Dynamic multiple server IVR strings
First Claim
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1. A multiple server based interactive voice response (IVR) system for use by a caller with a first telephone not part of the system, the multiple server based IVR comprising:
- a general purpose computer programmed with a database of individual IVR strings, each individual IVR string associated with at least a self-identification telephone number and a first server connection to an external server, the multiple server based IVR system telephone accessible by each individual IVR string'"'"'s self-identification telephone number;
a first telephone number identifier operative to receive a first telephone number from a Dialed Number Identification Service (DNIS) when such first telephone calls the multiple server based IVR system at a first one of the self-identification telephone numbers;
the first telephone number identifier further operative to compare the first telephone number received to each of the telephone numbers associated with the individual IVR strings;
the first telephone number identifier operative to activate the first server connection to the external server of the individual IVR string associated with the self-identification telephone number matching the first telephone number;
wherein the individual IVR strings each further comprise;
a first greeting message associated with the individual IVR string;
at least one set of at least two individual interactive responses available in the individual IVR string;
a second post-response message associated with the individual IVR string and further associated with at least one of the individual interactive responses;
and wherein the multiple server based IVR system further comprises;
a string executor operative to play the messages of the individual IVR string when the individual IVR string is activated;
wherein;
the database further comprises at least two individual IVR strings both associated with the same self-identification telephone number;
the database further comprises a second telephone number associated with the individual IVR string;
and further comprising a second telephone number identifier operative to receive therein a second telephone number from an Automatic Number Identification (ANI) service when the first telephone calls the multiple server based IVR system;
and wherein the second telephone number identifier is further operative to compare the second telephone number to each of the second telephone numbers associated with the individual IVR strings;
and wherein the connection is further operative to activate the first server connection to the external server of the individual IVR string associated with the second telephone number received from the ANI service as well as the self-identification telephone number matching the first telephone number.
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Accused Products
Abstract
The present invention teaches a multiple server based interactive voice response (IVR) system in which individual IVR strings on an index computer are associated with connections to external servers, the IVR system index computer accessible by each individual IVR string'"'"'s self-identification telephone number either from Dialed Number Identification Service (DNIS) information, Automatic Number Identification (ANI) service information, item ID information provided by a caller or a combination thereof. When a call is received to the IVR system index computer, it uses DNIS, ANI and/or item ID information to route the call to string information (outgoing messages, menu options, etc) which might be located the index computer or on a clientele computer. In embodiments, the client business might be able to easily access the information associating options to messages and the message files themselves and change their IVR string without technical support.
16 Citations
10 Claims
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1. A multiple server based interactive voice response (IVR) system for use by a caller with a first telephone not part of the system, the multiple server based IVR comprising:
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a general purpose computer programmed with a database of individual IVR strings, each individual IVR string associated with at least a self-identification telephone number and a first server connection to an external server, the multiple server based IVR system telephone accessible by each individual IVR string'"'"'s self-identification telephone number; a first telephone number identifier operative to receive a first telephone number from a Dialed Number Identification Service (DNIS) when such first telephone calls the multiple server based IVR system at a first one of the self-identification telephone numbers; the first telephone number identifier further operative to compare the first telephone number received to each of the telephone numbers associated with the individual IVR strings; the first telephone number identifier operative to activate the first server connection to the external server of the individual IVR string associated with the self-identification telephone number matching the first telephone number; wherein the individual IVR strings each further comprise; a first greeting message associated with the individual IVR string; at least one set of at least two individual interactive responses available in the individual IVR string; a second post-response message associated with the individual IVR string and further associated with at least one of the individual interactive responses; and wherein the multiple server based IVR system further comprises; a string executor operative to play the messages of the individual IVR string when the individual IVR string is activated; wherein; the database further comprises at least two individual IVR strings both associated with the same self-identification telephone number; the database further comprises a second telephone number associated with the individual IVR string; and further comprising a second telephone number identifier operative to receive therein a second telephone number from an Automatic Number Identification (ANI) service when the first telephone calls the multiple server based IVR system; and wherein the second telephone number identifier is further operative to compare the second telephone number to each of the second telephone numbers associated with the individual IVR strings; and wherein the connection is further operative to activate the first server connection to the external server of the individual IVR string associated with the second telephone number received from the ANI service as well as the self-identification telephone number matching the first telephone number. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A multiple interactive voice response (IVR) system controllable by a non-technical individual IVR system owner, the multiple IVR system comprising:
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a database of individual IVR strings, each individual IVR string in turn comprising; a first telephone number associated with the individual IVR string; a first greeting message associated with the individual IVR string; at least one set of at least two individual interactive responses available in the individual IVR string; a second post-response message associated with the individual IVR string and further associated with at least one of the individual interactive responses; the database of individual IVR strings further allowing access to each of the telephone numbers associated with the individual IVR strings; a first telephone number identifier operative to receive a first telephone number from a Dialed Number Identification Service (DNIS) when a first telephone calls the multiple IVR system at the first telephone number; the first telephone number identifier further operative to compare the first telephone number to each of the telephone numbers associated with the individual IVR strings; an initiator operative to attach an individual IVR string associated with a telephone number matching the first telephone number; a connection operative to connect the first telephone to the individual IVR string associated with the telephone number matching the first telephone number; at least one recording module allowing such non-technical individual IVR system owner to record at least one of the first and second messages without technical assistance; wherein; the database further comprises at least two individual IVR strings both associated with the same first telephone number; the database further comprises a second telephone number associated with the individual IVR string; and further comprising a second telephone number identifier operative to receive therein a second telephone number from an Automatic Number Identification (ANI) service when the first telephone calls the multiple IVR system; and wherein the second telephone number identifier is further operative to compare the second telephone number to each of the telephone numbers associated with the individual IVR strings; and wherein the initiator is further operative to attach an individual IVR string associated with the second telephone number; and wherein the connection is further operative to connect the first telephone to the individual IVR string associated with the telephone number matching the second telephone number received from an ANI service as well as the telephone number matching the first telephone number received from the DNIS. - View Dependent Claims (9, 10)
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Specification
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Current AssigneeO'Hanlon Limited
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Original AssigneeKenneth Peter Ohanlon
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InventorsOhanlon, Kenneth Peter
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Primary Examiner(s)Anwah, Olisa
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Application NumberUS12/378,922Publication NumberTime in Patent Office1,536 DaysField of Search379/67.1, 379/68, 379/70, 379/76, 379/142.01, 379/142.04US Class Current379/76CPC Class CodesH04M 3/42068 where the identifier is use...H04M 3/493 Interactive information ser...H04M 3/5237 Interconnection arrangement...
