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Using Interactive Voice Response Technology with Computer Links Employing Computer Telephony Integration

IP.com Disclosure Number: IPCOM000115226D
Original Publication Date: 1995-Apr-01
Included in the Prior Art Database: 2005-Mar-30
Document File: 2 page(s) / 94K

Publishing Venue

IBM

Related People

Ellesson, E: AUTHOR [+4]

Abstract

There are several national and international standards that define the protocol for switch to computer links. Applications that utilise this technology are either expensive to install because of the cost of upgrading the switch with the necessary link support software or impossible because the switch does not support CSTA/CTI links.

This text was extracted from an ASCII text file.
This is the abbreviated version, containing approximately 53% of the total text.

Using Interactive Voice Response Technology with Computer Links Employing
Computer Telephony Integration

      There are several national and international standards that
define the protocol for switch to computer links.  Applications that
utilise this technology are either expensive to install because of
the cost of upgrading the switch with the necessary link support
software or impossible because the switch does not support CSTA/CTI
links.

      In some circumstances an Interactive Voice Response (IVR) can
be used in place of the switch computer link.  The application
running on the host can be the same application that runs when a real
link is present; however instead of events such as incoming call and
hangup coming across the switch computer link they are detected by an
IVR connected directly to a telephony port and reported to the
application.   Similarly a call can be directed by a host application
to any free agent with the call being transferred by the IVR and not
by the switch-computer link.

INTEGRATED SYSTEM SOLUTIONS FROM CTI AND IVR PRODUCTS -Many telephony
events are indicated by tones and cadences that existing CTI products
are unable to detect.  A Call Processing application using the
capabilities of Voice Processing products to detect and categorize
these tones enables customers to implement improved solutions:
  1.  A Call processing application in conjunction with voice
       processing can provide information that:
      o  a call has been answered and that there is real person on
the
          phone
      o  the call is currently ringing
      o  a number is busy or there is no reply (this may be used by a
          return call algorithm to determine the timing between
retry's)
      o  there is network congestion
      o  to be able to detect other specific tones and cadences e.g.,
          FAX or Modem tones
  2.  Customers outbound Call Processing (CP) applications may cause
      the products to place the outbound calls and to specify to the
IVR
      o  which VP application, script or prompt to execute
      o  number of retry's if the call is not answered at the first
          attempt
      o  Specifics for each call eg order number, dispatch time,
          flight that could then be given to a caller via a voice
          prompt.
  3.  CP applications and the VP products can perform predictive
       dialling.  For example, CP applications may inform an IVR of
the
       availability of free agents; the IVR can make predictive
calls,
       play voice prompts and solicit information from the caller
before
       transferring to a live agent.
  4.  Call processing products can forward the ANI or DNIS that was
       obtained from the switch on to IVR's allowing IVR's...