Systems, methods and computer program products for designing, deploying and managing interactive voice response (IVR) systems

• US 7,117,158 B2
• Filed: 04/25/2002
• Issued: 10/03/2006
• Est. Priority Date: 04/25/2002
• Status: Expired due to Fees

• Current Assignee: Sharp Clinical Services Incorporated (UDG Healthcare Plc)
• Original Assignee: Bilcare, Inc. (Bilcare Limited)
• Inventors: Weldon, Phyllis Marie Dyer, Shankle, Edwin Bruce III, Klein, James Arthur Jr.
• Primary Examiner(s): HARPER, V PAUL
• Application Number:
  US10/132,537
• Publication Number:
  US 20030204404A1
• Time in Patent Office: 1,622 Days
• Field of Search: 704/200.1, 704/270, 704/275
• US Class Current: 704/270
• CPC Class Codes: H04M 2203/355 Interactive dialogue design tools, features or methods
• CPC Class Codes: H04M 3/493 Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals

Abstract

An IVR system may be designed by accepting designer inputs to generate, on a display screen, a flowchart of interconnected flowchart processing blocks and flowchart decision blocks that represent a process flow of processing steps and branches, respectively, in the IVR system. By allowing the designer to generate a flowchart of interconnected flowchart processing blocks and flowchart decision blocks on a single display screen, a potentially simplified graphical user interface may be provided for designing an IVR system. The flowchart of interconnected flowchart processing blocks and flowchart decision blocks may be executed, based on at least one designer input on a keypad image, to simulate or test the IVR system. A self-documenting audit trail may be provided during the design of the IVR system. These audit trails may be associated with a version of the IVR system, so that multiple versions of the system may be managed. When deploying the IVR system, caller inputs may be sequentially stored in an order in which they were provided by the caller, to provide call logging. Regulatory compliance thereby may be facilitated.

Claims

1. A method of designing an Interactive Voice Response (IVR) system, comprising:

accepting a plurality of designer inputs to generate, on a single display screen, a flowchart of interconnected flowchart processing blocks and flowchart decision blocks that represent a process flow of processing steps and branches, respectively, in the IVR system, wherein the single display screen includes a keypad image; and

executing the flowchart of interconnected flowchart processing blocks that are displayed on the single display screen, and flowchart decision blocks that are displayed on the single display screen, based on at least one designer input on the keypad image to test the IVR system.

2. A method according to claim 1 wherein the accepting comprises:

displaying at least one flowchart processing block on the single display screen to indicate at least one designer-specified processing step of the IVR system;

displaying at least one flowchart decision block on the single display screen to indicate at least one designer-specified branch in the IVR system; and

displaying at least one link between the at least one flowchart processing block and the at least one decision block on the single display screen to indicate at least one designer-specified interconnection.

3. A method according to claim 2 further comprising sequentially logging indications of the at least one designer-specified processing step, the at least one designer-specified branch and the at least one designer-specified link in an order in which they were designer-specified, to create a self-documenting audit trail of the method of designing an IVR system.

4. A method according to claim 2 further comprising sequentially logging, as a version of the IVR system, the indications of the at least one designer-specified processing step, the at least one designer-specified branch and the at least one designer-specified link in an order in which they were designer-specified, to create a self-documenting audit trail of the method of designing the version of the IVR system.

5. A method according to claim 2 further comprising storing processing logic that is performed for the at least one designer-specified processing step.

6. A method according to claim 5 wherein the processing logic comprises a database access.

7. A method according to claim 5 wherein the processing logic comprises outbound messaging via email, a printer, facsimile and/or pager.

8. A method according to claim 5 wherein the processing logic comprises language identifying.

9. A method according to claim 1 further comprising executing the flowchart of interconnected flowchart processing blocks and flowchart decision blocks based on at least one input from a caller to deploy the IVR system.

10. A method according to claim 9 further comprising sequentially logging the at least one input from the caller while deploying the IVR system, in an order in which they were provided by the caller.

11. A method according to claim 1 wherein the accepting is preceded by automatically indicating to a provider of the IVR system, that the IVR system has been installed.

12. A method of designing an Interactive Voice Response (IVR) system, comprising:

obtaining a process flow of processing steps and branches in the IVR system; and

executing the process flow of processing steps and branches based on at least one designer input on a keypad image on a single display screen to test the IVR system, while displaying the process flow of processing steps and branches on the single display screen.

13. A method according to claim 12 wherein the obtaining comprises accepting a plurality of designer inputs to generate the process flow of processing steps and branches in the IVR system.

14. An Interactive Voice Response (IVR) system, comprising:

means for accepting designer inputs; and

means for generating, on a single display screen, a flowchart of interconnected flowchart processing blocks and flowchart decision blocks that represent a process flow of processing steps and branches, respectively, in the IVR system, in response to a plurality of designer inputs at the means for accepting, wherein the single display screen includes a keypad image; and

means for executing the flowchart of interconnected flowchart processing blocks and flowchart decision blocks that are displayed on the single display screen, based on at least one designer input on the keypad image to test the IVR system.

15. A system according to claim 14 wherein the means for generating comprises:

means for displaying at least one flowchart processing block on the single display screen to indicate at least one designer-specified processing step of the IVR system;

means for displaying at least one flowchart decision block on the single display screen to indicate at least one designer-specified branch in the IVR system; and

means for displaying at least one link between the at least one flowchart processing block and the at least one decision block on the single display screen to indicate at least one designer-specified interconnection.

