VoiceXML and rule engine based switchboard for interactive voice response (IVR) services
View Patent ↗The present application discloses a call routing system and a method of communicating with a call originator. The call routing system includes a voice converted data module having an input to receive an incoming call, an interactive voice response dialog module responsive to the voice converted data module; and a call routing module responsive to the voice converted data module. The call routing module is to route the incoming call to a destination. The method of communicating with an originator of a call includes receiving a call at an automated call handling system; performing an evaluation of the call based on a set of business rules; routing the call to an interactive voice response unit based on the evaluation, and in response to the call, automatically scheduling and sending an email to the originator of the call. The email includes a targeted communication message relating to the subject matter of the call.
1. A switchboard system comprising:
a data module including an input to receive an incoming call, the data module responsive to one or more remote interactive voice response applications and an Internet-based telephony system, the data module to selectively answer the incoming call;
a first interactive voice response (IVR) dialog module coupled to the data module, the first IVR dialog module responsive to the incoming call to engage a voice dialog with a caller using a set of language models to generate a message;
a routing engine module coupled to the first IVR dialog module to receive and to decode the message, the routing engine module responsive to a destination IVR rules table and responsive to logic to determine from the decoded message when a live agent is required, and in response to the determination, the routing engine module to route the incoming call to a computer telephony interface when the live agent is required; and
wherein the routing engine module is adapted to:
identify a destination IVR application when the live agent is not required;
determine if the destination IVR application is VoiceXML capable and send the caller to the destination IVR application when the destination IVR application is VoiceXML capable;
determine if the destination IVR application is capable of supporting an external data interface when the destination IVR application is not VoiceXML capable and route incoming call session data to the destination IVR application when the destination IVR application is capable of supporting the external data interface; and
construct an audio file including one or more dual tone multi-frequency (DTMF) commands based on the incoming call session data and send the audio file to the destination IVR application when the destination IVR application is not VoiceXML capable and is not capable of supporting an external data interface.
2. The switchboard system of claim 1 , further comprising a customer relationship management (CRM) system to access a contact history of the caller.
3. The switchboard system of claim 2 , wherein the CRM system is adapted to determine a personalized message for the caller based on a queue associated with access to the live agent.
4. The switchboard system of claim 2 , wherein the CRM system is adapted to route the incoming call to the live agent using a whisper transfer.
5. The switchboard system of claim 2 , wherein the CRM system plays a group message based on the message from the first IVR dialog module provided by the routing engine module.
6. The switchboard system of claim 2 , wherein the CRM system is coupled to a distributed computer network interface responsive to a computer network to communicate electronic mall messages in response to the routing engine module.
7. The switchboard system of claim 1 , wherein the data module is adapted to:
determine if a dialed number identification service identifier (DNIS) associated with the incoming call is defined; and
when the DNIS is not defined, play a pre-defined announcement before terminating the incoming call or refrain from answering the incoming call.
8. The switchboard system of claim 1 , further comprising a customer relationship management (CRM) system to detect an availability of at least one live agent via the computer telephony interface and to transmit call context data to a display associated with a selected live agent.
9. The switchboard system of claim 8 , wherein the CRM system is adapted to play a chained message from one of voice recordings of the caller or a number of concatenated audio messages associated with the message.
10. The switchboard system of claim 1 , further comprising an application server coupled to the data module, the IVR dialog module, and the routing engine module, the application server having access to a business logic database to retrieve business rules and logic.
11. The switchboard system of claim 10 , wherein the business logic database includes call treatment rules based upon at least one of a customer type, time of day, type of service, type of call, size of customer, and personalized caller information.
12. The switchboard system of claim 11 , wherein the routing engine module routes calls using a routing priority based upon the call treatment rules.
13. The switchboard system of claim 1 , further comprising a personalized call queue for temporarily holding calls to be routed.
14. The switchboard system of claim 1 , further comprising a plurality of automated call response destinations.
15. The switchboard system of claim 14 , wherein the plurality of automated call response destinations includes a billing destination, a repair destination, and a bill collection destination.
16. The system of claim 1 , further comprising a computer telephony interface responsive to the IVR dialog module, the computer telephony interface coupled to a call center agent terminal and adapted to launch a screen display at the call center agent terminal.
17. The system of claim 16 , wherein the screen display is a screen pop that includes session specific information collected from the incoming call and wherein the screen display includes information gathered from a customer relationship manager database.