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 with a telephonic device, the method comprising:
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; establishing a voice communications session between the IVR and the telephonic device in response to the call; determining whether the telephonic device is capable of processing multi-modal communications; based on determining that the telephonic device is not capable of processing multi-modal communications, enabling the IVR to access and audibly deliver voice page content to the caller via the voice communications session; and based on determining that the telephonic device is capable of processing multi-modal communications, configuring the call handling system to exchange multi-modal communications with the telephonic device during the call, wherein configuring the call handling system to exchange multi-modal communications with the telephonic device includes:
establishing a data communications session between an application server associated with the call handling system and the telephonic device for communication of data during the call,enabling the IVR to execute content of one or more voice pages to exchange voice information with the caller via the voice communications session, andenabling the application server associated with the call handling system to execute content of one or more multimedia pages linked to the one or more voice pages to communicate text, image or video information to the caller via the data communications session.