Dynamically reconfigurable distributed interactive voice response system

• US 6,804,333 B1
• Filed: 01/28/1999
• Issued: 10/12/2004
• Est. Priority Date: 01/28/1999
• Status: Expired due to Term

• Current Assignee: Meta Platforms, Inc. (f/k/a Facebook, Inc.)
• Original Assignee: International Business Machines Corporation
• Inventors: Liu, Te-Kai, Maruyama, Kiyoshi
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): Anwah, Olisa
• Application Number:
  US09/239,329
• Time in Patent Office: 2,084 Days
• Field of Search: 379/88.16, 379/88.17, 379/88.25, 370/352, 370/353, 370/354, 370/355, 370/356, 707/10, 707/9, 707/100, 707/104, 704/270, 709/217
• US Class Current: 379/88.17
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML

Abstract

The present invention is a computer system and method that manages connections between one or more data network interfaces and one or more phone interfaces. A manager process, running on a computer system having both data and phone network interfaces, receives one or more telephone calls from one or more users over one of the phone interfaces and then accesses one or more profiles associated with each of the users. These profiles have one or more service identifiers and one or more interactive response agent (IRA) identifiers associated with the respective user. A menu of the service identifiers is presented to the user. The system then looks up an agent address of one of the IRAs that is associated with the service identifier selected by the user from the menu and establishes a session with the associated IRA. Having done this a two-way communication with the associated IRA occurs during the session. In this communication, the IRA is capable of passing information to the system from one or more application servers to which the IRA is connected over one or more data networks.

Claims

1. In a computer system having one or more memories, one or more central processing units, one or more data network interfaces to one or more data

networks, and one or more phone interfaces to one or more phone networks, a method for managing communications, via the Internet, between the computer system and websites, the method comprising the steps of:

a front end manager,

receiving one or more telephone calls from one or more users over one of said one or more phone interfaces;

accessing one or more profiles, from a users profile associated with each of the users, the profiles having one or more service identifiers and one or more distributed interactive response agent (IRA) identifiers associated with the respective user, each of the service identifiers being associated with one of the distributed IRAs;

presenting a menu of the service identifiers to the user and, in response to the user selecting one of the service identifiers, obtaining an agent address of one of the distributed IRAs that is associated with the service identifier selected by the user from the menu;

using the obtained address to establish, via the Internet, a session with the associated distributed IRA;

using the associated distributed IRA to establish communications between the one or more users and one of the websites, and to perform a predefined, variable set of functions to facilitate and to mediate interactive communications between one or more users and the one of the websites; and

terminating the session and establishing a different session with a different associated distributed IRA while on the same telephone call;

wherein the receiving, accessing and presenting steps are performed in the computer system, on a first, front end of the Internet, the one or more of the users is on the front side of the Internet, and the one or more IRAs are located on a second, back end of the Internet; and

wherein the step of using the associated distributed IRA includes the step of using said IRA to monitor for an end of session signal from the user; and

in response to receiving the end of session signal, said IRA sending an end of session request to the front end manager; and

wherein the front end manager, in response to receiving the end of session request from the IRA, terminates the session with the associated distributed IRA.

2. A system, as in claim 1, where the system receives application prompts from the IRA that require the user to define one or more specific services associated with the service identifier.

3. A system, as claimed in claim 1, where the service identifier is any or more of the following:

e-mail, stock quotes, weather information, travel information, personalized traffic information, personalized news services, financial services, sports information, professional services, ticket information, and on-line shopping.

4. A system, as in claim 1, where the system receives prompts from the IRA that require the user to select one or more different application servers.

5. A system, as in claim 1, where the user is authenticated before the session is established.

6. A system, as in claim 5, where the user fails to be authenticated and the system presents the user with a default menu.

7. A system, as in claim 1, where the system enters a pass-through state after the session is established, the pass-through state communicating messages through the system between the user and one or more application servers.

8. A system, as in claim 7, where the message includes any one or more of the following:

dual tone multiple frequency (DTMF) tones, data packets, compressed audio files.

