Telephony intelligence in a data packet network
View Patent ↗A packet-data network is made intelligent in the sense of a connection-oriented, switched telephony (COST) network by enhancing one or more interconnected IP routers in the network with computer-telephony integration (CTI) processors executing CTI applications. No-charge-to-calling-party IP addresses are assigned and sponsored by various enterprises, who may also maintain call centers having at least one CTI-enhanced IP router connected to the network, and agent stations having IP telephones connected to the call-center-located IP router. With appropriate software and the CTI link to IP routers the performance of well-known conventional telephone systems may be provided in packet networks like the Internet.
1. An interactive Voice Response (IVR) system comprising:
a Connection-Oriented, Switched Telephony (COST) port for receiving calls from a COST network;
a Data Network Telephony (DNT) port for receiving DNT calls from a DNT packet network;
a software application executing on a server, capable of receiving events from and sending commands to the COST and DNT ports, for determining routing of calls; and
a dual-ported translating bridge unit adapted to bi-directionally translate between the data protocols of the COST and DNT networks;
control routines for automated interaction with both COST and DNT callers for at least eliciting information from the callers;
characterized in that data elicited from callers in either network is transmitted to the software application for determining routing of COST and DNT calls including routing calls from one network to the other using the translating bridge.
2. The IVR system of claim 1 wherein the IVR system receives a call on the COST network, and as a result of information elicited from the caller routes the call through the bridge unit into the DNT network.
3. The IVR system of claim 1 wherein the IVR system receives a call on the DNT network, and as a result of information elicited from the caller routes the call through the bridge unit into the COST network.
4. The IVR system of claim 1 wherein the IVR system receives a call on the DNT network, and as a result of information elicited from the caller routes the call on the DNT network.
5. The IVR system of claim 1 wherein the IVR system receives a call on the COST network, and as a result of information elicited from the caller routes the call on the COST network.