Integration of voice messaging and data systems

• US 6,778,644 B1
• Filed: 12/28/2001
• Issued: 08/17/2004
• Est. Priority Date: 12/28/2001
• Status: Expired due to Term

• Current Assignee: Nuance Communications, Inc. (Microsoft Corporation)
• Original Assignee: Vocada, Inc. (Microsoft Corporation)
• Inventors: White, Peter M., Jenkins, Paul D.
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): Gauthier, Gerald
• Application Number:
  US10/035,407
• Time in Patent Office: 963 Days
• Field of Search: 379/88.18, 379/88.04, 379/88.11, 379/88.14, 379/88.17, 379/88.27, 379/88.23, 379/88.1, 455/413, 704/219, 709/206
• US Class Current: 379/88.18
• CPC Class Codes: H04L 12/66 Arrangements for connecting between networks having differing types of switching systems, e.g. gateways

Abstract

An enterprise system includes multiple disparate information systems, such as voice and data systems. An integration server provides for the interaction of information between these systems through the use of enterprise messages and processing rules. Enterprise messages allow for the association of information from disparate information systems, while the processing rules allow for automated interaction between users and information in the disparate information systems.

Claims

1. A method for generating an enterprise message comprising:

conducting an interactive session with a user to elicit categorization data;

determining the categorization data based on information received from the user during the interactive session;

receiving a voice message from the user;

generating an enterprise message comprising the categorization data and the voice message;

identifying a digital file stored in a data system based on the categorization data; and

associating the digital file with the enterprise message.

2. The method of claim 1, wherein conducting the interactive session comprises:

establishing a voice channel with the user;

communicating a prompt on the voice channel;

receiving a response to the prompt on the voice channel.

3. The method of claim 1, further comprising:

accessing customer relationship management information maintained in the data system to determine valid responses for use in determining the categorization data; and

determining a script for eliciting the categorization data based on the valid responses, the script comprising a plurality of prompts and associations between the prompts, the associations permitting the identification of a selected one of the prompts based on responses received from the user.

4. The method of claim 1, wherein the interactive session matches responses received from the user to customer accounts in the customer relationship management information, and the categorization data comprise a selected one of the customer accounts.

5. The method of claim 1, further comprising:

converting the voice message into text;

comparing the text to a keyword index, the keyword index developed from information maintained in the data system determining additional categorization data based on the comparison; and

storing the additional categorization data in the enterprise message.

6. The method of claim 1, wherein the response is a selected one of a dual-tone multi frequency signal and a voice indication.

7. The method of claim 1, wherein identifying the digital file comprises:

presenting the enterprise message to an administrator; and

receiving an indication to associate the digital file with the enterprise message, the indication received from the administrator.

8. The method of claim 7, further comprising:

receiving a second voice message from the administrator; and

storing the second voice message in the enterprise message.

9. An integration server for generating an enterprise message, the server comprising:

a telephony services module operable to establish a voice channel with a user and to receive a voice message from the user;

a data services module operable to couple to a data system; and

an integration module operable to;

conduct an interactive session with a user to elicit categorization data;

determine the categorization data based on information received from the user during the interactive session;

receive a voice message from the user;

generate an enterprise message comprising the categorization data and the voice message;

identify a digital file stored in the data system based on the categorization data; and

associate the digital file with the enterprise message.

10. The server of claim 9, further operable to conduct the interactive session by:

establishing a voice channel with the user;

communicating a prompt on the voice channel;

receiving a response to the prompt on the voice channel.

11. The server of claim 9, wherein the integration module is further operable to:

access customer relationship management information maintained in the data system to determine valid responses for use in determining the categorization data; and

determine a script for eliciting the categorization data based on the valid responses, the script comprising a plurality of prompts and associations between the prompts, the associations permitting the identification of a selected one of the prompts based on responses received from the user.

12. The server of claim 9, wherein the interactive session matches responses received from the user to customer accounts in the customer relationship management information, and the categorization data comprise a selected one of the customer accounts.

13. The server of claim 9, wherein the integration module is further operable to:

convert the voice message into text;

compare the text to a keyword index, the keyword index developed from information maintained in the data system

determine additional categorization data based on the comparison; and

store the additional categorization data in the enterprise message.

14. The server of claim 9, wherein the response is a selected one of a dual-tone multi frequency signal and a voice indication.

15. The server of claim 9, wherein the integration module is further operable to identify the digital file by:

presenting the enterprise message to an administrator; and

receiving an indication to associate the digital file with the enterprise message, the indication received from the administrator.

16. The server of claim 9, wherein the integration module is further operable to:

receive a second voice message from the administrator; and

store the second voice message in the enterprise message.

17. Logic for generating an enterprise message, the logic encoded in media and operable when executed to:

conducting an interactive session with a user to elicit categorization data;

determining the categorization data based on information received from the user during the interactive session;

receiving a voice message from the user;

generating an enterprise message comprising the categorization data and the voice message;

identifying a digital file stored in a data system based on the categorization data; and

associating the digital file with the enterprise message.

18. The logic of claim 17, further operable to conduct the interactive session by:

establishing a voice channel with the user;

communicating a prompt on the voice channel;

receiving a response to the prompt on the voice channel.

19. The logic of claim 17, further operable to:

access customer relationship management information maintained in the data system to determine valid responses for use in determining the categorization data; and

determine a script for eliciting the categorization data based on the valid responses, the script comprising a plurality of prompts and associations between the prompts, the associations permitting the identification of a selected one of the prompts based on responses received from the user.

20. The logic of claim 17, wherein the interactive session matches responses received from the user to customer accounts in the customer relationship management information, and the categorization data comprise a selected one of the customer accounts.

21. The logic of claim 17, further operable to:

convert the voice message into text;

compare the text to a keyword index, the keyword index developed from information maintained in the data system;

determine additional categorization data based on the comparison; and

store the additional categorization data in the enterprise message.

22. The logic of claim 17, wherein the response is a selected one of a dual-tone multi frequency signal and a voice indication.

23. The logic of claim 17, further operable to identify the digital file by:

presenting the enterprise message to an administrator; and

receiving an indication to associate the digital file with the enterprise message, the indication received from the administrator.

24. The logic of claim 23, further operable to:

receive a second voice message from the administrator; and

store the second voice message in the enterprise message.

25. An integration server for generating an enterprise message, the server comprising:

means for conducting an interactive session with a user to elicit categorization data;

means for determining the categorization data based on information received from the user during the interactive session;

means for receiving a voice message from the user;

means for generating an enterprise message comprising the categorization data and the voice message;

means for identifying a digital file stored in a data system based on the categorization data; and

means for associating the digital file with the enterprise message.