US 5,737,393 A · Script-based interactive voice mail and voice response system

Abstract

Method and a system for a user-customizable interactive voice mail/voice response system are disclosed. In a preferred embodiment, an interactive voice mail/voice response ("IVR") system of the present invention enables a user to build and operate custom IVR functions. The system comprises a voice menu system comprising a plurality of menus, each comprising a plurality of script records, and a scripting engine for providing event queuing functions to the voice mail system. When a menu is activated in response to an incoming call, the activated menu queues appropriate events with the script engine for playing a greeting to the telephone line and optionally requesting and verifying a password input by the caller. The menu then requests each record to queue events for providing a prompt indicating the key association and the purpose of the record. The engine processes the event queue and concurrently processes incoming keys, which are sent to the active script by the menu and then dispatched by the menu to the record with which the key is associated. The record responds with event requests appropriate to its implementation. This continues until the call is terminated. In one aspect of the invention, the script engine is connected to a script editing mechanism for enabling a user to create new menus, change the properties of existing menus, add records from an available inventory of record types and change the properties of existing records using a series of graphical user interface screens and dialog boxes designed for that purpose.

Claims24

Dependent claims

A method of implementing a user-definable interactive voice mail/voice response (IVR) system on a personal computer (PC) having a display, the method comprising user-implemented steps of:

creating at least one menu for implementing a plurality of IVR functions selected by a user, said creating including defining properties of said at least one menu using a menu dialog box displayed on a display of said PC;
adding at least one menu record for implementing an IVR function to said at least one menu, said adding comprising:
selecting a type of menu record to be added;
and
defining properties of said menu record using a menu record dialog box displayed on said display in response to selecting said menu record type;
and
graphically representing on said display said at least one menu including said at least one menu record.

4 more elements

A method of operating an interactive voice mail and voice response (IVR) system on a personal computer (PC) having a display and electrically connected to a telephone line, the IVR system comprising at least one menu for implementing a plurality of user-selected IVR functions in an order defined by a user and comprising a plurality of menu records each having associated therewith one of said user-selected IVR functions, the method comprising the steps of:

(a) presenting on said display a graphical representation of said at least one menu;
(b) said user selecting a menu graphically represented on said display by selecting said graphical representation thereof;
(c) responsive to detection of a ringing signal on said telephone line, answering said telephone line and activating said selected menu;
(d) playing at least one prompt associated with said selected menu to a caller over said telephone line;
(e) for each menu record in said selected menu, playing a first prompt associated with said menu record for instructing said caller regarding how to initiate an IVR function associated with said menu record;
and
(f) responsive to receipt of a DTMF tone associated with one of said menu records over said telephone line, interrupting execution of step (e) and performing an IVR function associated with said one menu record.

4 more elements

Dependencies are inferred from the claim text.

Script-based interactive voice mail and voice response system

Life of this patent

Script-based interactive voice mail and voice response system

Life of this patent

Abstract

Claims24