9. A system, as in claim 7, wherein the server receives an end of service message that causes the pass-through state to terminate and re-present the menu.

10. A system, as in claim 7, where the session is terminated and a second session is established with a second associated IRA.

17. A system according to claim 1, wherein:

the front end manager has an idle state, an active state, and a pass through state;

the front end manager is initially in the idle state; and

when the front end manager receives one of said telephone calls, the front end manager changes to the active state, obtains from the user profile a network address for the associated IRA, and establishes the session with said associated IRA and then changes to the pass-through state.

18. A system according to claim 17, wherein:

each of the IRAs has an idle state and an active state;

each IRA is initially in the idle state, and changes to the active state when the IRA receives a request from the front end manager to establish a session; and

the IRA stays in the active state until the session is terminated, at which time the IRA changes back to the idle state and sends a signal to the front end manger; and

in response to receiving said signal from the IRA, the front end manager changes from the pass through state to the idle state.

19. A system according to claim 18, wherein once the front end manager switches to the active state in response to receiving one of the telephone calls, the front end manager is in either the active state or the pass through state until said one telephone call is terminated.

11. A networking system comprising:

a front end computer system having one or more memories, one or more central processing units, one or more data network interfaces to one or more data networks, and one or more phone interfaces to one or more phone networks, the front end computer system further having a users profile and a manager sub-system for managing communications, via the Internet, between the front end computer system and websites, the users profile including, for each of a plurality of users, service identifiers identifying services that the user has subscribed to, and network addresses of interactive response agents (IRAs) providing these services, the manager subsystem comprising;

means for receiving one or more telephone calls from one or more users over one of the phone interfaces;

means for accessing one or more profiles, from the users profile, associated with each of the users, the profiles having one or more service identifiers and one or more distributed interactive response agent (IRA) identifiers associated with the respective user, each of the service identifiers being associated with one of the distributed IRAs;

means for presenting a menu of the service identifiers to the user; and

means for obtaining, in response to the user selecting one of the service identifiers, an agent address of one of the distributed IRAs that is associated with the service identifier selected by the user from the menu;

means for using the obtained address to establish, via the Internet, a session with the associated distributed IRA;

wherein the associated distributed IRA establishes communications between the one or more users and one of the websites, and performs a predefined, variable set of functions to facilitate and to mediate interactive communications between the one or more users and the one of the websites;

means for terminating the session and means for establishing a different session with a different associated distributed IRA while on the same telephone call; and

a back end computer system, including means for executing a distributed IRA process that provides information to the front end computer system from one or more application servers connected to the back end computer by one or more digital networks;

wherein the front end computer system and the manager subsystem are located on a first, front end of the Internet, the one ore more of the users is on the front side of the Internet, and the IRAs are located on a second, back end of the Internet; and

wherein said set of functions include using said IRA to monitor for an end of session signal from the user; and

, in response to receiving the end of session signal, said IRA sends an end of session request to the front end manager; and

wherein the front end manager, in response to receiving the end of session request from the IRA, terminates the session with the associated distributed IRA.

12. A system, as in claim 11, where one or more of the digital networks includes any one or more of the following:

a data network and a voice network.

14. A system, as in claim 11, where one or more of the digital networks includes any one or more of the following:

a data network and a voice network.

13. A method for managing communications, via the Internet, between a telephone and a digital network comprising the steps of:

receiving one or more telephone calls from one or more users;

maintaining a point of presence on a first, front end of the internet, said point of presence including a front end manager, and a users profile, the users profile including, for each of a plurality of users, service identifiers identifying services that the user has subscribed to, and network address of interactive response agents (IRAs) providing those services, said IRAs being on a second, back end of the internent;

accessing one or more profiles, from the users profiles, associated with each of the users, the profiles having one or more service identifiers and one or more distributed interactive response agent (IRA) identifiers associated with the respective user, each of the service identifiers being associated with one of the distributed IRAs;

presenting a menu of the service identifiers to the user and in response to the user selecting one of the service identifiers, obtaining an agent address of one of the distributed MRAs that is associated with the service identifier selected by the user from the menu;

