Dynamically reconfigurable distributed interactive voice response system
US6804333B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Jan 28, 1999 |
| Grant date | Oct 12, 2004 |
| Priority date | — |
| Expiry date | Jan 28, 2019 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/42068
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
The present invention is a computer system and method that manages connections between one or more data network interfaces and one or more phone interfaces. A manager process, running on a computer system having both data and phone network interfaces, receives one or more telephone calls from one or more users over one of the phone interfaces and then accesses one or more profiles associated with each of the users. These profiles have one or more service identifiers and one or more interactive response agent (IRA) identifiers associated with the respective user. A menu of the service identifiers is presented to the user. The system then looks up an agent address of one of the IRAs that is associated with the service identifier selected by the user from the menu and establishes a session with the associated IRA. Having done this a two-way communication with the associated IRA occurs during the session. In this communication, the IRA is capable of passing information to the system from one or more application servers to which the IRA is connected over one or more data networks.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.