Systems, Methods and Computer Program Products for Designing, Deploying and Managing Interactive Voice Response (IVR) Systems
First Claim
1. A method of designing an Interactive Voice Response (IVR) system, comprising:
- accepting a plurality of designer inputs to generate, on a single display screen, a flowchart of interconnected flowchart processing blocks and flowchart decision blocks that represent a process flow of processing steps and branches, respectively, in the IVR system, wherein the flowchart processing blocks display, on the single display screen, a respective processing step that takes place in a respective processing block, and the flowchart decision blocks display, on the single display screen, a respective decision that is made in a respective decision block and at least two branches that result from a respective decision.
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Abstract
An IVR system may be designed by accepting designer inputs to generate, on a display screen, a flowchart of interconnected flowchart processing blocks and flowchart decision blocks that represent a process flow of processing steps and branches, respectively, in the IVR system. By allowing the designer to generate a flowchart of interconnected flowchart processing blocks and flowchart decision blocks on a single display screen, a potentially simplified graphical user interface may be provided for designing an IVR system. The flowchart of interconnected flowchart processing blocks and flowchart decision blocks may be executed, based on at least one designer input on a keypad image, to simulate or test the IVR system. A self-documenting audit trail may be provided during the design of the IVR system. These audit trails may be associated with a version of the IVR system, so that multiple versions of the system may be managed. When deploying the IVR system, caller inputs may be sequentially stored in an order in which they were provided by the caller, to provide call logging. Regulatory compliance thereby may be facilitated.
48 Citations
48 Claims
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1. A method of designing an Interactive Voice Response (IVR) system, comprising:
accepting a plurality of designer inputs to generate, on a single display screen, a flowchart of interconnected flowchart processing blocks and flowchart decision blocks that represent a process flow of processing steps and branches, respectively, in the IVR system, wherein the flowchart processing blocks display, on the single display screen, a respective processing step that takes place in a respective processing block, and the flowchart decision blocks display, on the single display screen, a respective decision that is made in a respective decision block and at least two branches that result from a respective decision. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13)
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14. A method of designing an Interactive Voice Response (IVR) system, comprising:
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obtaining a process flow of processing steps and branches in the IVR system; and
executing the process flow of processing steps and branches based on at least one designer input to test the IVR system, while displaying the process flow of processing steps and branches on a single display screen, wherein the respective processing steps display, on the single display screen, the processing that takes place in the respective processing step, and the respective branches display, on the single display screen, a respective decision that is made and at least two branches that result from the respective decision. - View Dependent Claims (15, 16)
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17. An Interactive Voice Response (IVR) system, comprising:
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means for accepting designer inputs; and
means for generating, on a single display screen, a flowchart of interconnected flowchart processing blocks and flowchart decision blocks that represent a process flow of processing steps and branches, respectively, in the IVR system, in response to a plurality of designer inputs at the means for accepting, wherein the flowchart processing blocks display, on the single display screen, a respective processing step that takes place in a respective processing block, and the flowchart decision blocks display, on the single display screen, a respective decision that is made in a respective decision block and at least two branches that result from a respective decision. - View Dependent Claims (18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29)
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30. An Interactive Voice Response (IVR) system, comprising:
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means for obtaining a process flow of processing steps and branches in the IVR system; and
means for executing the process flow of processing steps and branches based on at least one designer input to test the IVR system, while displaying the process flow of processing steps and branches on a single display screen, wherein the respective processing steps display, on the single display screen, the processing that takes place in the respective processing step, and the respective branches display, on the single display screen, a respective decision that is made and at least two branches that result from the respective decision. - View Dependent Claims (31, 32)
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33. A computer program product that is configured to provide an Interactive Voice Response (IVR) system, the computer program product comprising a computer usable storage medium having computer-readable program code embodied in the medium, the computer-readable program code comprising:
computer-readable program code that is configured to accept a plurality of designer inputs to generate, on a single display screen, a flowchart of interconnected flowchart processing blocks and flowchart decision blocks that represent a process flow of processing steps and branches, respectively, in the IVR system, wherein the flowchart processing blocks display, on the single display screen, a respective processing step that takes place in a respective processing block, and the flowchart decision blocks display, on the single display screen, a respective decision that is made in a respective decision block and at least two branches that result from a respective decision. - View Dependent Claims (34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45)
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46. A computer program product that is configured to provide an Interactive Voice Response (IVR) system, the computer program product comprising a computer usable storage medium having computer-readable program code embodied in the medium, the computer-readable program code comprising:
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computer-readable program code that is configured to obtain a process flow of processing steps and branches in the IVR system; and
computer-readable program code that is configured to execute the process flow of processing steps and branches based on at least one designer input to test the IVR system, while displaying the process flow of processing steps and branches on a single display screen, wherein the respective processing steps display, on the single display screen, the processing that takes place in the respective processing step, and the respective branches display, on the single display screen, a respective decision that is made and at least two branches that result from the respective decision. - View Dependent Claims (47, 48)
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Specification