Dynamic translation between data network-based protocol in a data-packet-network and interactive voice response functions of a telephony network
View Patent ↗A system for emulating interaction with an interactive voice response unit is provided. The system comprises, a client node connected to the network, the client node soliciting interaction with the interactive voice response unit and a proxy server node connected to the network, the server node accessible to client node, the interactive voice response unit accessible to the server node. A connection is established between the client node and the proxy server node, the proxy server node accepts data from the client node and translates the data into a format for interacting with the interactive voice response unit whereupon the data is then propagated to the interactive voice response unit. Response data resulting from the input data at the interactive voice response unit is propagated to the proxy server node whereupon the response data is translated into a format for dissemination at the client node and propagated thereto.
1. A system for interactive voice response (IVR) with a calling client, comprising:
a client node connected to a data network; and
a proxy server coupled to the data network, to a public switched telephone network (PSTN), and to an IVR unit limited to interaction using PSTN protocol;
wherein the proxy server acts as a bi-directional protocol gateway between the client node and the IVR unit, providing voice interaction by the PSTN-limited IVR for a DNT caller using the client node.
2. The system of claim 1 , wherein the client node is a personal computer and the interactive voice response unit is hosted by a communications center.
3. The system of claim 1 wherein the protocol for interacting with the IVR unit is telephone touch-tone recognition.
4. The system of claim 1 wherein the protocol for interacting with the interactive voice response unit is voice recognition.
5. The system of claim 1 wherein response from the IVR resulting from input by the proxy server is an analog voice recording.
6. The system of claim 5 wherein the analog voice recording is changed by the proxy server into a digital voice file before propagation to the client node.
7. The system of claim 6 wherein the digital voice file is one of a WAV File, an MPEG file, or an H.323 protocol audio stream.
8. The system of claim 1 further comprising a server node in addition to the proxy server connected to the data network, the second server node accessible to the client node and to the proxy server.
9. The system of claim 8 , wherein the server node interfaces with the client nod, and upon determination of need opens a connection with the proxy server for interactive voice response interaction.
10. The system of claim 1 wherein the IVR is a part of a communications center including a data storage facility, and the IVR is enabled to retrieve and send digital documents from the storage facility, and to send the documents to the proxy server in response to requests.
11. The system of claim 10 wherein the digital documents sent to the proxy server are served to the client node along with response data from the IVR.
12. A distributed computer implement software application for managing interactive voice response (IVR) interaction for a calling client, comprising:
a client portion of the software application residing in a data repository on a client node connected to a data network;
a network portion of the software application residing in a data repository on a proxy server connected to the data-packet-network and to a public switched telephony network (PSTN); and
an IVR portion of the software application residing in a data repository on an IVR unit coupled to the PSTN and limited to interaction with PSTN protocol;
wherein the proxy server acts as a bi-directional protocol gateway between the client node and the IVR unit.
13. A distributed computer implement software application of claim 12 wherein the IVR unit is hosted by a communications center.
14. A distributed computer implement software application of claim 12 wherein the data-packet network is the Internet network.
15. A distributed computer implement software application of claim 13 wherein the client node is a personal computer.
16. A distributed computer implement software application of claim 13 wherein one protocol for interacting with the IVR unit by the proxy sever is telephone touch-tone recognition.
17. A distributed computer implement software application of claim 13 wherein one protocol for interacting with the IVR unit by the proxy server is voice recognition.
18. A distributed computer implement software application of claim 12 wherein response data from the IVR comprises an analog voice recording.
19. A distributed computer implement software application of claim 12 wherein response data sent to the client node comprises one of a WAV file, an MPEG file, or an H.323 protocol audio stream.
20. A distributed computer implement software application of claim 13 wherein an additional portion of the software is hosted by the communications center and in a data repository within a Web server also hosted by the communications center.
21. A distributed computer implement software application of claim 20 , wherein the communications center portion of the distributed software application serves as an interface between the client portion of the software and the network portion of the software.
22. A distributed computer implement software application of claim 21 wherein the communications center portion of the distributed software application determines if there is a need for IVR unit interaction at the beginning of a session between the client portion of the software and the communications center portion of the software.
23. A method for managing interactive voice response (IVR) interaction for a calling client, comprising steps of:
(a) establishing a connection on a data network between the client and a proxy server also connected to the data network and to a public switched telephony network (PSTN);
(b) accepting input data from the client at the proxy server and translating the input data to a PSTN protocol;
(c) sending the translated input data to an interactive voice response (IVR) unit coupled to the PSTN and limited to PSTN protocol;
(d) receiving response data from the IVR unit by the proxy server and translating the response data into a protocol compatible with the data network; and
(e) sending the translated response data to the client.
24. The method of claim 23 wherein in step (a), the client is a personal computer and the data-packet-network is the Internet network.
25. The method of claim 24 wherein in step (a), the IVR is hosted in a connection-oriented-switched-telephone (COST) network and an interfacing link between the server and the IVR unit is a CTI link.
26. The method of claim 23 wherein in step (b), a data form acceptable to the IVR is telephone touch-tone signaling.
27. The method of claim 23 wherein in step (b), a data form acceptable to the IVR is voice recognition.
28. The method of claim 27 wherein in step (b), a voice recognition function of the IVR responds to computer-simulated voice.
29. The method of claim 23 wherein in step (c), the established data connection is a telephony connection.
30. The method of claim 23 wherein in step (c), the established connection is a data connection.
31. The method of claim 24 wherein in step (e), the data form acceptable to the client comprises one of a WAV file, an MPEG file, or an H.323 protocol audio stream.