Data processing: speech signal processing – linguistics – language – Speech signal processing – Application
Reexamination Certificate
1998-11-02
2001-01-30
Hudspeth, David R. (Department: 2741)
Data processing: speech signal processing, linguistics, language
Speech signal processing
Application
C379S067100
Reexamination Certificate
active
06182045
ABSTRACT:
This invention relates in general to interactive voice recognition systems, and, in particular, to an apparatus and method for using Internet technology to maintain such systems.
BACKGROUND
Interactive voice recognition (IVR) systems are used by many telephone companies and other organizations for receiving and routing general calls. A typical IVR system presents the caller with audio announcements, typically for a menu of choices, and then asks the caller to select one of the menu choices. Over time the menu choices may change and so the operator of the IVR needs a system for updating audio announcements. At present, most IVR systems are proprietary systems and the methods for updating audio announcements are likewise proprietary.
For example, in order to change an audio file on an IVR server, local automated processes are developed to push the file from an administrative station to the multiple IVR servers. Such an updating operation entails multiple dial-up sessions between the administrative station and the IVR servers. These dial-up sessions are accompanied by automated file transfer protocol (FTP) processes that are also proprietary to the local implementation of the solutions. These solutions do not allow for universal access to the voice files.
More specifically, consider the ACMS/NAV application provided by Northern Telecom Limited. An update administrator uses an MAC based program called VDS to maintain the voice files. The program can add, delete and modify those voice files. The administrator dials up each ACMS/NAV node operations controller (OC) to transfer audio files. The administrator then establishes a Telnet session with the UNIX based OC processor and starts an update program. That program updates all the audio files for OCs connected to the local area network. The update administrator dials up multiple OCs when the ACMS/NAV applications span a large network. An alternative to this procedure is to provide the update transactions on a digital tape format that is installed manually on each OC. Both local alternatives are either time-consuming or inefficient, or both. Accordingly, there is a long-standing need for a system that will automatically maintain audio files on IVR systems.
SUMMARY OF THE INVENTION
The invention provides a universal access method and system for the maintenance of audio announcements. An administrator with a hypertext mark-up language (HTML) Web Browser can create and/or initiate an audio announcement update. Using the same web server, any number of IVR systems can update their audio announcements.
With this system and method, a single master universal resource location (URL) is programmed to be the focal point for audio announcements. A master file for all audio announcements is kept on a computer that is connected to a network, preferably the World Wide Web. Administrators and end-users use a Web Browser to add, delete or update audio files stored at the URL address. Each IVR system has a local area network connection to the World Wide Web that uses TCP/IP protocols. At programmed intervals, each IVR system accesses the URL to obtain the voice files that are specific to their application that have been updated since the last access.
The invention thus provides a method for managing IVR audio files. This method includes the steps of forming a network comprising a plurality of audio servers. Each audio server holds audio files in an addressable format and transfers one or more of those audio files to other computers on the network. A network site has an address that corresponds to the audio files held on the particular audio servers. Each IVR system has a LAN connection to the World Wide Web and can access the master audio URL address for downloading audio files from the master audio address.
An audio file administrator creates and edits audio files by accessing the audio file server via the World Wide Web. Upon accessing the audio server, the audio files are edited or added to and then uploaded to master address at the URL on the World Wide Web. At periodic intervals, one or more of the IVRs access the URL master address on the World Wide Web. During those intervals, the IVRs scan the designated audio file addresses to see if there have been any updates. If those files have been updated, then the updated files are downloaded either directly from the URL master address or through the World Wide Web via a connection between the audio server and the IVR.
REFERENCES:
patent: 5732216 (1998-03-01), Logan et al.
patent: 5884262 (1999-03-01), Wise et al.
patent: 5978648 (1999-11-01), George et al.
patent: 5999525 (1999-12-01), Krishnaswamy et al.
patent: 6006191 (1999-12-01), DiRienzo
patent: 6022315 (2000-02-01), Iliff
Knight Stephen
Kredo Thomas J.
Hudspeth David R.
Hunton & Williams
Nortel Networks Corporation
Wieland Susan
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