Status: Expired due to Term

• Current Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Original Assignee: Cisco Technology, Inc. (Cisco Systems, Inc.)
• Inventors: Dewan, Rohit
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): Chow, Ming
• Application Number:
  US09/688,306
• Time in Patent Office: 1,138 Days
• Field of Search: 600/300, 600/301, 600/481, 600/500, 128/900, 705/1, 379/76, 379/77, 379/70, 379/74, 379/88.01, 379/88.02, 379/88.03, 379/88.04, 379/88.12, 379/88.13, 379/88.17, 379/88.23
• US Class Current: 379/76
• CPC Class Codes: H04M 1/642 storing speech in digital form

Abstract

A system establishes a session with a voice response unit. The system receives a pause signal and pauses the session, and receives a resume signal and resumes the session. A message interrupted by the pause may be continued or replayed.

Claims

1. A system for pausing a session with a voice response unit, the system comprising:

an interface operable to establish a session;

a processor operable to pause the session in response to receiving a pause signal and initiate a workflow comprising a plurality of stages, each stage defining an output from the processor in response to an input to the processor, wherein the workflow further comprises;

a pausible menu message stage during which the processor is operable to pause the session; and

a nonpausible information retrieving stage during which the processor is not operable to pause the session; and

a state engine operable to determine an interrupted state of the session when the processor pauses the session, wherein the processor is operable to resume the session at the interrupted state of the session in response to receiving a resume signal.

2. The system of claim 1, wherein the pause signal comprises a signal from a predetermined hot command.

3. The system of claim 1, further comprising a message generator operable to:

receive a request for a message from the processor;

retrieve a script corresponding to the message; and

play the message.

4. The system of claim 1, wherein the interface comprises a telephone application programming interface.

5. A method for pausing a session with a voice response unit, the method comprising:

establishing a session with a voice response unit;

initiating a workflow comprising a plurality of stages, each stage defining an output from the voice response unit in response to an input to the voice response unit, wherein the workflow comprises;

a pausible menu message stage during which the voice response unit is operable to pause the session; and

a nonpausible information retrieving stage during which the voice response unit is not operable to pause the session;

receiving a pause signal;

pausing the session in response to the pause signal;

determining an interrupted state of the session when the session is paused;

receiving a resume signal; and

resuming the session in response to the resume signal, wherein the session is resumed at the interrupted state of the session.

6. The method of claim 5, wherein receiving the pause signal comprises receiving a signal from a predetermined hot command.

7. The method of claim 5, further comprising:

interrupting a message when the session is paused;

determining whether to replay the message; and

replaying the message.

8. The method of claim 5, further comprising:

retrieving a script corresponding to a message; and

playing the message.

9. The method of claim 5, wherein establishing the session comprises using a telephone application programming interface.

10. Voice response software embodied in a computer-readable medium and operable to:

establish a session with a voice response unit;

initiate a workflow comprising a plurality of stages, each stage defining an output from the voice response unit in response to an input to the voice response unit, wherein the workflow comprises;

a pausible menu message stage during which the voice response unit is operable to pause the session; and

a nonpausible information retrieving stage during which the voice response

unit is not operable to pause the session;

receive a pause signal;

pause the session in response to the pause signal;

determine an interrupted state of the session when the session is paused;

receive a resume signal; and

resume the session in response to the resume signal, wherein the session is resumed at the interrupted state of the session.

11. The voice response software of claim 10, further operable to receive a pause signal from a predetermined hot command.

12. The voice response software of claim 10, further operable to:

interrupt a message when the session is paused;

determine whether to replay the message; and

replay the message.

13. The voice response software of claim 10, further operable to:

retrieve a script corresponding to a message; and

play the message.

14. The voice response software of claim 10, further operable to utilize a telephone application programming interface to establish the session.

15. A system for pausing a session with a voice response unit, the system comprising:

means for establishing a session with a voice response unit;

means for initiating a workflow comprising a plurality of stages, each stage defining an output from the voice response unit in response to an input to the voice response unit, wherein the workflow comprises;

a pausible menu message stage during which the voice response unit is operable to pause the session; and

a nonpausible information retrieving stage during which the voice response

unit is not operable to pause the session;

means for receiving a pause signal;

means for pausing the session in response to the pause signal;

means for determining an interrupted state of the session when the session is paused;

means for receiving a resume signal; and

means for resuming the session in response to the resume signal, wherein the session is resumed at the interrupted state of the session.

16. The system of claim 15, wherein means for receiving the pause signal comprises means for receiving a signal from a predetermined hot command.

