Multimodal interactive voice response system

摘要

Multi-modal interaction with a telephonic device using a call handling system is enabled by receiving a call at an interactive voice response (IVR) system of the call handling system, the call being received from a telephonic device of a caller. A voice communications session between the IVR and the telephonic device is established in response to the call. Whether the telephonic device is capable of processing multi-modal communications is determined. Based on determining that the telephonic device is not capable of processing multi-modal communications, the IVR is enabled to access and audibly deliver voice page content to the caller via the voice communications session. Alternatively, based on determining that the telephonic device is capable of processing multi-modal communications, the call handling system is configured to exchange multi-modal communications with the telephonic device during the call.

主权项

1. A method, using a call handling system, for enabling multi-modal interaction between a voice site and a telephonic device, the method comprising:
receiving a call from a caller using the telephonic device; identifying a voice site that is being called by the caller based on a number being called by the telephonic device; based on identifying the voice site that is being called by the caller, determining whether the voice site is an enhanced voice site, wherein an enhanced voice site is a voice site that is configured for multi-modal interaction with a telephonic device; based on determining that the voice site is an enhanced voice site, determining whether the telephonic device is registered with the call handling system for multi-modal interaction, wherein a telephonic device that is registered is configured to process multi-modal communications from the voice site; and based on determining that the telephonic device is registered with the call handling system for multi-modal interaction, configuring the call handling system for multi-modal communications with the telephonic device, wherein configuring the call handling system for multi-modal communications with the telephonic device comprises:
allocating shared memory in the call handling system for interacting with the telephonic device,enabling an application server and an interactive voice response system (IVR) of the call handling system to read from and write to the shared memory during interaction with the telephonic device, wherein the application server is configured to establish a data communications session with the telephonic device during the call and the IVR is configured to establish a voice communications session with the telephonic device during the call, andexecuting, using the IVR, content of one or more voice pages associated with the voice site to exchange voice information with the caller via the voice communications session, andsending, using the application server, multi-modal instructions to an application in the telephonic device, wherein the multi-modal instructions are associated with the voice site and generated using one or more multimedia pages linked to the one or more voice pages,wherein the application in the telephonic device is configured to enable the telephonic device to perform multi-modal interaction with the voice site such that the telephonic device exchanges data with the voice site via the data communications session with the application server and exchange voice information with the voice site via the voice communications session with the IVR.