Telecommunications architecture for call center services using advanced interactive voice responsive service node

A system for handling call center calls on a telecommunications network and providing advanced interactive voice response services comprising:

• a plurality of next generation service nodes for performing interactive voice response (IVR) services;
• a plurality of data access points to route calls from the telecommunications network to said plurality of next generation service nodes;
• a signaling gateway which translates between the signaling system used in the telecommunications network and a proprietary signaling protocol used in said plurality of next generation service nodes;
• a service creation environment which allows a customer to create application files to be performed on said plurality of next generation service nodes;
• and
• a local support element that collects alarms generated by each of said plurality of next generation service nodes during execution of said application files.

A method for handling call center calls on a telecommunications network and providing advanced interactive voice response services comprising the steps of:

• (1) receiving a call routing query for a call from the telecommunications network, where said call routing query uses a carrier messaging system;
• (2) processing said call routing query to determine a physical routing address and an application identifier based on predetermined criteria;
• (3) requesting resources on a next generation service node where said next generation service node is identified by said physical routing address;
• (4) translating said call routing query from said carrier messaging system to a telecommunication service provider's proprietary signaling protocol which is understood by said next generation service node;
• (5) establishing a connection between said call and said next generation service node;
• (6) retrieving a customer application file from a shared disk array, where said customer application file is selected based on said application identifier;
• and
• (7) executing said customer application file to perform the interactive voice response services for said call.