WO2002027708A3 - Call processing system with interactive voice response - Google Patents

Call processing system with interactive voice response Download PDF

Info

Publication number
WO2002027708A3
WO2002027708A3 PCT/US2001/029911 US0129911W WO0227708A3 WO 2002027708 A3 WO2002027708 A3 WO 2002027708A3 US 0129911 W US0129911 W US 0129911W WO 0227708 A3 WO0227708 A3 WO 0227708A3
Authority
WO
WIPO (PCT)
Prior art keywords
call processing
processing systems
voice response
interactive voice
processing system
Prior art date
Application number
PCT/US2001/029911
Other languages
French (fr)
Other versions
WO2002027708A2 (en
Inventor
Joseph R Palacios
Ramchand Angia
Kenneth Edwards
Original Assignee
Havover Comm
Priority date (The priority date 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 date listed.)
Filing date
Publication date
Application filed by Havover Comm filed Critical Havover Comm
Priority to AU2001293049A priority Critical patent/AU2001293049A1/en
Publication of WO2002027708A2 publication Critical patent/WO2002027708A2/en
Publication of WO2002027708A3 publication Critical patent/WO2002027708A3/en

Links

Classifications

    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L13/00—Speech synthesis; Text to speech systems
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L15/00—Speech recognition
    • G10L15/26—Speech to text systems
    • 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
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/08—Indicating faults in circuits or apparatus
    • H04M3/12—Marking faulty circuits "busy"; Enabling equipment to disengage itself from faulty circuits ; Using redundant circuits; Response of a circuit, apparatus or system to an error
    • 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
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems

Landscapes

  • Engineering & Computer Science (AREA)
  • Acoustics & Sound (AREA)
  • Health & Medical Sciences (AREA)
  • Audiology, Speech & Language Pathology (AREA)
  • Human Computer Interaction (AREA)
  • Physics & Mathematics (AREA)
  • Computational Linguistics (AREA)
  • Multimedia (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Telephonic Communication Services (AREA)
  • Exchange Systems With Centralized Control (AREA)
  • Data Exchanges In Wide-Area Networks (AREA)

Abstract

A call processing system has an architecture that provides interactive voice response to callers before further routing of calls. Ports connected to the telephone network are coupled to processors that perform interactive voice response without a distributive switch therebetween, Redundancy is provided at component and system level and an uniterruptible power supply and transfer panel are connected to a supplemental generator. Local call processing systems are connected by multiple networks to remote call processing systems with a redundant distributed database accessible to the processors and resource servers for providing other services, such as text-to-speech and speech recognition. A resource management unit detects, stores and reports resources available on each system to higher level call processing systems connected via the network. Addresses of call processing systems at least at higher levels are accessible by a local call processing system for redundancy.
PCT/US2001/029911 2000-09-25 2001-09-25 Call processing system with interactive voice response WO2002027708A2 (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU2001293049A AU2001293049A1 (en) 2000-09-25 2001-09-25 Call processing system with interactive voice response

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US66830600A 2000-09-25 2000-09-25
US09/668,306 2000-09-25

Publications (2)

Publication Number Publication Date
WO2002027708A2 WO2002027708A2 (en) 2002-04-04
WO2002027708A3 true WO2002027708A3 (en) 2002-08-08

Family

ID=24681816

Family Applications (2)

Application Number Title Priority Date Filing Date
PCT/US2001/029880 WO2002028077A2 (en) 2000-09-25 2001-09-25 Call processing system with interactive voice response
PCT/US2001/029911 WO2002027708A2 (en) 2000-09-25 2001-09-25 Call processing system with interactive voice response

Family Applications Before (1)

Application Number Title Priority Date Filing Date
PCT/US2001/029880 WO2002028077A2 (en) 2000-09-25 2001-09-25 Call processing system with interactive voice response

Country Status (3)

Country Link
AU (2) AU2001293049A1 (en)
CA (1) CA2357205A1 (en)
WO (2) WO2002028077A2 (en)

Families Citing this family (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP1411497A1 (en) * 2002-10-18 2004-04-21 Koninklijke KPN N.V. System and method for hierarchical voice activated dialling and service selection
EP2293290A1 (en) 2009-08-26 2011-03-09 Swisscom AG Voice interactive service system and method for providing different speech-based services
US8886542B2 (en) 2009-08-26 2014-11-11 Roger Lagadec Voice interactive service system and method for providing different speech-based services

Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6327363B1 (en) * 1998-04-17 2001-12-04 Mci Worldcom, Inc. Method and system for automated customer services
US6338130B1 (en) * 1999-03-11 2002-01-08 International Business Machines Corporation Adaptive method and apparatus for allocation of DSP resources in a communication system

Family Cites Families (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
NZ336939A (en) * 1997-02-03 2001-04-27 Mci Communications Corp Multimedia communication via telephony (circuit switched) and packet switched (internet) networks
US5945989A (en) * 1997-03-25 1999-08-31 Premiere Communications, Inc. Method and apparatus for adding and altering content on websites
US6292480B1 (en) * 1997-06-09 2001-09-18 Nortel Networks Limited Electronic communications manager
US5982863A (en) * 1997-08-27 1999-11-09 Phytel, Inc. Communications system for a service provider
WO1999016229A1 (en) * 1997-09-23 1999-04-01 Intervoice Limited Partnership Dynamic distributions of applications and associated resource utilization
US7082397B2 (en) * 1998-12-01 2006-07-25 Nuance Communications, Inc. System for and method of creating and browsing a voice web

Patent Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6327363B1 (en) * 1998-04-17 2001-12-04 Mci Worldcom, Inc. Method and system for automated customer services
US6338130B1 (en) * 1999-03-11 2002-01-08 International Business Machines Corporation Adaptive method and apparatus for allocation of DSP resources in a communication system

Also Published As

Publication number Publication date
WO2002027708A2 (en) 2002-04-04
CA2357205A1 (en) 2002-03-25
WO2002028077A2 (en) 2002-04-04
AU2001293049A1 (en) 2002-04-08
AU2001291224A1 (en) 2002-04-08
WO2002028077A3 (en) 2003-07-03

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