Voxeo Corporation

Aspect Software, Incorporated

Jonathan Robert Taylor

Alexander S Agranovsky

Ryan Stephen Campbell

Robbie A Green

Rj Auburn

Robert J Auburn

Harm-Jan Spier

R J Auburn

David Hoff

Adam David Kalsey

Anthony James Webb

A telephony application such as an interactive voice response ('IVR') needs to identify quickly the nature of the call (e.g., whether it is a person or machine answering a call) in order to initiate an appropriate voice application. Conventionally, the call stream is sent to a call-progress analyzer ('CPA') for analysis. Once a result is reached, the call stream is redirected to a call processing unit running the IVR according to the analyzed result. The present scheme feeds the call stream simultaneous to both the CPA and the IVR. The CPA is allowed to continue analyzing and outputting a series of analysis results until a predetermined result appears. In the meantime, the IVR can dynamically adapt itself to the latest analysis results and interact with the call with a minimum of delay.

System and method for dynamic call-progress analysis and call processing

A networked telephony system and method allow users to deploy on the Internet computer telephony applications associated with designated telephone numbers. The telephony application is easily created by a user in XML (Extended Markup Language) with predefined telephony XML tags and easily deployed on a website. The telephony XML tags include those for call control and media manipulation. A call to anyone of these designated telephone numbers may originate from anyone of the networked telephone system such as the PSTN (Public Switched Telephone System), a wireless network, or the Internet. The call is received by an application gateway center (AGC) installed on the Internet. Analogous to a web browser, the AGC provides facility for retrieving the associated XML application from its website and processing the call accordingly. The architecture and design of the system allow for reliability, high quality-of-service, easy scalability and the ability to incorporate additional telephony hardware and software and protocols.

Networked computer telephony system driven by web-based applications

A population of networked Application Gateway Centers or voice centers provides telephony resources. The telephony application for a call number is typically created by a user in XML (Extended Markup Language) with predefined telephony XML tags and deployed on a website. A voice center provides facility for retrieving the associated XML application from its website and processing the call accordingly. The individual voice centers are either operated at a hosted facility or at a customer's premise. Provisioning Management Servers help to allocate telephony resources among the voice centers. This is accomplished by suitably updating a voice center directory. In this way, the original capacity at a premise, predetermined by the hardware installed, can be adjusted up or down. If the premise is under capacity, it can be supplemented by that from a hosted facility. If the premise has surplus capacity, it can be reallocated for use by others outside the premise.

System and method for dynamic telephony resource allocation between premise and hosted facilities

An interactive voice response (IVR) platform running a voice application for use with a voice client is extended to support text messaging clients and other clients of other media types on other channels. An application-to-text messaging interface interfaces with text messaging clients via a text messaging protocol transport and interfaces with the IVR via an API. It includes a user/application manager to handle user and application accounts and a state/session manager to handle state information required by the text messaging operations and to handle sessions maintained by the IVR. Text modules are implemented having text synthesis and text recognition with a dictionary/grammar. These allow voice-specific application scripts to be interpreted in a text channel. The extended multi-channel platform supports an open source text messaging network and also through a transport gateways to other types of text messaging clients.

Multi-channel interactive self-help application platform and method

A networked telephony system and method allow users to deploy on the Internet computer telephony applications associated with designated telephone numbers. The telephony application is easily created by a user in XML (Extensible Markup Language) with predefined telephony XML tags and easily deployed on a website. The telephony XML tags include those for call control and media manipulation. A call to anyone of these designated telephone numbers may originate from anyone of the networked telephone system such as the PSTN (Public Switched Telephone System), a wireless network, or the Internet. The call is received by an application gateway center (AGC) installed on the Internet. Analogous to a web browser, the AGC provides facility for retrieving the associated XML application from its website and processing the call accordingly. The architecture and design of the system allow for reliability, high quality-of-service, easy scalability and the ability to incorporate additional telephony hardware and software and protocols.

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Orlando, FL, United States of America

Jonathan Robert Taylor