Browse Prior Art Database

Time-based presentation of a speech user interface

IP.com Disclosure Number: IPCOM000033848D
Original Publication Date: 2004-Dec-30
Included in the Prior Art Database: 2004-Dec-30
Document File: 2 page(s) / 20K

Publishing Venue

IBM

Abstract

Disclosed is a method for presenting different speech user interfaces to callers based on time rules. In today's market, traditional IVR applications apply simple time based rules to play different messages to callers such as "Our business hours are from Monday to Friday, 8:00 AM to 5:00 PM EST time". This is usually done by a configuration in the PBX or a time checking executed as the first command after launching the IVR application. The typical implementation only switches the application status from available/not available based on time.

This text was extracted from a PDF file.
This is the abbreviated version, containing approximately 52% of the total text.

Page 1 of 2

Time-based presentation of a speech user interface

The idea of this disclosure is that based on time, a different interface will be presented to users. This can be achieved using a configurable set of rules, through which the system will use to decide which path of the call flow to follow. In order to illustrate the idea, let's use an integrated Voice Activated Dialer (VAD) and Directory Assistance (DA) system. In a Voice Activated Dialer, the caller requests a person by name and the system connects the caller to the requested person. In the Directory Assistance mode, the system plays back the information and eventually offers to transfer the call upon a fee (for instance, 411 systems). An integrated version of VAD and DA merges the two Speech User Interfaces and based on call transfer rules defined for the requested person, presents a different option to the caller. In this disclosure, the time-based rules will be added to the call transfer rules. The application will use the rules to decide if it should only present the queried person's phone number to the user, but not dial it or if it will transfer the call to the person. The time-based configuration will trump any individual telephone attributes, such that even individual phone numbers that are defined as dialable, will not be available for dialing .

For example, a company's policy would not allow the automatic transfer to a cell phone number after a certain hour. A xml document can be used to specify the configuration:

<field>

    <name>Cell phone</name> <dialable>True</di...