Coordination of content streams in interactive voice response systems

• US 7,711,095 B2
• Filed: 09/27/2005
• Issued: 05/04/2010
• Est. Priority Date: 03/10/2005
• Status: Active Grant

• Current Assignee: Arlington Technologies, LLC (Dominion Harbor Enterprises, LLC)
• Original Assignee: Avaya Incorporated
• Inventors: Skiba, David Joseph, Erhart, George William, Matula, Valentine C.
• Primary Examiner(s): SING, SIMON P
• Application Number:
  US11/235,890
• Publication Number:
  US 20060203978A1
• Time in Patent Office: 1,680 Days
• Field of Search: 379/88.17, 379/88.13, 379/88.18
• US Class Current: 379/88.13
• CPC Class Codes: H04M 3/4938 comprising a voice browser which renders and interprets, e.g. VoiceXML
• CPC Class Codes: H04M 7/0036 where the data service is an information service
• CPC Class Codes: H04M 7/0039 where the data service is provided by a stream of packets which are rendered in real time by the receiving terminal network streaming of media packets H04L65/60

Abstract

A method and apparatus are disclosed that enable an interactive voice response (IVR) system to deliver content streams of various media types (e.g., video, audio, etc.) to telecommunications terminals. The illustrative embodiment provides extensions to the Voice extensible Markup Language (VXML) standard that enable an IVR system script to specify the playback order, timing, and coordination of multiple content streams (e.g., whether an audio stream and a video stream should be played back concurrently or serially; whether a particular content stream should finish before playback of another content stream commences; whether a content stream that is currently playing should be stopped and supplanted with another content stream, etc.).

Claims

1. A method comprising:

(a) receiving a list of one or more identifiers at a thread of an interactive voice response system,

(i) wherein each of said identifiers is associated with one of a plurality of content streams,

(ii) wherein each of said content streams has one or more of a plurality of media types,

(iii) wherein said list specifies a playback order for said content streams, and

(iv) wherein said thread is associated with one of said media types T and with a call that involves said interactive voice response system and a telecommunications terminal; and

(b) executing in said thread a command for initiating delivery of one of said content streams S to said telecommunications terminal,

(i) wherein said content stream S has said media type T,

(ii) wherein the time τ

at which delivery of said content stream S begins is based on said playback order, and

(iii) wherein an attribute value V indicates whether said content stream S can be delivered to said telecommunications terminal at the same time as another one of said content streams whose media type is different than T.

2. The method of claim 1 wherein another attribute value W indicates whether playback of said content stream S must finish before playback of another one of said content streams that has said media type T.

3. The method of claim 2 wherein said time τ

is also based on said attribute value W.

4. The method of claim 1 wherein another attribute value W indicates whether said content stream S can supplant another one of said content streams that has said media type T and is being delivered to said telecommunications terminal.

5. The method of claim 4 wherein said time τ

is also based on said attribute value W.

6. The method of claim 1 wherein said time τ

is also based on said attribute value V.

7. A method comprising:

(a) receiving a list of one or more identifiers at a thread of an interactive voice response system,

(i) wherein each of said identifiers is associated with one of a plurality of content streams,

(ii) wherein each of said content streams has one or more of a plurality of media types,

(iii) wherein said list specifies a playback order for said content streams, and

(iv) wherein said thread is associated with one of said media types T and with a call that involves said interactive voice response system and a telecommunications terminal; and

(b) executing in said thread a command for initiating delivery of one of said content streams S to said telecommunications terminal,

(i) wherein said content stream S has said media type T,

(ii) wherein the time τ

at which delivery of said content stream S begins is based on said playback order, and

(iii) wherein said thread also receives an attribute value V that is associated with another one of said content streams R, and wherein said time τ

is also based on said attribute value V.

8. The method of claim 7 wherein said content stream R has a media type different than said media type T.

9. A method comprising:

(a) spawning a thread at an interactive voice response system during a call that involves said interactive voice response system and a telecommunications terminal; and

(b) passing to said thread (i) a list of one or more identifiers, and (ii) an attribute value;

wherein each of said identifiers is associated with one of a plurality of content streams; and

wherein each of said content streams has one or more of a plurality of media types; and

wherein said list specifies a playback order for said content streams; and

wherein said thread is associated with said call and with one of said media types T; and

wherein said thread is for initiating delivery of one of said content streams S that has said media type T to said telecommunications terminal during said call in accordance with said playback order; and

wherein said attribute value indicates whether said content stream S can be delivered to said telecommunications terminal at the same time as another one of said content streams whose media type is different than T.

10. The method of claim 9 wherein said thread is also passed (iii) another attribute value that indicates whether playback of said content stream S must finish before playback of another one of said content streams that has said media type T.

11. The method of claim 9 wherein said thread is also passed (iii) another attribute value that indicates whether said content stream S can supplant another one of said content streams that has said media type T and is being delivered to said telecommunications terminal.

12. The method of claim 9 wherein said thread is spawned by a script for said interactive voice response system.

13. The method of claim 12 wherein said script is a Voice eXtensible Markup Language script.

14. A method comprising:

(a) spawning a first thread at an interactive voice response system during a call that involves said interactive voice response system and a telecommunications terminal;

(b) passing to said first thread an attribute value and a first list of one or more identifiers,

(i) wherein each of said identifiers in said first list is associated with one of a plurality of content streams,

(ii) wherein each of said content streams has one or more of a plurality of media types, and

(iii) wherein the order of said identifiers in said first list specifies a playback order P₁ for the associated content streams;

(c) spawning a second thread at said interactive voice response system during said call; and

(d) passing to said second thread a second list of one or more identifiers;

(i) wherein each of said identifiers in said second list is associated with one of said plurality of content streams, and

(ii) wherein the order of said identifiers in said second list specifies a playback order P₂ for the associated content streams;

wherein said first thread is associated with said call and with one of said media types T₁; and

wherein said first thread is for initiating delivery of one of said content streams S₁ that has said media type T₁ to said telecommunications terminal during said call in accordance with said playback order P₁; and

wherein said second thread is associated with said call and with another one of said media types T₂; and

wherein said second thread is for initiating delivery of another one of said content streams S₂ that has said media type T₂ to said telecommunications terminal during said call in accordance with said playback order P₂; and

wherein said attribute value indicates whether said content stream S₁ can be delivered to said telecommunications terminal at the same time as another one of said content streams whose media type is different than T₁.

15. The method of claim 14 wherein said first thread is also passed another attribute value that indicates whether playback of said content stream S₁ must finish before playback of another one of said content streams that has said media type T₁.

16. The method of claim 14 wherein said first thread is also passed another attribute value that indicates whether said content stream S₁ can supplant another one of said content streams that has said media type T₁ and is being delivered to said telecommunications terminal.

17. The method of claim 14 wherein said thread is spawned by a script for said interactive voice response system.