Voice over IP method for developing interactive voice response system

• US 8,953,755 B2
• Filed: 01/31/2013
• Issued: 02/10/2015
• Est. Priority Date: 07/24/2002
• Status: Expired due to Fees

• Current Assignee: SBC Properties, L.P.
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Reynolds, Douglas F.
• Primary Examiner(s): Phan, Joseph T
• Application Number:
  US13/755,665
• Publication Number:
  US 20130142317A1
• Time in Patent Office: 740 Days
• Field of Search: 379/68, 379/76, 379/88.17
• US Class Current: 379/88.16
• CPC Class Codes: G10L 13/00 Speech synthesis; Text to speech systems
• CPC Class Codes: H04L 65/1101 Session protocols
• CPC Class Codes: H04L 65/1106 Call signalling protocols; H.323 and related
• CPC Class Codes: H04L 65/401 wherein the services involve a main real-time session and one or more additional parallel real-time or time sensitive sessions, e.g. white board sharing or spawning of a subconference
• CPC Class Codes: H04M 1/271 controlled by voice recognition
• 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
• CPC Class Codes: H04M 3/4936 Speech interaction details speech recognition per se G10L15/00
• 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

Abstract

A personal interactive voice response service node includes a memory that stores executable instructions, and a processor that executes the executable instructions. The personal interactive voice response service node accepts personalized instructions to define interactive voice response service node prompts on behalf of an individual assigned a communications address serviced by the personal interactive voice response service node. The personal interactive voice response service node accepts personalized instructions to define actions to take in response to selections of corresponding interactive voice response service node prompts. When executed by the processor, the executable instructions cause the personal interactive voice response service node to identify a selection of an interactive voice response service node prompt and execute an action associated with the selection identified.

Claims

1. A personal interactive voice response service node, comprising:

a memory that stores executable instructions; and

a processor that executes the executable instructions,

wherein, the personal interactive voice response service node accepts personalized instructions from an individual to define interactive voice response service node prompts for a communications address to which communications are answered by the personal interactive voice response service node;

wherein the personal interactive voice response service node accepts personalized instructions from an individual via voice or keypad input to map actions to correspond to selections of interactive voice response service node prompts, and

when executed by the processor, the executable instructions cause the personal interactive voice response service node to identify a selection of an interactive voice response service node prompt and execute an action associated with the selection identified,

wherein voice communications to and from the personal interactive voice response service node are packetized in data packets and transmitted over the internet through a network server that coordinates communications for a plurality of personal interactive voice response service nodes.

2. The personal interactive voice response service node of claim 1,

wherein the personalized instructions are accepted as voice instructions.

3. The personal interactive voice response service node of claim 2,

wherein the voice instructions are packetized in voice coded digital packets.

4. The personal interactive voice response service node of claim 3,

wherein the voice coded digital packets are processed in order to define interactive voice response service node prompts and to map corresponding actions.

5. The personal interactive voice response service node of claim 1,

wherein the defined interactive voice response service node prompts and mapped corresponding actions are accepted by the personal interactive voice response service node from an external server.

6. The personal interactive voice response service node of claim 1,

wherein the personal interactive voice response service node executes the executable instructions to play the interactive voice response service node prompts and to take the actions for incoming communications to the personal interactive voice response service node.

7. The personal interactive voice response service node of claim 1,

wherein the corresponding actions are in furtherance of transactions requested in incoming communications.

8. The personal interactive voice response service node of claim 1,

wherein one of the interactive voice response service node prompts is specifically tailored for an incoming communication from a predetermined counterparty.

9. The personal interactive voice response service node of claim 1,

wherein one of the corresponding actions is specifically tailored for an incoming communication from a predetermined counterparty.

10. The personal interactive voice response service node of claim 1,

wherein the personal interactive voice response service node executes transactions on behalf of counterparties communicating via incoming communications.

11. The personal interactive voice response service node of claim 10,

wherein the personal interactive voice response service node forwards information for transactions over a network to update the network server.

12. The personal interactive voice response service node of claim 1,

wherein the individual is allowed to regulate access to the personal interactive voice response service node in accordance with preset privacy levels.

13. The personal interactive voice response service node of claim 12,

wherein the preset privacy levels are received as subscriber data.

14. The personal interactive voice response service node of claim 1,

wherein the personal interactive voice response service node is configured to authenticate a counterparty in an incoming communication.

15. The personal interactive voice response service node of claim 1,

wherein the personal interactive voice response service node comprises a personal communications device.

16. The personal interactive voice response service node of claim 1,

wherein the personal interactive voice response service node further comprises the network server that coordinates communications for a plurality of personal interactive voice response service nodes.

17. The personal interactive voice response service node of claim 1,

wherein the individual can select an outgoing message to play as an interactive voice response service node prompt for a specific predetermined incoming communication.

18. The personal interactive voice response service node of claim 17,

wherein a caller in an incoming communication is authenticated by providing an access code before being played the outgoing message selected.

19. The personal interactive voice response service node of claim 1,

wherein incoming communications can be routed to different communications addresses for different types of incoming communications each serviced by the personal interactive voice response node.

20. A method for providing a personal interactive voice response service node, comprising:

accepting, at a personal interactive voice response service node comprising a memory that stores instructions and a processor that executes instructions, personalized instructions from an individual to define interactive voice response service node prompts for a communications address to which communications are answered by the personal interactive voice response service node;

accepting personalized instructions from an individual via voice or keypad input to map actions to correspond to selections of interactive voice response service node prompts; and

identifying a selection of an interactive voice response service node prompt and executing an action associated with the selection identified based on the processor executing the executable instructions in response to receiving the selection of the interactive voice response service node prompt,

wherein voice communications to and from the personal interactive voice response service node are packetized in data packets and transmitted over the internet through a network server that coordinates communications for a plurality of personal interactive voice response service nodes.