Multi-modal communications method
AssigneeSBC Technology Resources, Inc.
InventorsSatish Parolkar, Vikram Bhavsar
Life of this patent
Estimating the term…
Abstract
Communications between an agent and a party using a communications device involve sending an interactive script using session initiation protocol (SIP) to the communications device. The interactive script gathers information from the communications device or a user of the communications device and the requested information is then forwarded to an agent terminal using SIP. The interactive script is written in a high-level language and securely stored, such that an authorized party can easily access and alter the script to suit a need for particular information.
Claims24
A method of collecting information from a communications device of a user for use by a recipient device, the method comprising:
- establishing a communications connection between the communications device and the recipient device;
- sending an interactive text markup programming language script to the communications device using a session initiation protocol (SIP) message, the script comprising at least one query;
- and
- receiving an answer from the communications device in response to the at least one query, the answer being automatically generated by the communications device.
A method of determining a final call destination for a caller using a communications device, the method comprising:
- sending an interactive text markup programming language script, including at least one query, from a call queue to the communications device using a session initiation protocol (SIP) message;
- attempting to receive an answer to each query from the communications device without requiring an action by the user of the communications device;
- for each query that is not answered by the communications device, presenting the query to the caller via a user interface associated with the communications device;
- when an answer to the at least one query has been received from one of the communications device and the caller, returning the script and the answers to the call queue;
- and
- determining the call destination based on the answers to the at least one query.
A method of interactively pre-screening caller information of a caller using a communications device, the method comprising:
- establishing a communications connection between an information service and the communications device;
- sending an interactive text markup programming language script, including at least one query, from the information service to the communications device used by the caller, using a session initiation protocol (SIP) message;
- integrating into the interactive script at least one answer to the query, the answer being automatically generated by the communications device;
- receiving the script, including the at least one answer, at the information service.
A computer readable medium for storing a computer program that controls collection of information from a communications device of a user for receipt at a recipient device, the computer readable medium comprising:
- a session initiation protocol (SIP) segment that creates a session initiation protocol message that is sent to the communications device, the SIP message comprising an interactive text markup programming language script that comprises at least one query;
- a data processing segment that receives and analyzes an answer from the communications device in response to the at least one query, the answer being automatically generated by the communications device.
An data reception system that receives collected data from a communications device of a caller, comprising:
- an automated call distributor that receives a call from a user device over an IP network;
- a call queue that receives the call from the automated call distributor and sends an interactive text markup programming language script, including at least one query, to the communications device of the caller using a session initiation protocol (SIP) message;
- a media gateway that translates the script into a format compatible with the communications device of the caller when the communications device of the caller does not support the modality of the script as sent by the call queue;
- wherein when an answer to the at least one query, automatically generated by the communications device, has been received from the communications device, the answers are processed at the call queue.
Dependencies are inferred from the claim text.