CA2537887A1 - Asynchronous event handling for video streams in interactive voice response systems - Google Patents

Asynchronous event handling for video streams in interactive voice response systems Download PDF

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Publication number
CA2537887A1
CA2537887A1 CA002537887A CA2537887A CA2537887A1 CA 2537887 A1 CA2537887 A1 CA 2537887A1 CA 002537887 A CA002537887 A CA 002537887A CA 2537887 A CA2537887 A CA 2537887A CA 2537887 A1 CA2537887 A1 CA 2537887A1
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Canada
Prior art keywords
content stream
event
interactive voice
voice response
script
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Granted
Application number
CA002537887A
Other languages
French (fr)
Other versions
CA2537887C (en
Inventor
George William Erhart
Valentine C. Matula
David Joseph Skiba
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Avaya Inc
Original Assignee
Avaya Technology LLC
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Filing date
Publication date
Application filed by Avaya Technology LLC filed Critical Avaya Technology LLC
Publication of CA2537887A1 publication Critical patent/CA2537887A1/en
Application granted granted Critical
Publication of CA2537887C publication Critical patent/CA2537887C/en
Active legal-status Critical Current
Anticipated expiration legal-status Critical

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42314—Systems providing special services or facilities to subscribers in private branch exchanges
    • H04M3/42323—PBX's with CTI arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4938—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals comprising a voice browser which renders and interprets, e.g. VoiceXML
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/0039—Services and arrangements where telephone services are combined with data services where the data service is provided by a stream of packets which are rendered in real time by the receiving terminal
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/50—Telephonic communication in combination with video communication

Abstract

A method and apparatus are disclosed for enabling an interactive voice response (IVR) system to deliver a video stream to a telecommunications terminal and handle events related to the video stream. In particular, the illustrative embodiment overcomes two disadvantages of the prior art. First, the illustrative embodiment enables events to be generated and caught by a script of an IVR system at any time during a call.
Second, the illustrative embodiment enables events to be handled in parallel with the execution of a script of the IVR system, thereby enabling the performing of actions response to a stream-related event without halting or interfering with other tasks of the IVR
script.

Claims (20)

1. A method comprising:

receiving a signal at an interactive voice response system during a call that involves said interactive voice response system and a telecommunications terminal, wherein said signal is associated with a content stream that is delivered to said telecommunications terminal during said call, and wherein said interactive voice response system executes an application to handle said call; and performing an action at said interactive voice response system in response to said signal;

wherein the performing of said action is concurrent with the execution of said application.
2. The method of claim 1 further comprising:

generating at said interactive voice response system an event that is based on said signal; and catching said event in said application of said interactive voice response system.
3. The method of claim 2 wherein the catching of said event and the performing of said action is specified by a script of said application that contains one or both of Voice eXtensible Markup Language and Speech Application Language Tags.
4. The method of claim 1 wherein the performing of said action is in a separate thread of said application.
5. The method of claim 1 wherein said application is for collecting input from said telecommunications terminal during said call; and wherein the performing of said action does not halt the collecting of said input.
6. The method of claim 1 wherein said signal is a Session Initiation Protocol message that is sent by said telecommunications terminal.
7. The method of claim 1 wherein said signal comprises a command from the user of said telecommunications terminal for controlling playback of said content stream.
8. The method of claim 1 wherein said signal is received from a content server that delivers said content stream to said telecommunications terminal.
9. The method of claim 8 wherein said signal indicates one of: (i) the start of playback of said content stream, and (ii) the completion of playback of said content stream.

-10 of 13-
10. The method of claim 1 wherein said signal indicates that quality of service for said content stream is below a threshold.
11. The method of claim 1 wherein said signal specifies the current playback position of said content stream.
12. The method of claim 1 wherein said action is for one or both of: stopping said content stream, and queueing another content stream.
13. The method of claim 1 wherein said action comprises logging temporal information associated with playback of said content stream.
14. A method comprising:

catching an event in a script of an interactive voice response system, wherein said event is associated with a content stream that is delivered to a telecommunications terminal during a call that involves said telecommunications terminal and an interactive voice response system;

spawning a thread that performs an action in response to said event; and interpreting one or more lines of code of said script during the execution of said thread.
15. The method of claim 14 wherein said event is associated with one of: (i) the start of playback of said content stream, and (ii) the completion of playback of said content stream.
16. The method of claim 14 wherein said event is associated with quality of service for said content stream.
17. The method of claim 14 wherein said event is associated with a user command for controlling playback of said content stream.
18. The method of claim 14 wherein said script contains one or both of Voice eXtensible Markup Language and Speech Application Language Tags.
19. A method comprising:

catching an event in a markup-language script;

spawning a thread in response to said event; and interpreting one or more lines of code of said markup-language script during the execution of said thread.

- 11 of 13 -
20. The method of claim i9 wherein said markup-language script is for handling a call that involves an interactive voice response system, and wherein said markup-language script contains one or both of Voice eXtensible Markup Language and Speech Application Language Tags.

- 12 of 13 -
CA2537887A 2005-03-10 2006-02-28 Asynchronous event handling for video streams in interactive voice response systems Active CA2537887C (en)

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US66024905P 2005-03-10 2005-03-10
US60/660,249 2005-03-10
US11/188,542 2005-07-25
US11/188,542 US7949106B2 (en) 2005-03-10 2005-07-25 Asynchronous event handling for video streams in interactive voice response systems

Publications (2)

Publication Number Publication Date
CA2537887A1 true CA2537887A1 (en) 2006-09-10
CA2537887C CA2537887C (en) 2011-03-29

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Family Applications (1)

Application Number Title Priority Date Filing Date
CA2537887A Active CA2537887C (en) 2005-03-10 2006-02-28 Asynchronous event handling for video streams in interactive voice response systems

Country Status (3)

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US (1) US7949106B2 (en)
EP (1) EP1701528B1 (en)
CA (1) CA2537887C (en)

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Also Published As

Publication number Publication date
US7949106B2 (en) 2011-05-24
US20070036293A1 (en) 2007-02-15
EP1701528B1 (en) 2018-02-07
CA2537887C (en) 2011-03-29
EP1701528A2 (en) 2006-09-13
EP1701528A3 (en) 2007-05-23

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