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Method for transferring context into new VoiceXML sessions

IP.com Disclosure Number: IPCOM000015933D
Original Publication Date: 2002-May-16
Included in the Prior Art Database: 2003-Jun-21
Document File: 2 page(s) / 42K

Publishing Venue

IBM

Abstract

A customer interacting with a service centre may need to be connected with a VoiceXML document and should be able to do this while retaining their current context. Examples of such interaction are:

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Method for transferring context into new VoiceXML sessions

A customer interacting with a service centre may need to be connected with a VoiceXML document and should be able to do this while retaining their current context. Examples of such interaction are:

     A web application which has a callme button which launches a VoiceXML document.

     An agent based call center application which transfers a call to an automated telephony system running VoiceXML.

     The context in this case mainly refers to information they have imparted to the system up to this time such as their identity. This invention enables the transfer of context alongside the telephony call transfer (coordinated voice and data transfer) without specific CTI integration in the VoiceXML browser, while it is true that this transfer can be effected both ways (to and from VoceXML) this patent is specific to transfer inward to VoiceXML.

     The VoiceXML 1.0 specification does not provide a mechanism to initialise or retrieve context information before processing begins or a mechanism to identify the current session in order to associate external data.

     The VoiceXML 1.0 specification does not provide a means to initialise context information outside the document before processing begins or to identify the current session in order to associate external data.

     This device allows the call to be uniquely identified through the DNIS information and to associate external data with the call using this as the key. The invention p...