Systems and methods for generating and testing interactive voice response applications

• US 9,247,054 B2
• Filed: 08/09/2011
• Issued: 01/26/2016
• Est. Priority Date: 12/21/2005
• Status: Active Grant

• Current Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Original Assignee: Verizon Patent and Licensing Incorporated (Verizon Communications Inc.)
• Inventors: Sharma, Rajesh
• Primary Examiner(s): Phan, Joseph T
• Application Number:
  US13/205,934
• Publication Number:
  US 20110293075A1
• Time in Patent Office: 1,631 Days
• US Class Current: 1/1
• CPC Class Codes: H04M 3/24 with provision for checking the normal operation
• 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

Abstract

A method for testing an interactive voice response application may include storing a number of files associated with interactive voice response applications. The method may also include receiving a selection from a user, where the selection corresponds to a first one of the files. The files may include a number of prompts and may be stored in a first format. The method may further include accessing the first file and generating a second file based on the first file, where the second file includes links to audio files associated with the prompts and is stored in a second format.

Claims

1. A method for testing an interactive voice response application, comprising:

storing a plurality of files associated with a plurality of interactive voice response applications;

receiving a selection from a first user, the selection corresponding to a first one of the plurality of files, wherein the first file comprises a plurality of prompts and is stored in a first format;

accessing the first file;

generating a second file based on the first file, the second file including links to audio files associated with the plurality of prompts and being stored in a second format,

wherein the generating a second file includes;

inserting the links in the second file, wherein the links are associated with locations where the audio files associated with the plurality of prompts are stored;

the method further comprising;

receiving a second selection from a second user, the second selection corresponding to a first link to a first audio file;

playing the first audio file to the second user; and

displaying text associated with the first audio file to the second user when the first audio file is being played to allow the second user to verify that the first audio file is accurate.

2. The method of claim 1, further comprising:

receiving a first input from the second user, the first input identifying the second file; and

displaying information associated with the plurality of prompts to the second user in response to the first input.

3. The method of claim 1, wherein the first file comprises a spreadsheet type file.

4. The method of claim 3, wherein the second file comprises a hypertext markup language file and the links comprise hyperlinks.

5. The method of claim 1, further comprising:

providing a user interface to the first user, the user interface being configured to;

allow the first user to select at least one property associated with displaying the plurality of prompts.

6. The method of claim 5, wherein a first one of the at least one property allows the first user to select an order in which the plurality of prompts are displayed.

7. The method of claim 6, further comprising:

receiving an input from the first user regarding an order in which the plurality of prompts are to be displayed; and

displaying the plurality of prompts in the selected order.

8. The method of claim 5, wherein the user interface is further configured to:

allow the first user to provide information identifying at least one location where the audio files are stored.

9. The method of claim 5, wherein the user interface is further configured to:

allow the first user to identify a plurality of prompts using a first identifier.

10. The method of claim 9, wherein the first identifier comprises a name, a prefix or a location associated with the plurality of prompts.

11. A system, comprising:

a memory configured to store a plurality of files associated with a plurality of interactive voice response programs;

a display device;

an input device configured to;

receive a first selection from a user, the first selection corresponding to a first one of the plurality of files associated with a first one of the plurality of interactive voice response programs, wherein the first file includes links to a plurality of audio files corresponding to a plurality of prompts, and

receive a second selection from the user, the second selection corresponding to a first link to a second one of the plurality of audio files; and

processing logic configured to;

access the second audio file based on the second selection, and

simultaneously play the second audio file and display text associated with the second audio file on the display device,

wherein the processing logic is further configured to;

generate the first file using a third file, wherein the third file is stored in a spreadsheet format and the first file is stored in a hypertext markup language format.

12. The system of claim 11, wherein the processing logic is further configured to:

provide a user interface configured to;

allow the user to select one or more properties associated with the plurality of prompts.

13. The system of claim 12, wherein a first one of the properties allows the user to select an order in which the plurality of prompts are to be displayed to the user.

14. The system of claim 12, wherein the user interface is further configured to:

allow the user to provide information identifying at least one location where the audio files are stored.

15. The system of claim 14, wherein the user interface is further configured to:

allow the user to identify a group of prompts using a first identifier.

16. The system of claim 15, wherein the first identifier comprises a name, a prefix or a location associated with the group of prompts.

17. A non-transitory computer-readable medium for testing an interactive voice response application, the non-transitory computer-readable medium having stored thereon a plurality of sequences of instructions, said sequences of instructions including instructions which, when executed by at least one processor, cause the at least one processor to:

provide a user interface to a user;

receive a first selection via the user interface, the first selection being associated with an interactive voice response program comprising a plurality of prompts;

access a first file based on the first selection, the first file being stored in a first format; and

generate a second file based on the first file, the second file having a second format and including links to audio files associated with the plurality of prompts, wherein when generating a second file, the instructions cause the at least one processor to;

insert the links in the second file, the links being associated with locations where the audio files associated with the plurality of prompts are stored, the instructions further causing the at least one processor to;

receive a second selection, via the user interface, corresponding to a first link to a first audio file, and

simultaneously play the first audio file and output text corresponding to the first audio file to a display device to allow the user to verify that the first audio file is accurate.

18. The non-transitory computer-readable medium of claim 17, further including instructions, which when executed by the at least one processor, cause the at least one processor to:

access the first audio file based on the second selection.

19. The non-transitory computer-readable medium of claim 17, wherein the first file comprises a spreadsheet type file and the second file comprises a hypertext markup language file.

20. The non-transitory computer-readable medium of claim 17, wherein the user interface is configured to receive information identifying locations where the audio files associated with the plurality of prompts are stored and when generating the second file, the instructions cause the at least one processor to:

insert the links associated with the identified locations into the second file, wherein a link for a first audio file associated with a first prompt is inserted in an area corresponding to text associated with the first prompt.

21. The non-transitory computer-readable medium of claim 17, wherein the instructions further cause the at least one processor to:

retrieve a first group of prompts in response to receiving an identifier via the user interface.