Method and system for processing telephone calls by IVR
First Claim
1. A method for processing telephone calls using IVR, said method comprising the steps of:
- (a) automatically answering a call from an individual and redirecting said call to an IVR Engine;
(b) sending a signal from said IVR Engine to a Script Engine via a Data Interface Process (DIP), whereby said Script Engine may select an appropriate script and send an instruction and the selected script back to said IVR Engine;
(c) passing said instruction from said IVR Engine to said individual;
(d) collecting input from the individual given in response to the instruction; and
(e) sending the collected input from said IVR Engine to said Script Engine via said Data Interface.
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Accused Products
Abstract
The present invention relates generally to voice response systems. Specifically, this invention relates to an interactive voice response client using script engines to control various voice processing systems. In a preferred embodiment, a customer dials a designated phone number and is connected to a main switch of the system. The switch sends a message pertaining to the call to a Computer Telephony Integration system, which in turn sends a signal to an IVR Engine. The IVR Engine is adapted to send and receive data from the caller. The IVR Engine also interacts with a Script Engine that is adapted to run any appropriate scripts, such as a script to apply business rules or logic. The Script Engine sends instructions to the IVR Engine, which are then passed on to the caller. Responses from the caller to the IVR may then be passed back to the Main Script Engine. This process repeats itself until all data is gathered or the call is terminated.
44 Citations
17 Claims
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1. A method for processing telephone calls using IVR, said method comprising the steps of:
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(a) automatically answering a call from an individual and redirecting said call to an IVR Engine; (b) sending a signal from said IVR Engine to a Script Engine via a Data Interface Process (DIP), whereby said Script Engine may select an appropriate script and send an instruction and the selected script back to said IVR Engine; (c) passing said instruction from said IVR Engine to said individual; (d) collecting input from the individual given in response to the instruction; and (e) sending the collected input from said IVR Engine to said Script Engine via said Data Interface. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A system for processing a telephone call from an individual using IVR, said system comprising:
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(a) a switch adapted to automatically answer and redirect the telephone call; (b) an IVR Engine adapted to accept the telephone call redirected by said switch, said IVR Engine adapted to receive and perform a script per an instruction, and to send outgoing information to and receive incoming information from said individual in accordance with the script; (c) a Main Script Engine adapted to receive an instruction from said IVR Engine, to select a script, and to return the instruction to said IVR Engine; and (d) a data interface process (DIP) adapted to interface between said IVR Engine and said Script Engine, wherein the DIP is adapted to send the collected input from said IVR Engine to said Script Engine. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16, 17)
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Specification