Mobile voice self service device and method thereof

• US 8,521,536 B1
• Filed: 10/22/2012
• Issued: 08/27/2013
• Est. Priority Date: 06/13/2008
• Status: Active Grant

• Current Assignee: West Technology Group LLC (West Corporation)
• Original Assignee: West Corporation
• Inventors: Fox, Chad Daniel
• Primary Examiner(s): Shah, Paras D
• Application Number:
  US13/657,119
• Time in Patent Office: 309 Days
• Field of Search: 704/231, 704/234, 704/270.1, 704/270, 704/275, 379/88.01, 379/88.17, 379/88.18
• US Class Current: 704/270.1
• CPC Class Codes: G10L 15/00 Speech recognition G10L17/00 takes precedence
• CPC Class Codes: G10L 15/22 Procedures used during a speech recognition process, e.g. man-machine dialogue
• CPC Class Codes: G10L 21/00 Speech or voice signal processing techniques to produce another audible or non-audible signal, e.g. visual or tactile, in order to modify its quality or its intelligibility G10L19/00 takes precedence
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/4025 where none of the additional parallel sessions is real time or time sensitive, e.g. downloading a file in a parallel FTP session, initiating an email or combinational services
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04M 1/64 Automatic arrangements for answering calls; Automatic arrangements for recording messages for absent subscribers; Arrangements for recording conversations centralised dictation systems H04M11/10

Abstract

A Mobile Voice Self Service (MVSS) mobile device and method thereof. A VoiceXML browser that is implemented directly on the MVSS mobile device may request a VoiceXML application from a VoiceXML application server and process it. A call data manager may also be implemented on the MVSS mobile device and may provide call data that, in conjunction with data from the VoiceXML application server, may authorize access to advanced Media Resource Control Protocol (MRCP) services, such as Automatic Speech Recognition (ASR) or Text-To-Speech (TTS). A media resource gateway may then provide the advanced MRCP services to the VoiceXML application processed by the VoiceXML application browser. Hotkey navigations and bookmarked application points to VoiceXML applications may be created and applied through application analysis and state tracking. Therein, VoiceXML document transitions and user input are stored to maintain application state changes until the user requests creation of an application bookmark.

Claims

1. A Mobile Voice Self Service (MVSS) device, comprising:

an application browser executing within the MVSS mobile device to process an application requested from an application server;

a call data manager executing within the MVSS mobile device to provide call data that, in conjunction with data from the application server, authorize access to advanced Media Resource Control Protocol (MRCP) services; and

a media resource gateway executing within the MVSS mobile device to provide the advanced MRCP services to the application processed by the application browser.

2. The device as claimed in claim 1, wherein the application browser comprises a VoiceXML browser.

3. The device as claimed in claim 1, wherein the application comprises a VoiceXML application.

4. The device as claimed in claim 1, wherein the advanced MRCP services comprise at least one of Automatic Speech Recognition (ASR) and Text-To-Speech (TTS).

5. The device as claimed in claim 1, further comprising a Global Positioning System (GPS) component to provide location-based services to the mobile device.

6. The device as claimed in claim 1, wherein the mobile device is operable in at least one of a Code Division Multiple Access (CDMA) network and a Global System for Mobile Communications (GSM) network.

7. The device as claimed in claim 1, wherein the mobile device comprises at least one of a cellular telephone, a Personal Digital Assistant (PDA), and an iPhone.

8. The device as claimed in claim 1, wherein the call data manager is operable to communicate telephony events associated with a telephone call of the mobile device to a CTI management server.

9. The device as claimed in claim 1, wherein the media resource gateway is operable to process MRCP requests from the application browser.

10. A method, comprising:

requesting an application from an application server via an application browser implemented on a Mobile Voice Self Service (MVSS) mobile device;

providing call data from a call data manager implemented on the MVSS mobile device, wherein the call data, in conjunction with data from the application server, authorize access to advanced Media Resource Control Protocol (MRCP) services; and

providing the advanced MRCP services to the application requested by the application browser.

11. The method as claimed in claim 10, wherein the application is requested via a VoiceXML browser.

12. The method as claimed in claim 10, wherein a VoiceXML application is requested by the application browser.

13. The method as claimed in claim 10, wherein at least one of Automatic Speech Recognition (ASR) and Text-To-Speech (TTS) is provided to the application requested by the application browser.

14. The method as claimed in claim 10, further comprising providing Global Positioning System (GPS) location-based services to the MVSS mobile device.

15. The method as claimed in claim 10, wherein the MVSS mobile device operates in at least one of a Code Division Multiple Access (CDMA) network and a Global System for Mobile Communications (GSM) network.

16. The method as claimed in claim 10, wherein the application is requested, via the application browser, by at least one of a cellular telephone, a Personal Digital Assistant (PDA), and an iPhone.

17. The method as claimed in claim 12, further comprising creating and applying at least one of:

hotkey navigations and bookmarked application entry points, to the VoiceXML application.

18. The method as claimed in claim 17, further comprising storing VoiceXML document transitions to maintain application state changes until a request for creation of an application bookmark is received.

19. The method as claimed in claim 18, wherein at least one of the following actions occurs:

upon requesting the return to the application bookmark, the state changes are used to attempt to return to at least one of the bookmarked application entry points;

the VoiceXML document is requested;

predetermined requests to a least one remote system is generated; and

if the attempt to return to at least one of the bookmarked application entry points diverges from the VoiceXML document transitions, presenting a VoiceXML form at the point of divergence.

20. A non-transitory computer readable medium comprising instructions for:

requesting an application from an application server via an application browser implemented on a Mobile Voice Self Service (MVSS) mobile device;

providing call data from a call data manager implemented on the MVSS mobile device, wherein the call data, in conjunction with data from the application server, authorize access to advanced Media Resource Control Protocol (MRCP) services; and

providing the advanced MRCP services to the application requested by the application browser.