using the obtained address to establish, via the Internet, a session with the associated IRA; and

using the associated distributed IRA to establish communications between the one or more users and one of the websites, and to perform a predefined, variable set of functions to facilitate and to mediate interactive communications between one or more users and the one of the websites; and

wherein the receiving, accessing and presenting steps are performed on the first, front end of the Internet; and

wherein the step of using the associated distributed IRA includes the step of using said IRA to monitor for an end of session signal from the user; and

in response to receiving the end of session signal, said IRA sending an end of session request to the front end manager; and

wherein the front end manager, in response to receiving the end of session request from the IRA, terminates the session with the associated distributed IRA.

15. A system for managing communications, via the Internet, between a telephone and a digital network comprising:

a users profile including, for each of a plurality of users, service identifiers identifying services that the user has subscribed to, and network addresses of interactive response agents (IRAs) providing these services,

a front end manager including

means for receiving one or more telephone calls from one or more users;

means for accessing one or more profiles associated with each of the users, the profiles having one or more service identifiers and one or more distributed interactive response agent (IRA) identifiers associated with the respective user;

means for presenting a menu of the service identifiers to the user; and

a plurality of distributed ERAs to establish communications between the one or more users and one of the websites;

means for obtaining, in response to the user selecting one of the service identifiers, an agent address of one of the distributed IRAs that is associated with the service identifier selected by the user from the menu;

means for using the obtained address to establish, via the Internet, a session with the associated IRA; and

wherein the associated distributed IRA establishes communications between the one or more users and one of the websites, and performs a predefined, variable set of functions to facilitate and to mediate interactive communications between the one or more users and the one of the websites;

wherein the users profile and the front end manager are located on a first, front end of the Internet, the one or more of the users is on the front side of the Internet, and the IRAs are located on a second, back end of the Internet; and

wherein said set of functions include using said IRA to monitor for an end of session signal from the user; and

, in response to receiving the end of session signal, said IRA sends an end of session request to the front end manager; and

wherein the front end manager, in response to receiving the end of session request from the IRA, terminates the session with the associated distributed IRA.

16. A computer program product comprising:

a computer usable medium having computer readable program code embodied therein to perform method steps for managing communications, via the Internet, between a computer system and Websites, the computer system having one or more memories, one or more central processing units, one or more data network interfaces to one or more data networks, and one or more phone interfaces to one or more phone networks, the method steps comprising;

maintaining a point of presence on a first, front end of the internet, said point of presence including a front end manager, and a users profile, the users profile including, for each of a plurality of users, service identifiers identifying services that the user has subscribed to, and network address of interactive response agents (IRAs) providing those services, each of the service identifiers being associated with one of the distributed IRAs, and said IRAs being on a second, back end of the internet;

instructing the front-end manager, in the computer system, to perform the steps of;

receiving one or more telephone calls from one or more users over one of the phone interfaces;

accessing one or more profiles, from the users profile, associated with each of the users, the profiles having one or more service identifiers and one or more distributed interactive response agent (IRA) identifiers associated with the respective user;

presenting a menu of the service identifiers to the user and, in response to the user selecting one of the service identifiers, obtaining an agent address of one of the distributed IRAs that is associated with the service identifier selected by the user from the menu;

using the obtained address to establish, via the Internet, a session with the associated distributed IRA; and

wherein the associated distributed IRA establishes communications between the one or more users and one of the websites, and performs a predefined, variable set of functions to facilitate and to mediate interactive communications between the one or more users and the one of the websites;

wherein the receiving, accessing and presenting steps are performed on the computer system, on the first, front end of the Internet, the one or more of the users is on the front side of the Internet, and the IRAs are located on a second, back end of the Internet; and

wherein the step of using the associated distributed IRA includes the step of using said IRA to monitor for an end of session signal from the user; and

in response to receiving the end of session signal, said IRA sending an end of session request to the front end manager; and

wherein the front end manager, in response to receiving the end of session request from the IRA, terminates the session with the associated distributed IRA.