Voice over IP method for developing interactive voice response system

• US 9,253,323 B2
• Filed: 12/12/2014
• Issued: 02/02/2016
• Est. Priority Date: 07/24/2002
• Status: Expired due to Fees

• Current Assignee: SBC Properties, L.P. (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Reynolds, Douglas F.
• Primary Examiner(s): Phan, Joseph T
• Application Number:
  US14/568,623
• Publication Number:
  US 20150117621A1
• Time in Patent Office: 417 Days
• US Class Current: 1/1
• 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 process performed by a personal interactive voice response service node includes setting interactive voice response service node prompts for a communications address to which communications are answered by the personal interactive voice response service node. The process includes mapping, in response to individualized instructions, actions to correspond to selections of set interactive voice response service node prompts. The process also includes identifying a selection of an interactive voice response service node prompt and executing a mapped action corresponding to the selection identified. Voice communications to and from the personal interactive voice response service node are packetized and transmitted over the internet via a network server that coordinates communications for personal interactive voice response service nodes.

Claims

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

a memory that stores executable instructions; and

a processor,

wherein, when executed by the processor, the instructions cause the personal interactive voice response service node to perform a process comprising;

setting interactive voice response service node prompts for a communications address to which communications are answered by the personal interactive voice response service node;

mapping, in response to individualized instructions, actions to correspond to selections of set interactive voice response service node prompts; and

identifying a selection of an interactive voice response service node prompt and executing a mapped action corresponding to the selection identified,

wherein voice communications to and from the personal interactive voice response service node are packetized and transmitted over the interne via 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 individualized instructions are accepted as voice instructions.

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

wherein the voice instructions are packetized in digital packets.

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

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

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

wherein the individualized instructions to map interactive voice response service node prompts to corresponding actions are accepted by the personal interactive voice response service node from the network 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, the process performed by the personal interactive voice response service node further comprising:

forwarding via telephone to a predetermined party a message received at the personal interactive voice response service node.

8. The personal interactive voice response service node of claim 7, the process performed by the personal interactive voice response service node further comprising:

converting the message from text to speech to send via telephone to the predetermined Party.

9. The personal interactive voice response service node of claim 1, the process performed by the personal interactive voice response service node further comprising:

forwarding via email to a predetermined party a message received at the personal interactive voice response service node.

10. The personal interactive voice response service node of claim 9, the process performed by the personal interactive voice response service node further comprising:

converting the message from speech to text to send via email to the predetermined party.

11. The personal interactive voice response service node of claim 1, the process performed by the personal interactive voice response service node further comprising:

receiving an email message at the personal interactive voice response service node;

converting the email message into a synthesized voice; and

providing the email message via the synthesized voice to a predetermined party.

12. The personal interactive voice response service node of claim 1, the process performed by the personal interactive voice response service node further comprising:

forwarding via facsimile to a predetermined party a message received at the personal interactive voice response service node.

13. The personal interactive voice response service node of claim 12, the process performed by the personal interactive voice response service node further comprising:

converting the message from speech to text to send via facsimile to the predetermined Party.

14. The personal interactive voice response service node of claim 1, the process performed by the personal interactive voice response service node further comprising:

accessing data at an external site as a mapped action, and providing the data to a predetermined party.

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, further comprising:

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, the process performed by the personal interactive voice response service node further comprising:

accepting from an authorized individual a selection of 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, the process performed by the personal interactive voice response service node further comprising:

routing different types of incoming communications to different communications addresses each serviced by the personal interactive voice response node.

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

setting, at a personal interactive voice response service node comprising a memory that stores instructions and a processor, interactive voice response service node prompts for a communications address to which communications are answered by the personal interactive voice response service node;

mapping, in response to individualized instructions received over a communications network, actions to correspond to selections of set interactive voice response service node prompts; and

identifying a selection of an interactive voice response service node prompt and executing a mapped action corresponding to the selection identified,

wherein voice communications to and from the personal interactive voice response service node are packetized and transmitted over the Internet via a network server that coordinates communications for a plurality of personal interactive voice response service nodes.