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Eliminating a need for CTI/data links to transfer Call related data between IVR Applications (Poor man's CTI)

IP.com Disclosure Number: IPCOM000022258D
Original Publication Date: 2004-Mar-03
Included in the Prior Art Database: 2004-Mar-03
Document File: 1 page(s) / 10K

Publishing Venue

IBM

Abstract

The disclosed is a method to pass the call data between IVR applications through the existing voice link between them. This solution eliminates the need for setting up the CTI/ data/ IP framework to avoid huge investment. It is well suited for small to medium business.

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Eliminating a need for CTI/data links to transfer Call related data between IVR Applications (Poor man's CTI)

The disclosed is a method to pass the call data between IVR applications through the existing voice link between them. DTMF tones are used to represent the call data which is encoded by the sending application and decoded by the receiving application.

Passing call related data with the transferred call has become an important criteria for an intelligent IVR application. Computer Telephony Integration technology has helped move the call data around between IVR applications through the data link. However, in some scenarios where only simple data need to be passed between IVR applications, it may not be a huge investment on the setup of the entire CTI framework, requiring both data and voice communication links. This solution eliminates the need for setting up the CTI/ data/ IP framework to avoid huge investment. It is well suited for small to medium business.

The disclosed method works in the following steps:
(1) The sending application decides what data to transfer before transferring the call
(2) The sending application encodes the data into numerical strings to be represented DTMF tones.
(3) The sending application dials the number for the receiving applications; upon detecting the call answer event, it dials the DTMF tones for the encoded call data; Then transfers the call
(4) The receiving application answers the call and listens to the DTMF tones
(5) The r...