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US 11,153,437 B2Granted
Call flow management
AssigneeFord Global Technologies, LLC
InventorsMark Downing, Vivekanantha Thangavadivel, Shane Mock, Sasikumar Viswanathan, Krishna Chaitanya, Eric Hensel, Ramesh Chalapaka
Life of this patent
Estimating the term…
Abstract
In a voice response unit (VRU) that is one of a plurality of VRU's, a call flow can be selected for an inbound voice call based on an identifier for the inbound voice call. A parameter can then be written to at least one directory server, the parameter specified to replace a default parameter for the selected call flow. The selected call flow can be invoked according to the parameter.
Claims18
A system, comprising:
- at least one directory server, and
- a plurality of interactive voice response units (VRUs), each VRU including a respective one of a plurality of directory servers;
- wherein a first one of the VRUs is programmed to:
- select, from a plurality of call flows, wherein each of the call flows includes a set of one or more steps and each of the call flows is selectable prior to identification of a user, a call flow for an inbound voice call based on an identifier of an origin for the inbound voice call;
- write to each of the directory servers in the respective VRUs a parameter specified to replace a default parameter for the selected call flow;
- and
- invoke the selected call flow according to the parameter.
4 more elements
A method, comprising:
- selecting, in a first voice response unit (VRU) that is one of a plurality of VRUs, each VRU including a respective one of a plurality of directory servers, from a plurality of call flows, wherein each of the call flows includes a set of one or more steps and each of the call flows is selectable prior to identification of a user, a call flow for an inbound voice call based on an identifier of an origin for the inbound voice call;
- writing from the first VRU to each of the directory servers in the respective VRUs a parameter specified to replace a default parameter for the selected call flow;
- and
- invoking from the first VRU the selected call flow according to the parameter.
1 more element
Dependencies are inferred from the claim text.