Second level interactive voice response component
AssigneeIntermedia.net, Inc.
InventorsVladimir Pereira, Larry Brown, Joseph DeClara
Life of this patent
Estimating the term…
Abstract
In an example embodiment, a solution is provided that introduces a second level IVR component controlled by a call control service that also controls a first IVR component. Controlling the IVR components using this call control service (which also interfaces with client software operated by a human agent) allows for data collected during the IVR sessions or during a live session with the human agent to be shared among the components. This also acts to eliminate the need for a traditional “transfer” of a call from a human agent to an IVR or vice versa, which would often be accompanied by audible clicks or beeps discernable to the caller.
Claims20
A system comprising:
- a first interactive voice response (IVR) component implementing one or more IVR scripts, the one or more IVR scripts, when executed, performing a flow of automatic voice prompts to callers, the first IVR component assigned a phone number to which calls may be made or transferred;
- and
- a second IVR component coupled to the first IVR component, the second IVR component implementing an additional one or more IVR scripts, the additional one or more IVR scripts, when executed, performing another flow of automatic voice prompts to callers, the second IVR component assigned an identification to which calls may be transferred.
A method comprising:
- accessing, at a first IVR component contained within a call control service running at a central data center at a first geographic location, one or more IVR scripts, the one or more IVR scripts, when executed, performing a flow of automatic voice prompts to callers on phone calls, the first IVR component assigned a phone number to which calls may be made or transferred;
- accessing, at a second IVR component contained within the call control service, an additional one or more IVR scripts, the additional one or more IVR scripts, when executed, performing an additional flow of automatic voice prompts to callers on phone calls, the second IVR component assigned an identification to which calls may be transferred;
- pushing the one or more IVR scripts and the additional one or more IVR scripts to a media server running in a managed service provider data center at a second geographic location;
- receiving, from the media server, one or more events occurring during execution of the one or more IVR scripts, without receiving any voice media from the media server, the one or more events including a transfer from a script from the one or more IVR scripts to a script from the additional one or more IVR scripts;
- and
- causing transfer of a call from the script from the one or more IVR scripts to the script from the additional one or more IVR scripts using the identification.
A non-transitory machine-readable storage medium comprising instructions, which, when implemented by one or more machines, cause the one or more machines to perform operations comprising:
- accessing, at a first IVR component contained within a call control service running at a central data center at a first geographic location, one or more IVR scripts, the one or more IVR scripts, when executed, performing a flow of automatic voice prompts to callers on phone calls, the first IVR component assigned a phone number to which calls may be made or transferred;
- accessing, at a second IVR component contained within the call control service, an additional one or more IVR scripts, the additional one or more IVR scripts, when executed, performing an additional flow of automatic voice prompts to callers on phone calls, the second IVR component assigned an identification to which calls may be transferred;
- pushing the one or more IVR scripts and the additional one or more IVR scripts to a media server running in a managed service provider data center at a second geographic location;
- receiving, from the media server, one or more events occurring during execution of the one or more IVR scripts, without receiving any voice media from the media server, the one or more events including a transfer from a script from the one or more IVR scripts to a script from the additional one or more IVR scripts;
- and
- causing transfer of a call from the script from the one or more IVR scripts to the script from the additional one or more IVR scripts using the identification.
Dependencies are inferred from the claim text.