SYSTEM AND METHOD FOR INTERACTIVE VOICE RESPONSE UNIT TABLE-BASED PROGRAMMING

摘要

An embodiment provides a modular framework for managing multiple router applications in an interactive voice response (IVR) system. In an embodiment, a single table-driven framework approach is taken in which multiple IVR router applications, including menu/response type call routing applications and/or frequently asked question (FAQ)/response applications, may be managed in a more streamlined fashion. In an embodiment, a menu is presented to the caller. The menu is part of the router application which references information stored in a database, e.g., voice files and grammars, defined in a format, e.g., in table format. An embodiment analyzes the caller's responses against the menu's information to determine the appropriate actions to take and the appropriate data to retrieve. An embodiment also provides a centralized authentication process that may be used for all self-service router applications that require or somehow make use of authentication.

主权项

1. A computerized interactive voice response system having a modular router application that processes audio files for interactive voice response applications, comprising:
a display that displays a plurality of components of a modular router application; the display comprising the plurality of components of the modular router application displayed in a structured format comprising a listing of a plurality of menu choices, at least one sequence of audio files, and a plurality of pointers to a plurality of stored audio files; an input device that receives an input that changes at least one pointer of the plurality of pointers to a changed pointer; the changed pointer indicating a different audio file; a processor that modifies the modular router application to form a modified router application including the changed pointer; and a database that stores the modified router application comprising the changed pointer, wherein the modified router application plays a different audio file according to the changed pointer.