Integrated voice meassaging/voice response system

• US 5,416,830 A
• Filed: 12/28/1993
• Issued: 05/16/1995
• Est. Priority Date: 01/16/1991
• Status: Expired due to Term

• Current Assignee: Avaya Incorporated
• Original Assignee: Octel Communications Corp. (Nokia Corporation)
• Inventors: Andre, Stephen M., Fang, Shin-Jou, MacMillan, Duncan J. S. Jr., Davis, Lee A.
• Primary Examiner(s): Brown, Thomas W.
• Application Number:
  US08/175,173
• Time in Patent Office: 504 Days
• Field of Search: 379/88, 379/67, 379/89, 379/97, 379/212, 379/214, 379/201, 379/218
• US Class Current: 379/88.01
• 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 3/533 Voice mail systems

Abstract

An integrated voice messaging/interactive voice response system in which information given by a caller or known to a system database could be transferred among various application modules of the system is provided. The information is passed in the form of parameters in messages sent by one system module to another.

Claims

1. An interactive voice processing system comprising in combination:

interface means for connecting said interactive voice processing system to one or more incoming telephone lines, through each of which a caller engages in a respective call session with said system,

a plurality of processing modules, each performing a respective processing feature,

a voice response processor linking said interface means to said processing modules;

wherein

at least one of said processing modules gathers data from said caller;

said caller transfers among said processing modules; and

said voice response processor passes at least a portion of said gathered data from said at least one of said processing modules to other of said processing modules when input by said caller results in a transfer among said processing modules.

2. The system recited in claim 1 including a computer system and means connecting said interactive voice processor to said computer system.

3. The system recited in claim 1 wherein said incoming telephone lines are trunk lines connected to a PBX system.

4. The system recited in claim 1 wherein one of said processing modules provides voice mailbox functions.

5. An electronic system including an interactive voice response system, said electronic system comprising in combination:

a telephone PBX system connected to an incoming telephone line and to said interactive voice response system whereby a caller can be connected with said interactive voice response system via said incoming telephone line,

a first program module means in said interactive voice response system for issuing a first set of prompts to said caller requesting a first set of data and for gathering and recording said first set of data received from said caller via said incoming telephone line,

a second program module means in said interactive voice response system for issuing a second set of prompts to said caller requesting a second set of data and for gathering and recording said second set of data received from said caller via said incoming telephone line,

interface means for selectively connecting said caller to said first and second program module means and for transferring said caller connected to said first program module means to said second program module means,

means for inhibiting delivery of said second set of prompts if particular data which would be requested if said second set of prompts were issued is included in said first set of data, and if said particular data is in said first set of data, transferring said particular data to said second set of data,

whereby said particular data entered into said first program module means via said incoming telephone line can be used by said second program module means.

6. The electronic system recited in claim 5 including a computer system and means connecting said interactive voice response system to said computer system.

7. An electronic system comprising in combination;

a telephone PBX system connected to an incoming telephone line, an interactive voice processing system,

means connecting said telephone PBX system to said interactive voice processing system whereby said incoming telephone line can be connected to said interactive voice processing system,

first and second program module means in said interactive voice processing system, each of said program module means adapted to gather and record a particular set of data received via said incoming telephone line,

means for transferring a call on said incoming telephone line from one of said program module means to a different one of said program module means, and

means for transferring data from said first program module means to said second program module means if data in the particular set of data associated with said second program module means was previously recorded by said first program module means,

whereby at least part of said particular set of data entered in said first program module means can be used by said second program module means.

8. The electronic system recited in claim 7 including a computer system and means connecting said interactive voice processing system to said computer system.