Dynamically reconfigurable distributed interactive voice response system
View Patent ↗The present invention is a computer system and method that manages connections between one or more data network interfaces and one or more phone interfaces. A manager process, running on a computer system having both data and phone network interfaces, receives one or more telephone calls from one or more users over one of the phone interfaces and than accesses one or more profiles associated with each of the users. These profiles have one or more service identifiers and one or more interactive response agent (IRA) identifiers associated with the respective user. A menu of the service identifiers is presented to the user. The system then looks up an agent address of one of the IRAs that is associated with the service identifier selected by the user from the menu and establishes a session with the associated IRA. Having done this a two-way communication with the associated IRA occurs during the session. In this communication, the IRA is capable of passing information to the system from one or more application servers to which the IRA is connected over one or more data networks.
1. An agent to obtain information for a user from a Web site, and for use with a manager, the agent comprising:
means for receiving a start request across an interface to establish a session;
means, acting in response to receiving said start request, for sending across the interface an acknowledgement to establish the session;
means, operating while the session is established, for entering a loop to receive an information request across the interface from a user for information, to obtain information from a Web site, to send the obtained information to the user, and to monitor for an end of session signal across the interface from the user;
means for receiving across the interface from the user an end request to end the session; and
means, acting in response to receiving said end request, for ending the session; and wherein the user and the manager are on a first side of the Internet;
the agent is on a second side of the Internet, said second side being opposite said first side;
the means for receiving the request for information includes means for receiving the request for information from the user via the manager;
the means for sending the acknowledgement includes means to send said acknowledgement to the manager; and
the means for sending the obtained information to the user includes means for sending the obtained information to the user via the manager.
2. An agent according to claim 1 , wherein:
the agent is operated by an information service provider;
said information service provider operates a plurality of Web sites; and
the means to obtain information includes means, operating while the session is established, to obtain information from said plurality of Web sites and to send the information obtained from said plurality of Web sites to the user across the interface.
3. An agent according to claim 1 , wherein the agent has idle and active states, and further comprising:
means, operating in response to receiving the start request, for switching from the idle state to the active state; and acting in response to receiving the end request, for switching from the active state to the idle state.
4. An agent according to claim 1 , wherein the request from the user for information includes a selection of a first application server, and further comprising:
means, acting after the obtained information is sent to the user, for (i) sending to the user a service menu for the user's next selection, (ii) receiving from the user another selection of a second application server, and (iii) in response to receiving said another selection, obtaining additional information from said second application.
5. An agent according to claim 1 , further comprising:
a set of connection functions;
means for using the set of connection functions to establish said session; and
an application server interface; and wherein
the means for obtaining information includes:
i) means for using the application server interface to communicate with an application server, and
ii) means for obtaining the information from the application server.