17. The system of claim 15, further comprising:

means for interrupting a message when the session is paused;

means for determining whether to replay the message; and

means for replaying the message.

18. The system of claim 15, further comprising:

means for retrieving a script corresponding to a message; and

means for playing the message.

19. The system of claim 15, wherein means for establishing the session comprises means for using a telephone application programming interface.

20. A system for pausing a session with a voice response unit, the system comprising:

an interface operable to establish a session;

a processor operable to pause the session in response to receiving a pause signal, whereby a message is interrupted when the session is paused;

a state engine operable to determine an interrupted state of the session when the processor pauses the session; and

wherein the processor is further operable to;

resume the session at the interrupted state of the session in response to receiving a resume signal;

communicate a query to a caller asking if the caller wants to replay or continue the message; and

replay or continue the message in response to an answer to the query by the caller.

21. The system of claim 20, wherein the processor is further operable to initiate a workflow comprising a plurality of stages, each stage defining an output from the processor in response to an input to the processor.

22. The system of claim 21, wherein the workflow further comprises:

a pausible stage during which the processor is operable to pause the session; and

a nonpausible stage during which the processor is not operable to pause the session.

23. A method for pausing a session with a voice response unit, the method comprising:

establishing a session with a voice response unit;

receiving a pause signal;

pausing the session in response to the pause signal, whereby a message is interrupted when the session is paused;

determining an interrupted state of the session when the session is paused;

receiving a resume signal;

resuming the session in response to the resume signal, wherein the session is resumed at the interrupted state of the session;

communicating a query to a caller asking if the caller wants to replay or continue the interrupted message; and

replaying or continuing the interrupted message in response to an answer to the query by the caller.

24. The method of claim 23, further comprising initiating a workflow comprising a plurality of stages, each stage defining an output from the processor in response to an input to the processor.

25. The method of claim 24, wherein the workflow further comprises:

a pausible stage during which the processor is operable to pause the session; and

a nonpausible stage during which the processor is not operable to pause the session.

26. Voice response software embodied in a computer-readable medium and operable to:

establish a session with a voice response unit;

receive a pause signal;

pause the session in response to the pause signal, whereby a message is interrupted when the session is paused;

determine an interrupted state of the session when the session is paused;

receive a resume signal;

resume the session in response to the resume signal, wherein the session is resumed at the interrupted state of the session;

communicate a query to a caller asking if the caller wants to replay or continue the interrupted message; and

replay or continue the message in response to an answer to the query by the caller.

27. The voice response software of claim 26, further operable to initiate a workflow comprising a plurality of stages, each stage defining an output from the processor in response to an input to the processor.

28. The voice response software of claim 27, wherein the workflow further comprises:

a pausible stage during which the processor is operable to pause the session; and

a nonpausible stage during which the processor is not operable to pause the session.

29. A system for pausing a session with a voice response unit, the system comprising:

means for establishing a session with a voice response unit;

means for receiving a pause signal;

means for pausing the session in response to the pause signal, whereby a message is interrupted when the session is paused;

means for determining an interrupted state of the session when the session is paused;

means for receiving a resume signal;

means for resuming the session in response to the resume signal, wherein the session is resumed at the interrupted state of the session;

means for communicating a query to a caller asking if the caller wants to replay or continue the interrupted message; and

means for replaying or means for continuing the interrupted message in response to an answer to the query by the caller.

30. The system of claim 29, further comprising means for initiating a workflow comprising a plurality of stages, each stage defining an output from the processor in response to an input to the processor.

31. The system of claim 30, wherein the workflow further comprises:

a pausible stage during which the processor is operable to pause the session; and

a nonpausible stage during which the processor is not operable to pause the session.

32. A method for pausing a session with a voice response unit, the method comprising:

establishing a session with a voice response unit;

initiating a workflow comprising a plurality of stages, each stage defining an output from the processor in response to an input to the processor, wherein the workflow further comprises;

a pausible menu message stage during which the processor is operable to pause the session; and

a nonpausible information retrieving stage during which the processor is not operable to pause the session;

receiving a pause signal;

pausing the session in response to the pause signal, whereby a message is interrupted when the session is paused;

determining an interrupted state of the session when the session is paused;

receiving a resume signal;

resuming the session in response to the resume signal, wherein the session is resumed at the interrupted state of the session;

communicating a query to a caller asking if the caller wants to replay or continue the interrupted message; and

replaying or continuing the interrupted message in response to an answer to the query by the caller.