| 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 method for processing audio files for interactive voice response applications, comprising:
receiving, at a communication port of a device, an incoming voice call; selecting, using at least one processor, a router application from a plurality of stored router applications responsive to the incoming voice call; executing, using the at least one processor, a portion or all of the computer instructions of the router application selected, the selected router application computer instructions including instructions related to: a plurality of menu selection options, a plurality of action types to be executed in response to a menu selection, and an indication of at least one audio file to be initiated; retrieving, from an audio file database, the at least one audio file indicated by the router application selected; determining, using the at least one processor, a caller selection input by the caller indicating that a caller is an insured customer; initiating, from the audio file database, an audio file that includes a notice regarding insurance coverage after the determining step indicates that the caller is an insured customer; initiating, using the at least one processor, an audio file offering a menu selection option; determining, using the at least one processor, an action to be taken based on caller responsiveness to the audio file offering a menu selection option; and performing, using the at least one processor, one of the following:
initiating a subsequent audio file indicated by the router application selected;transferring the voice call; andending the voice call. |
