IVR system manager
First Claim
1. A computer-implemented method for maintaining Interactive Voice Response (IVR) system specification information for an IVR system, comprising:
- receiving design specification data for the IVR system from a first computer user, where the design specification data is state definition data or IVR system documentation data;
storing the design specification data in a database;
receiving a change to the design specification data from a second computer user;
storing the change to the design specification data in the database; and
generating a design specification report from the stored design specification data,wherein the design specification report lists a design change in the IVR system corresponding to the change in the design specification data.
2 Assignments
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Accused Products
Abstract
An IVR system designer receives design specification data (which may be either state definition data or IVR system document data) and stores it in a database. A design specification report can be generated based on the stored design specification data. The report may correspond to a chosen period of time or it may correspond to chosen version of the IVR system. It may provide one or more of the following: a summary of a state within the IVR system, a listing of the previous states that lead to the current state, prompts for the state, inputs for the state, a listing of decision outcomes, key performance indicator triggers for the state, global commands that are active in the state, business units for which the state is applicable, a sample dialogues listing, test scripts listing for testing the IVR system, a change history listing for the system, a design flow diagram for the system, or pseudo-code listing for a portion of the system.
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Citations
80 Claims
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1. A computer-implemented method for maintaining Interactive Voice Response (IVR) system specification information for an IVR system, comprising:
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receiving design specification data for the IVR system from a first computer user, where the design specification data is state definition data or IVR system documentation data; storing the design specification data in a database; receiving a change to the design specification data from a second computer user; storing the change to the design specification data in the database; and generating a design specification report from the stored design specification data, wherein the design specification report lists a design change in the IVR system corresponding to the change in the design specification data. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20)
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21. A system for maintaining Interactive Voice Response (IVR) system specification information for an IVR system, comprising:
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a data receiver for receiving design specification data for the IVR system from a first computer user, where the design specification data is state definition data or IVR system documentation data; a database for storing the design specification data; a change receiver for receiving a change to the design specification data from a second computer user and storing the change to the design specification data in the database; and a report generator for generating a design specification report from the stored design specification data, wherein the design specification report lists a design change in the IVR system corresponding to the change in the design specification data. - View Dependent Claims (22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40)
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41. A computer program product, tangibly embodied in a computer-readable storage medium, for maintaining Interactive Voice Response (IVR) system specification information for an IVR system, and containing instructions that, when executed on a processor, perform a method comprising:
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receiving design specification data for the IVR system from a first computer user, where the design specification data is state definition data or IVR system documentation data; storing the design specification data in a database; receiving a change to the design specification data from a second computer user; storing the change to the design specification data in the database; and generating a design specification report from the stored design specification data, wherein the design specification report lists a design change in the IVR system corresponding to the change in the design specification data. - View Dependent Claims (42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 60)
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61. A system for maintaining Interactive Voice Response (IVR) system specification information for an IVR system, comprising:
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means for receiving design specification data for the IVR system from a first computer user, where the design specification data is state definition data or IVR system documentation data; means for receiving a change to the design specification data from a second computer user; means for storing the design specification data and the change to the design specification data; and means for generating a design specification report from the stored design specification data, wherein the design specification report lists a design change in the IVR system corresponding to the change in the design specification data. - View Dependent Claims (62, 63, 64, 65, 66, 67, 68, 69, 70, 71, 72, 73, 74, 75, 76, 77, 78, 79, 80)
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Specification