16. A system according to claim 15 further comprising means for sequentially logging indications of the at least one designer-specified processing step, the at least one designer-specified branch and the at least one designer-specified link in an order in which they were designer-specified, to create a self-documenting audit trail of the IVR system.

17. A system according to claim 15 further comprising means for sequentially logging, as a version of the IVR system, the indications of the at least one designer-specified processing step, the at least one designer-specified branch and the at least one designer-specified link in an order in which they were designer-specified, to create a self-documenting audit trail of the version of the IVR system.

18. A system according to claim 15 further comprising means for storing processing logic that is performed for the at least one designer-specified processing step.

19. A system according to claim 18 wherein the processing logic comprises a database access.

20. A system according to claim 18 wherein the processing logic comprises outbound messaging via email, a printer, facsimile and/or pager.

21. A system according to claim 18 wherein the processing logic comprises language identifying.

22. A system according to claim 14 further comprising means for executing the flowchart of interconnected flowchart processing blocks and flowchart decision blocks based on at least one input from a caller to deploy the IVR system.

23. A system according to claim 22 further comprising means for sequentially logging the at least one input from the caller while deploying the IVR system, in an order in which they were provided by the caller.

24. A system according to claim 14 further comprising means for automatically indicating to a provider of the IVR system, that the IVR system has been installed.

25. An Interactive Voice Response (IVR) system, comprising:

means for obtaining a process flow of processing steps and branches in the IVR system; and

means for executing the process flow of processing steps and branches based on at least one designer input on a keypad image on a single display screen, to test the IVR system, while displaying the process flow of processing steps and branches on the single display screen.

26. A system according to claim 25 wherein the means for obtaining comprises means for accepting a plurality of designer inputs to generate the process flow of processing steps and branches in the IVR system.

27. A computer program product that is configured to provide an Interactive Voice Response (IVR) system, the computer program product comprising a computer usable storage medium having computer-readable program code embodied in the medium, the computer-readable program code comprising:

computer-readable program code that is configured to accept a plurality of designer inputs to generate, on a single display screen, a flowchart of interconnected flowchart processing blocks and flowchart decision blocks that represent a process flow of processing steps and branches, respectively, in the IVR system, wherein the single display screen includes a keypad image; and

computer-readable program code that is configured to execute the flowchart of interconnected flowchart processing blocks and flowchart decision blocks that are displayed on the single display screen, based on at least one designer input on the keypad image to test the IVR system.

28. A computer program product according to claim 27 wherein the computer-readable program code tat is configured to accept comprises:

computer-readable program code that is configured to display at least one flowchart processing block on the single display screen to indicate at least one designer-specified processing step of the IVR system;

computer-readable program code that is configured to display at least one flowchart decision block on the single display screen to indicate at least one designer-specified branch in the IVR system; and

computer-readable program code that is configured to display at least one link between the at least one flowchart processing block and the at least one decision block on the single display screen to indicate at least one designer-specified interconnection.

29. A computer program product according to claim 28 further comprising computer-readable program code that is configured to sequentially log indications of the at least one designer-specified processing step, the at least one designer-specified branch and the at least one designer-specified link in an order in which they were designer-specified, to create a self-documenting audit trail of the method of designing an IVR system.

30. A computer program product according to claim 28 further comprising computer-readable program code that is configured to sequentially log, as a version of the IVR system, the indications of the at least one designer-specified processing step, the at least one designer-specified branch and the at least one designer-specified link in an order in which they were designer-specified, to create a self documenting audit trail of the method of designing the version of the IVR system.

31. A computer program product according to claim 28 further comprising computer-readable program code that is configured to store processing logic that is performed for the at least one designer-specified processing step.

32. A computer program product according to claim 31 wherein the processing logic comprises a database access.

33. A computer program product according to claim 31 wherein the processing logic comprises outbound messaging via email, a printer, facsimile and/or pager.

34. A computer program product according to claim 31 wherein the processing logic comprises language identifying.

35. A computer program product according to claim 27 further comprising computer-readable program code that is configured to execute the flowchart of interconnected flowchart processing blocks and flowchart decision blocks based on at least one input from a caller to deploy the IVR system.

36. A computer program product according to claim 35 further comprising computer-readable program code that is configured to sequentially log the at least one input from the caller while deploying the IVR system, in an order in which they were provided by the caller.

37. A computer program product according to claim 27 further comprising computer-readable program code that is configured to automatically indicate to a provider of the IVR system that the IVR system has been installed.

38. A computer program product that is configured to provide an Interactive Voice Response (IVR) system, the computer program product comprising a computer usable storage medium having computer-readable program code embodied in the medium, the computer-readable program code comprising:

computer-readable program code that is configured to obtain a process flow of processing steps and branches in the IVR system; and

computer-readable program code that is configured to execute the process flow of processing steps and branches based on at least one designer input on a keypad image on a sin ale display screen, to test the IVR system, while displaying the process flow of processing steps and branches on the single display screen.

39. A computer program product according to claim 38 wherein the computer-readable program code that is configured to obtain comprises computer-readable program code that is configured to accept a plurality of designer inputs to generate the process flow of processing steps and branches in the IVR system.