Systems and methods for handling calls associated with an interactive voice response application

• US 8,139,729 B2
• Filed: 04/27/2005
• Issued: 03/20/2012
• Est. Priority Date: 04/27/2005
• Status: Active Grant

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Business Global LLC (Verizon Communications Inc.)
• Inventors: Phelps, David E., Badger, Brian S., Somes, Brian E.
• Primary Examiner(s): Tsang, Fan
• Assistant Examiner(s): Mohammed, Assad
• Application Number:
  US11/115,374
• Publication Number:
  US 20060245574A1
• Time in Patent Office: 2,519 Days
• Field of Search: 379 8801- 8804, 379/88.13, 379/88.17, 379/88.2, 379/88.18, 379/88.21, 379/212.01, 379/230, 379/211, 379/158, 379/202.01, 379/207.01, 370260-266
• US Class Current: 379/88.18
• CPC Class Codes: H04M 2203/2016 Call initiation by network rather than by subscriber
• CPC Class Codes: H04M 3/50 Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers H04M3/487 takes precedence; centralised dictation systems H04M11/10; Centralised arrangements for recording messages
• CPC Class Codes: H04M 7/006 Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP) , including next generation networks with a packet-switched transport layer H04L65/00 takes precedence; aspects not specific to the type of network H04M3/00; special services in those networks H04M3/42
• CPC Class Codes: H04M 7/1295 Details of dual tone multiple frequency signalling

Abstract

A method for processing a call is provided. The method includes receiving an inbound call leg via a network device. The inbound call leg is processed using an interactive voice response (IVR) device, and an outbound call leg is generated based on processing the inbound call leg. The outbound call leg is made available to the network device. The inbound call leg and the outbound call leg are handed off from the IVR device to the network device.

Claims

1. A first network device for establishing a communication session between a calling party and a destination, the first network device comprising:

a first network interface to;

receive, from the calling party, a first inbound portion of an inbound call leg, and

transmit, to a second network device, a second inbound portion of the inbound call leg;

a second network interface to;

receive, from the second network device, a first outbound portion of an outbound call leg that connects the calling party with the destination, and

transmit, to the destination, a second outbound portion of the outbound call leg; and

a processor operatively associated with the first network interface and the second network interface, the processor to;

cause the first network interface to transmit the second inbound portion to the second network device,

cause the second network interface to receive the first outbound portion when the second network device has interacted with the second inbound portion, and

bridge the first inbound portion to the second outbound portion, in response to detecting a particular dual tone multifrequency (DTMF) signal, to maintain connectivity, where when bridging the first inbound portion to the second outbound portion, the processor is to;

cause the second inbound portion to be dropped in response to a BYE request associated with the second inbound portion, and

cause the first outbound portion to be dropped in response to a BYE request associated with the first outbound portion.

2. The first network device of claim 1, where the processor bridges the first inbound portion to the second outbound portion in response to a bridging instruction received from the first network device or a third network device.

3. The first network device of claim 1, where the first network device includes a firewall device and the second network device includes an interactive voice response system.

4. The first network device of claim 3, where the interactive voice response system is associated with a contact center.

5. The first network device of claim 1, where the inbound call leg is associated with an INVITE request processed by the second network device.

6. The first network device of claim 1, where the processor is further to:

detect a second DTMF signal associated with at least one of the inbound call leg or the outbound call leg.

7. The first network device of claim 6, where the processor is further to:

cause at least one of the second inbound portion or the first outbound portion to be re-established when the second DTMF signal is detected.

8. The first network device of claim 7, where the second DTMF signal is associated with a calling card.

9. A device-implemented media server comprising:

an interactive voice response (IVR) module to process a dual tone multifrequency (DTMF) signal associated with an inbound call leg from a caller;

a first network interface to receive the inbound call leg;

a second network interface to transmit, in response to an INVITE request, an outbound call leg to a network device; and

a processor to;

cause the first network interface to transmit the inbound call leg to the IVR module,

cause the second network interface to transmit the outbound call leg to the network device, based on the processing performed by the IVR module, where the outbound call leg connects the caller to a destination that is communicatively connected to the caller by the network device,

handoff the inbound call leg and the outbound call leg to the network device, and

reconnect to at least one of the inbound call leg or the outbound call leg when a second DTMF signal, associated with at least one of the inbound call leg or the outbound call leg, is detected.

10. The media server of claim 9, where the processor is further to:

handoff the incoming call leg in response to a BYE request associated with the inbound call leg, and

handoff the outbound call leg in response to a BYE request associated with the outbound call leg.

11. The media server of claim 9, where the network device includes a firewall.

12. The media server of claim 9, where the inbound call leg and the outbound call leg are associated with a packet network.

13. A system to establish a calling session in a communications network, the system comprising:

a device-implemented media server having a first media server port and a second media server port;

a device-implemented media firewall to;

receive, at a first media firewall port, a first inbound call leg portion of an inbound call leg via the network,

transmit, to the first media server port, a second inbound call leg portion of the inbound call leg,

receive, from the second media server port, a first outbound call leg portion of an outbound call leg,

transmit, to a destination device, a second outbound call leg portion of the outbound call leg,

bridge the first inbound call leg portion to the second outbound call leg portion, the bridging causing the media server to be removed from the communication session, and

reconnect the inbound call leg to the first media server port and the outbound call leg to the second media server port in response to detecting a dual tone multifrequency (DTMF) signal.

14. The system of claim 13, where the media server disconnects the first media server port from the inbound call leg and the second media server port from the outbound call leg.

15. The system of claim 13, where the DTMF signal is associated with at least one of a re-originate request associated with a pre-paid calling card, a take back and transfer request associated with a calling session, or an enhanced call routing request.

16. The system of claim 13, further comprising:

a device-implemented service controller for sending an INVITE request to the media server to facilitate establishing the calling session.

17. The system of claim 13, further comprising:

a device-implemented interactive voice response system operatively associated with the media server for processing the inbound call leg.

18. The system of claim 13, where the media firewall further comprises:

a processor to monitor the first inbound call leg portion or the second outbound call leg portion for a particular dual tone multifrequency (DTMF) signal.

19. A method for processing a call on a network, comprising:

receiving, at a second network device having an interactive voice response (IVR) device, an inbound call leg, from a caller, via a first network device;

processing the inbound call leg using the IVR device;

generating, by the second network device, an outbound call leg based on the processing of the inbound call leg, where the outbound call leg connects the caller to a destination;

transmitting the outbound call leg to the first network device;

handing off, from the IVR device to the first network device, the inbound call leg, in response to a BYE request associated with the inbound call leg, and handing off the outbound call leg, in response to a BYE request associated with the outbound call leg, where the inbound call leg and the outbound call leg are subsequently dropped;

detecting, by the second network device, a dual tone multifrequency (DTMF) signal; and

causing at least one of the inbound call leg or the outbound call leg to be reestablished with the IVR device in response to detecting the DTMF signal.

20. The method of claim 19, further comprising:

receiving, at the second network device, a handoff message from a service controller prior to handing off the inbound call leg and the outbound call leg, the handoff message causing the first network device to bridge the inbound call leg and the outbound call leg.

21. The method of claim 20, where the handoff message is a session initiation protocol message.

22. The method of claim 19, further comprising:

receiving, at a service controller, an INVITE request associated with the caller, the INVITE request for initiating the inbound call leg.

23. The method of claim 19, where the IVR device is associated with a contact center.

24. The method of claim 19, where at least one of the inbound call leg or the outbound call leg is established with the IVR device via the second network device.

25. The method of claim 19, where the inbound call leg is associated with a pre-paid calling card.